Bass Services, Inc.

[redacted],We are very sorry to see you leave CHW.  We have documented the account and you will receive a phone call from a cancellations manager to assist with the cancellation. We have it documented that you would like to cancel as of 4/19/16. We will honor the pro-rated refund for that date.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.
I feel that I do not have any other course of action to take. The company said they would not refund November so I will just have to "eat" that charge!
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 do see that the failure of the unit was caused by rust and corrosion. Per our policy, Section F. Limitations of Liability #1 states that we do not cover for failures such as this.
We see that CHW offered you a goodwill gesture of $300 to assist with this claim.
You stated in the claim to us that the unit was a part of a recall and we did confirm that is not accurate. The carrier Lennox advised us to inform you to review the class action suite at [redacted].
CHW is still willing to provide you with the goodwill gesture of $300 to assist with this claim.
Please contact our office and they will provide you with a form for you to accept the good faith offer that we are offering.
We do regret your frustration however CHW is in full compliance with our terms and conditions of our policy.
Regards,
CHW
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 .  I do apologize for any rude behavior that you had to endure by the service provider or our customer service.  I do see that CHW has offered a goodwill gesture for your policy to pay half of the non-covered claim.  Please advise if you would like to cancel the policy because we would not be able to cover the goodwill gesture if the policy was cancelled.If you chose to stay, I have added a onetime free service call fee to your policy for the rude behavior of the technician.  I am not able to refund you the money that you paid to them because it was not to CHW.I have notated your policy, if you would like to cancel, please call our cancellations department and they will have your information available for you to cancel.  We would regret you cancelling but it is your decision.Again, we do apologize and appreciate the feedback, I have placed a complaint against the technician that was rude to you.Regards,CHW

I am rejecting this response because: the repair man that repaired our refrigerator wasn't getting paid for the work he did here plus other places. I spoke to customer service about him not being paid more then once and each one gave me a different reason why he was't paid yet. We never have any problems with our mail being lost by which I already recieved two other checks from   them. By looking at their track record I do not believe the check is lost.

[redacted],I do apologize but you were misinformed, the technician did not get paid $400 for that claim.  He did not get paid anything but the service call fee that you had paid him and a trip charge that we provide.  All of our technicians have a $100 pre-set authorization but if the claim cost more than that they cannot collect the $100.00 and if the claim is not approved, they will not collect any funds.  If you had disagreed with the technicians’ findings, you could have provided a second opinion from your own technician and we would have it reviewed.  Since you have cancelled the policy, we are not able to provide you with anything further.  We do regret you being misinformed and being upset with this claim however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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.However,  I have not received a check yet, and would like to keep this open until I do.
Regards,  
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Because I did not understand the 2 roofing claims and the water faucet leak. The explanation that was given wasn't clear and even the technicians saw the frustrations. One technician had even stated that he had been on many claims that Choice didn't cover and there were a lot of unhappy and upset customers. You keep referring to a contract and the sections which things aren't covered.... but it seems as if NOTHING is covered and you all are just taking people money. The customer service is also TERRIBLE... the reps don't listen and they cut your conversation off just to read straight from a manual on the rules or policies.... there are no efforts on trouble shooting the situations. I have a large influence in the Metro Atlanta real estate market and I will be sure to inform homeowners and investors of the poor customer service and lack of warranty performance that Choice offers. As well as the type of technicians that are sent to the homes to do the work. ONE BIG RIP OFF! 
Worst Warranty Company I have ever used!
[redacted]

Dear [redacted], We regret to hear your frustration and dissatisfaction.  In regards to your Water Heater Claim# [redacted]:The diagnosis that we received stated that the tank was leaking and that it was a low boy water heater. Per our policy, Section Letter D, Number 6, CHW does...

not cover the “…Main, Holding or storage tanks… Low boy and/or Squat water heaters…”  Due to your dissatisfaction, as a goodwill gesture, CHW covered the claim for you. In regards to your Plumbing System/AC Claim# [redacted]The plumber did request that a HVAC technician be brought to the home to diagnosis the issue.  Please note that the repair that was made to the AC unit did resolve leaking issue. In regards to your Plumbing System Claim# [redacted]Please be advised that you that as a goodwill gesture, we approved the reimbursement of $350.00 – however, you cancelled your policy before the check was mailed out; please note that goodwill checks do not mail out on cancelled policies. Per your request, as of 9/24/2017, CHW did cancel your policies and your pro-rated refunds are currently process and will be sent back to the credit card that we had on file. If you have further questions or concerns about your specific refunds, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM to speak with an Escalations Manager.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 our web site at [redacted] Upon review of your policy that began with us on 5/19/16, we see that you placed a claim that same day.  The technician that came out to your home advised us that this was normal wear and tear however per our policy, Section A. Coverage #3 states that all units must be in proper working order on the start date of the policy.  Also, per Section F. Limitations of Liability #1 states that CHW does not cover failures that are due to a known or unknown pre-existing issue.  This failure was normal wear and tear which happened over a long amount of time, it did not happen within the same day of the policy beginning and therefore would not be covered under our policy. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.   Regards, CHW

Dear Liza [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 any miscommunication. However, in an effort to be sure that all customers have a detailed understanding of the policy that is offered, the policy is not effective for 30 days after the sale date. This is to allow customers an opportunity to read and understand the policy which includes any exclusions. This also provides time to gather questions and have them answered promptly. A link to the policy is included above. This information was also emailed and mailed when the policy was sold as well as on January 12, 2016 per your request.   Section Letter A, Number 3 of the policy states systems and components “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”. This was the issue with the stove on the claim placed 12/6/15. This was also the case with the claim for the washer that wouldn’t advance through cycles.   A claim was placed on 12/23/15 for the air conditioning system in which it was determined that there was nothing wrong with the unit and there were no mechanical failures. Section Letter A, Number 2 states that CHW will cover the claim in accordance with the terms and conditions of this contract so long as such systems and components “Become inoperative due to normal wear and tear”. Section Letter F, Number 12 states “We are not liable for normal or routine maintenance….”.   CHW values all customers and their loyalty and wouldn’t want to lose any customers. However, if you choose to cancel the policy it will be in accordance to the outlined policy in which Section Letter L, Number 4, “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”. If you would like to cancel your policy, please call the 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

Dear [redacted],We regret to hear your frustration.  Based on the diagnosis that we received, it stated that the compressor, the control board, inverter board failed and needed to be replaced.  Due to the multiple failures, CHW offered you funds to go towards a new unit....

 Our policy states in Section Letter F, Number 16, “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost…”Our Sr. Claims Specialist advised you about the outcome of the claim, policy, and offered you $550 towards a new unit.  You declined this offer. We strive to provide the best customer experience, therefore, as a goodwill gesture we will offer you the maximum amount of $600 towards a new unit.  In addition to that, we have added a onetime free service call to your policy.To accept these funds, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST. 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 low on Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.  You agreed to have the technician perform this leak test.  However, the technician reported that access was needed in for him to move forward with the leak test.  Section F, Number 2, states that CHW does not cover for access.The results of the leak test stated that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.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 satisfied.  We strive to provide the best customer experience therefore we offered you funds in the amount of $250, however you declined this offer and requested to cancel.  You spoke with our Customer Solutions Specialist who offered your funds to assist you on the non-covered claim, however you declined. If you would like to move forward and cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm ESTWe 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]   Upon review of your claims it appears that all of the claims were processed in accordance with the policy section Letter A, Number 3 in which CHW doesn’t cover repairs related to known or unknown preexisting conditions. Our goal is to keep our customers and provide outstanding service, however, if you would like to cancel your policy you can call our customer service team at [redacted]   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]   Upon review of your claim it appears that the claim was processed in accordance to the policy. The diagnosis that was received from the technician that was the compressor of the air conditioning system failed due to the internal windings shorting to the ground. This is a failure that occurs from the compressor overheating, 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. This claim is not covered. CHW has extended a goodwill gesture payment of $450 to assist with the repairs, however the call was disconnected the by the customer. This good faith gesture is still available and if you would like to take advantage of this, 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

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 handled in accordance with the policy. Section Letter C, Number 2 of the policy states, “Upon request for service, we will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact you to schedule a mutually convenient appointment during normal business hours”. CHW doesn’t offer emergency service, but repairs of covered claims. Based on the diagnosis that was received from the technician there was an issue with a cracked heat exchanger, rust and corrosion. Section Letter F, Numbers 1 and 8 of the policy indicate that CHW is not responsible for repairs related to rust and corrosion. CHW attempted to work with you and provide a goodwill gesture to assist towards repair or replacement in the amount of $250 and it was declined. At this time, in compliance with your request, your policy has been canceled.   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:Your offered amount does not cover the repair bill.
Thank you for your offer, However the bill for the repairs that you are responsible for is $1280.00
Regards,
[redacted]

We do understand that you are stating that the technician damaged the line however per our policy, Section F. Limitations of Liability #19, CHW is not responsible for the negligence of a technician.  All of our technicians are licensed and insured, we ask that you contact that specific tech and if you do not know their number, we can provide it to you.In reference to the plumbing issue, we do see that MT Builders have been dispatched to return at no cost however if you chose to have a different technician come to the home, please contact us and we can dispatch one to you or if you would like to use your own licensed technician, you may do so however you would have to receive prior authorization as stated in Section C. Service Calls.  CHW will not reimburse for work that is done without prior authorization. Please have the technician contact us at ###-###-####, please ensure that they have their license number and contact information with the complete diagnosis of the unit.  Again, we do see that there is someone currently dispatched if you would like to use someone else, we can use a different tech or you can use your own and we can send the form. Also, once again, if work is completed without authorization, we will not reimburse for any amount.We have documented the claim for you to advise that you might be interested in using your own tech. Please contact us and advise us.Thank you,CHW

Dear [redacted]
We regret to hear your frustration.  Please note that [redacted] have been assigned to your claim.  You may contact them at ###-###-#### to schedule an appointment.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. The first diagnosis that was received stated that wires in the attic for the outdoor unit had been chewed by pest and required re-wiring. Per our policy, Section Letter F, Number 8, we do not cover failures caused by pest damage.You advised us that you had another technician come out to the home and confirmed it was the sub-panel, however, you were still having issues with the unit. We strive to provide the best customer experience, therefore we dispatched a new technician to your home to diagnosis the issue. Based on the second diagnosis that we received, it stated that the compressor shorted to ground.  Please understand that the compressors overheating damages the internal windings and shortens the compressor.  This does not constitute normal wear and tear. Per our policy, Section Letter A, Number 2, we only cover failures that “Become inoperative due to normal wear and tear…”Our Sr. Claims Specialist advised you about the outcome of the claim, in which you opted to get a second opinion as you did not agree.   Choice Home Warranty advised you that we would accept a second opinion, and if the outcome of the claim is different, we would adjust accordingly.Based your second opinion diagnosis, it stated that the compressor shorted to ground, confirming the diagnosis our technician submitted.  It also stated that there was a reversing valve leaking due to a crack. Per our policy, Section Letter D, Number 5, we do not cover valves.Based on the diagnosis from your second opinion technician, the outcome of this claim stands.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW