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 claim, we do see that the technician that came to your home could not find the leak within the walls.  Since the technician did not find the leaks there was nothing wrong with the plumbing, our policy doesn’t cover the technician to place the wall back to a rough finish as stated in the policy in section D.#8.  CHW will only provide the funds to the technician for an authorized claim.  This claim was not a covered authorized claim however, the technician is provided a pre-authorized amount once he was at your home of $100 and CHW did advise you that we would provide you with $75 as a goodwill gesture since the technician was going to charge you $50 to put the wall back.  Although your claim was not covered, we did try to assist with a goodwill gesture that you declined and requested to cancel your policy instead.CHW agreed to cancel the policy as it does have to be a mutual agreement as it is stated in section L #4 of the policy and you were given your pro-rated refund of $250.00.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
Choice Home Warranty was advised to contact my legal counsel to discuss the claim.  Choice Home Warranty was requested to provide the name and contact number of their legal representative but to date has not done so.  Please be advised that all legal options will be explored, including Piercing The Corporate Veil if necessary.  Choice Home Warranty is advised to contact my legal counsel per contact information provided under separate email.
Regards,
[redacted]

CHW values all customers and have processed the claim accordingly. I have requested to have the service customer team call you to handle your request to cancel your policy.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because: As you, the Revdex.com, can see from the 666 negative complaints you have received against Choice Home Warranty, they seem to always find a way to deny covering claims for the people who have purchased their home warranties - just take a look at some of those compliants yourself. I asked them to send me proof regarding my specific make of dishwasher to prove to me that the parts that failed could not have failed in a short period of time.  They told me they could not do that - they didn't have that information.  They are not able to provide any proof so I'm just supposed to accept their denial of my claim?
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to my complaint.  I don't agree with this and will not renew my relationship with you.  I will also let other people know what a scam this company is.

Complaint: [redacted]
I am rejecting this response because: CHW still is not address the complaint.  This unacceptable. 
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].   I apologize for the delay in handling your claim. It appears that CHW did provide a payment for the parts that were needed. We are working on contacting the technician to ensure that you receive the service. You may call our customer service team directly for an update at [redacted].   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory.   It is fine with me if you would like to withdraw the entire complaint from your system.  Please pass this along to Choice Home Warranty.

Complaint: [redacted]
I am rejecting this response because: After discussing with the 'complaint' department at the company. They have changed the denial reason in this response from the one that was given to me by phone. The reason for the denial is the light socket failure - which is not covered by the contract. Their technician stated the light socket shorted out, causing the light socket and main control panel to fail. The technician stated the unit main control panel does not work and does not cool. I stated to the representative that the unit is still cooling and the control panel still works. And the lights still work as well. They stated I could get a second opinion at my own expense. They would not send out the original technician again for me to discuss with him. I asked them to cancel my contract and I was upset. Instead of listening to me, the representative stated I was being rude by not listening to him and although he could have refunded me a portion of my warranty, he was not going to because I wasn't giving him a chance to speak. As someone whose job it is to handle complaints I find it very unprofessional to not try to help at all. I will very happily take my business elsewhere.
Regards,
[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 www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that CHW did not cover the AC system due to a lack of proper routine maintenance.  We do see that CHW has requested that you submit routine maintenance records to us for review and to see if the claim can be overturned however you declined.  CHW then offered to provide you with a goodwill gesture of $200 which you declined.  Lastly, we offered you a full refund of the paid policy which is 5 payments of $33.75 ($168.75) which you declined. We are not able to provide any type of coverage for this claim without you providing routine maintenance records. Our policy states in Section F. #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 records of maintenance to [email protected] and we will have them reviewed.  If you do not have them, you are welcome to one of the two goodwill gestures that we have offered.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] B [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 policy, we show that your policy is a monthly policy that you pay $40.00 per month.  This would mean that if you were to cancel the policy, you would not receive a refund of any kind due to you paying for the coverage on a month to month basis.  CHW has assisted you with claims in the amount of $448.69.  You would not be entitled to a full refund due to the fact that your policy is outside the 30 day grace period that you have prior to the policy’s start date.The last claim that you had for your dishwasher, CHW offered per the policy to provide you with funds in lieu of repair.  Please see Section F. Limitations of Liability #9.If you would like to cancel your policy, please contact our cancellations department and they will be able to assist with the cancellations.  Again, there would be no refund but we would stop deducting your monthly fee of $40.00.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

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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”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 we offered you funds in the amount of $300 to assist you on the non-covered claim.  You accepted this offer.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted], We regret to hear your frustration, however, the failure described in detail to you on the response is what caused your microwave to arc. The paint inside of your microwave that was chipped and coming off, exposed the metal; this contributed to your microwave arcing. If you would like to further dispute this claim, you entitled to getting a second opinion at your expense.  Please submit your technician’s second opinion diagnosis to [email protected] for review. If the diagnosis is different, we will adjust the outcome of the claim accordingly. We regret to hear your wish to cancel your policy.  If you would like to move forward with cancelling your policy, please contact our Customer Solution Department at ###-###-#### Monday-Friday 9AM to 6PM EST. Regards, CHW

Complaint: [redacted]
I am rejecting this response because: This is not true and I have not heard anything from the company from my last response through you and I know nothing about a $200 reimbursement.
Regards,
[redacted]

Dear [redacted],We do apologize if any of our supervisors being rude to you in any manner; this is not something that CHW condones.  We are aware that CHW has complaints as any other company does, this is not something that we are “proud” of however we do have to abide by our policy and in doing so, some of the customer’s such as yourself are not happy with the outcome.In regards to your claim, after careful review, it was advised to us that “a hose breaking free and pulling a pump down to crack is not normal wear and tear”.  Our policy states in Section A. Coverage number2 that we only cover normal wear and tears.This claim would not be considered a covered claim however we are willing to assist you and provide a goodwill gesture to you in the amount of $100 towards the claim and one free service call fee.  If you would like to accept this offer, kindly contact CHW at ###-###-#### and we will provide you with the document that you would sign to receive the good faith gesture.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 your claim, I do see that your policy began on 6/15/15 and you placed your claim on 7/10/15.  The technician stated that the unit needed a new compressor and that the one that you had was shorted to the ground, it was popping the breaker.  We did ask the technician if this could happen within the amount of time that you had the policy or could it be something that happened longer than the policy dated.  It was explained to us that this unit had been failing for a while and with normal maintenance it would have been found.  As a goodwill gesture CHW did try to have the unit fixed but it could not be and the reason was a lack of proper maintenance.  The unit didn’t come into the policy in proper working order.Per our policy Section A. Coverage #3 states that all units must come into the policy in proper working order. Please see below: 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, please see Section F. Limitations of Liability #12We 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 if anyone treated you unprofessionally as CHW does not condone that type of behavior.  We will review the calls and handle accordingly. 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. Choice Home Warranty was in full compliance with its terms & conditions.Best 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,
Catalina [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 policy, I do see that CHW has assisted you in the following claims:Claim # [redacted] for your Oven Stove Cook in the amount of $300.00Claim # [redacted] for your Dryer in the amount of $152.65Claim # [redacted] for your Heating System in the amount of $340.00Claim # [redacted] for your Air Conditioning Unit in the amount of $55.00 For the claim that you had placed on 06/08/15 for your Air Conditioning system, you had your technician come back to your home after we had ours and we were explained the same thing.  That the system has a leak in the cap tube in the condenser, the coils are dirty on the outdoor system and the evaporator was rusted. The restriction with the air flow made it so the system leaked.  CHW does consider this to be a lack of proper maintenance. Your technician called us on 6/19/15 and we explained to him the reason of denial and he did agree that this would be the reason.Per our policy, Section. F. LIMITATIONS OF LIABILITY1. 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.4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.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.Lastly, you stated that you had maintenance records and you were going to send them to Kyle, one of our managers here at CHW,  He never received the records nor did our claims department.  Therefore, we were unable to review the claim with the records that you stated you had.  If you would like to send them in to our office, please send them to my attention Tracy and I will give them to our autho department for review.  If you do not have any records, we would have to close this claim as non-covered.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

Dear [redacted],
Due to the fact that CHW does not require a second opinion, we will not request one. However if you chose to provide one to us and would like us to review the claim again, we will be happy to do so.
Per the techs diagnosis a leak was found at the welding connection where there is visible from the pictures that were sent into our authorization department.
Once again, we do regret your frustration with this claim however CHW is in full compliance with the terms and conditions of our policy.
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 internal windings in the compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.Per our policy Section Letter A, Number 2, CHW covers failures that “Become inoperative due to normal wear and tear…”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 we offered you funds in the amount of $350 to assist you on this non-covered claim, however you declined this offer.You spoke with our Customer Solutions Specialist who informed you as a goodwill gesture, we would cover the cost of the compressor however you would be responsible for the labor. Please contact our Customer Solution’s Department at ###-###-#### Monday-Friday 9am – 6pm EST to discuss the details of this claim.  We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW