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 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

Complaint: [redacted]
I am rejecting this response because:If that is the case and that is what I should have been told from the beginning. Before we started to work on the unit I was told by a manager it was approved in the work will be done and it would be fixed no matter what I even specifically asked if there was another problem besides what the first problem with the fan would be fixed and I was told yes. That was the only reason I proceeded with the work. The issue is the complaint I had was that unit was not schooling that problem is still not fixed that was seeing if your complaint that was the first problem not a secondary problem as you keep trying to state. You also are trying to make it out like it's a second company that comes out and that's what is a secondary problem which is not the truth. The second company came out because after 3 weeks of waiting for the first company to come back out and finish the job and fix the problem of the unit not cooling you decided to let me get a second company out there because the first one we don't respond and had set up for different appointments and which they missed. And they did not ever contact me I had to contact them and you also contacted them twice and still no one else was sent out. I have discussed all of this over and over and still getting that it's a secondary problem which it is not. The initial complaint was the unit is not cooling... The unit is still not cooling which means it is not fixed. That was the first and only problem then it had when I have recorded it and made this claim.
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

[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.] This company continues to do bad business and continue to be cold and callous.  Meanwhile I have lost 2 days of pay. One weeks ago with my refrigerator when Choice Home Warranty kept giving me the run around about the parts for the refrigerator and 2nd, now with making a date for my washer and that date fell through and I had to call Choice Home Warranty and they acted like I had the problem after I had taken off of my job again and sat all day long and then wanted to reschedule me the following week. This company   has no regard for costumer service .
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,
[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 it appears that the technician provided a diagnosis that the Compressor has failed. In accordance with the policy, section Letter F, number 12, we do not cover repairs due to lack of maintenance.   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 unit was empty on Freon and the leak was coming from the condenser coil and needed be replaced.  This failure occurred due a lack of proper routine maintenance. Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, which you were not satisfied with the outcome.  As a goodwill gesture we will offer you a onetime free service call fee for the next claim.  This has been added to your policy.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],CHW provides our customers with the policy 30 days before the start date for them to review the coverage. It is also listed on our website for anyone to view. It does state in the policy that we do not cover tanks for the water heater. The tank that you are speaking of is the tank that we do not cover.  We do however cover the heating elements but if the tank has to be replaced, this is not a covered item under our policy.Thank you,CHW

[redacted]CHW does take claims on weekends per our policy C. SERVICE CALLS we do dispatch on weekends as well.  If you can set an appointment up with a technician for the same day without a weekend rate that is fine but we determine what an emergency is as stated in section C. Service calls #2 "We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. If You should request Us to perform non-emergency service outside of normal business hours, You will be responsible for payment of additional fees and/or overtime charges."Our normal turnaround time normally is within an hour but per the policies terms and conditions it does state that we do have more time than an hour as stated in previous response. We are sorry for your frustration with this claim. Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
Your company is a fraud and the entire process is a scam. Every step of the way you broke the rules to delay the service, prevent me from having a kitchen, deceive me with false information and make me put in hour of effort fighting if I wanted a functioning kitchen again. this is not the contract I signed.  It is fraud.I have the phone calls recorded.my fridge was not repaired on 9/27. You continue to lie to me and make false promises of future items.
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 [redacted].
Upon review of your claim, we did speak to the technician and also pictures were sent. The technician stated that the system was flat on refrigerant and it had leaked out. The pictures that were provided to us showed a break in the coil. This is not normal wear and tear which would not be a covered claim under our policy.
We do see that you did speak with our Manager and she offered a goodwill gesture to you in the amount of $200 which you did accept however we were waiting for you to advise us if you were going to use your own technician or ours. If you were to use ours, we would provide the goodwill to the technician, if you were to use yours; we would provide it to you.
Please let us know who to send the goodwill gesture to, to assist with the repairs.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
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]

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]

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]
* Section Letter A, Number 2 of the policy indicates that CHW is responsible for repairs related to normal wear and tear. The diagnosis received was that the failure was with a shorted to the ground compressor. As this is not deemed to be normal wear and tear, it wouldn’t be covered. during the call, the representative made an attempt to explain, however, the call was disconnected.   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: They are WRONG on the type system I have, which is a STANDARD AC and heating unit  manufactored by TRANE,  that the Compressor went out ! Their quote about Excluded VVVVVVVV   "EXCLUDED: All components and parts relating to geothermal, water source heat pumps including: outside or underground piping, components for geothermal and/or water source heat pumps, redrilling of wells for geothermal and/or water source heat pumps, and well pump and well pump components for geothermal and/or water source heat pumps. Access - Radiators or valves - Baseboard casings - Radiant heating – Dampers – Valves - Fuel storage tanks - Portable units - Solar heating systems - Fireplaces and key valves – Filters – Line dryers and filters - Oil filters, nozzles, or strainers - Registers – Backflow preventers – Evaporator coil pan – Primary or secondary drain pans - Grills - Clocks - Timers – Add-ons for zoned systems - Heat lamps - Humidifiers - Flues and vents – Improperly sized heating systems – Mismatched systems - Chimneys – Pellet stoves - Cable heat (in ceiling) - Wood stoves (even if only source of heating) -  Calcium build-up - Maintenance."
My AC system is not a Geothermal and /or WATER Source heat pump !!!!!!!!!!!!!!! It is a Standard, Trane brand  "AIR COOLED " heat pump that is used in Almost All homes down South !!!
Regards,
A[redacted]

Dear [redacted],We regret to hear your frustration.  Please be advised that your policy has been cancelled as of 9/8/17 and your refund has been processed back onto your card as of 9/25/17.  Please allow 7-10 business days for the funds to post onto your account.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:I paid $1050 and got nothing our contract to cover major appliances was not true I would like a full refund of $650 that I am still owed there were never any repairs done and the service guys that came out did not know what they were doing    Your company did not live up to our contract and they refused to repair anything. 
Regards,
[redacted]

Our records show that you placed a claim with us on 7/20/15 and at that time we advised you that the claim was not covered due to rust/corrosion.  The technician at that time advised you that you had a leaking evaporator coil and in order for us to cover the unit again, you would need to...

provide us with a proof of repair that the issue was resolved.On 8/6/15, you called and placed a second AC claim and CHW almost sent out the technician but contacted you to advise you that this claim was not covered previously and we needed the proof of repair.  We did receive an invoice from you on 8/14/15 showing that the 5 ton compressor was bad and needed to be replaced, a few days later they replaced the dual cap on the unit.  The invoice showed that the transition from furnace to coil falling apart due to previous techs cutting to access the coils.  This is secondary damage as per our policy but please note that this claim was not a covered claim from the first time you submitted the first claim and we advised you that we could not cover the failures due to the rust and corrosion of the unit.We see that you did try to place this claim 2 different times after we advised you that it was non-covered.  I also see that CHW offered you a goodwill gesture to provide you with $100 towards the repairs of the unit and although it is not as much as you paid for the repairs, it was something that we did try to do for you for a non-covered claim. You did deny our offer and requested to cancel the policy.  CHW did accept your request to cancel as it does have to be a mutual agreement as per Section L. of the policy.The check has been authorized and will be sent to you for your refund in 30 business days of cancellation date 9/23/15.We do apologize that this was frustrating to you but CHW is in compliance with terms and conditions of the 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 www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that the failure of the unit is due to rust.  We do understand that this is frustrating however our policy does not cover failures that are caused by rust or corrosion, even if the rust is a normal part of the unit.  Please see Section F. Limitations of Liability #1 as well as #8.  The diagnosis shows that the unit is leaking from the evaporator coils and in the fins, being low on Freon if run will cause the unit to short.We have confirmed with the technician that the unit had rust and had also failure. Although this claim is not covered per our policy, CHW is willing to provide you with a goodwill gesture in the amount of $250.00 to assist towards this claim. If you would like to accept this offer, kindly contacted us at ###-###-#### and we will provide you with a form to sign to receive this form.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 however, CHW has provided you with the outcome of the claim.  The letter that we sent to you is the accurate letter that we would send for any non-covered failures.  Please refer to your home service agreement Section Letter D., Number 7. CHW is not responsible for repairs related to a wire tracing as well as Section Letter F., Number 19. CHW is not responsible for responsible for repairs related to secondary damages. We understand that you disagree with this outcome however being that you have replaced the unit without our authorization and that you are no longer a customer of CHW, this claim is considered to be closed. We are following the terms and conditions of our 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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy that you had with CHW, we do see that you are familiar with our reimbursement process.  We also see that the customer service department did explain to you the process as well.  If you are to use your own technician, they must call our authorization department to provide to us a diagnosis for the unit.  We must provide authorization for you to be reimbursed and it would be processed at our cost if it was a covered claim.  After reviewing the claim that you placed on 1/22/16,we do see that we dispatched [redacted] HVAC to your home but they did not service that area.  We do also see that we asked if you would like to use the reimbursement option and you had agreed.  We did go over the process with you and explained again that if the technician does not contact CHW before any work is completed, we will not reimburse for anything as it is stated in our policy in Section C. Service Calls #3.On 1/25/16 CHW emailed you a reimbursement form two times once at 12:59pm and the next time we sent it was at 7:50pm.  We always advise to please check your spam folder as some of our emails do get caught in the SPAM.  We did not receive the form back from you and we did receive a phone call from you and not the technician stating that you paid a specific amount.  On 1/26/16, we had offered you a goodwill gesture of $400 without even receiving the diagnosis from the technician.  This was based upon the fact that you had been with us for so long and we wanted to assist but we cannot provide the amount that you had requested due to 1. We did not receive a diagnosis.  2.  We did not know what the failure was and #3 the amount that you had requested was over the CAP of the policy.You did cancel your policy and declined our offer of goodwill of $400.  Unfortunately, we would not be able to process any type of good will gestures to you since you have cancelled the policy.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW