Bass Services, Inc.

A payment has been made for this approved claim. CHW is not responsible for secondary damages as outlined in the policy section Letter F, number 19.  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, I do see that you had placed a claim for your Air Conditioning unit.  We did receive a diagnosis back from the technician and it was said that your unit had a premature catastrophic failure of the compressor.  Please understand that this can happen one of four ways,1) Power Surge/Lighting Strike 2) Manufactures Defect 3) Acid Burnout (Due to improper previous repair or improper installation)4) Lack of Proper Routine MaintenanceAll of which are unfortunately not covered by CHW. Please see our policy Section F. LIMITATIONS OF LIABILITY8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.11. We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.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.We do apologize for any frustration that this has caused you.  We do see that you were advised that you could have had a second opinion come to your home and if the technician that you hired had information that was different than ours, we would place back into review.  We have not received any other diagnosis other than this one from the technician that CHW sent, therefore we do have to reply on them to determine that this is a non-covered claim.Thank you for your feedbackas it is always helpful for us, it allows us to improve our customer service.Bestregards,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. Please return money. Thank you.
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 the claim was processed in accordance to the policy. Section Letter F and Number 8 indicates that rust and corrosion are not covered under the terms of the policy. The diagnosis that was received from the technician informed CHW that the unit had a Freon leak. The unit hold about 5 pounds and had leaked about 2 pounds. There was also a leak from the coil and it was corroded. Additionally, the effective date of the policy with CHW was 8/13/16 and the claim was placed on 8/25/16. The technician’s diagnosis that was provided is not something that would occur in such a short span of time and would not be covered. This is provided in the policy section Letter F, Number 1 as CHW is not responsible for repairs related to known or unknown preexisting conditions. There have been no accusations made against any CHW customers, the claim outcome was based on the technicians diagnosis and the expertise of CHW.   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: Dear Choice Home Warrranty,While I appreciate your position, note that the Furnace did not require any service in December of 2017.  While I did phone once, I cancelled a service call, when I realized I merely had the Thermostat wrong.  I flipped the on to auto, changed the filter and restarted the Furnace.  All normal operation thereafter.  This was all through the Holiday Season, where I had guests visit, and thus I could provide numerous testimonies that the heat was on, there wasn't an alternate source of heat, other than the Furnace, and so...one does not provide a work order for a working furnace.  It worked and I had it fine, through the coming weeks of freezing weather all was normal functioning.  As to accepting a second opinion, it is the First opinion, that of your HVAC Corporation, you dispatched to the home to see the Furnace, as per the attached Work Order statement, that itself provides the expert's determination as to cause of the Furnace Failure. There the rust is stated present but not the cause of the failure.  He cited normal wear over time and that the Heat Exchanger failed for this reason.  He told me that same thing both on first examination of the Furnace, in the basement, and at the door prior to leaving that service call, verbally.  So, he has both stated it and has written it, in the Work Order which you have received a copy.  
It is the period of coverage, from 1/1/17 to the date of the Service Call on 1/8/17, that is to be noted.  In re-signing up with your Company, the coverage period is coverage period.  During that time there wasn't any call.  The Unit failed during said coverage period.  The Home has been under a Home Warranty since September of 2013 with exception of a two month period.  The Unit Failed on your tap with regard to coverage.
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 our web site at [redacted] Upon review of your claim, we do see that the parts were no longer available in this case we do follow our policy Section F. Limitations of Liability #9 that states “If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair.” If the unit had parts available we would then have covered the cost of the repair.
Since your policy has been cancelled, there is nothing that we are able to do for you with this claim.
We do regret your frustration with this claim; however we are in 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 our web site at [redacted]Upon review of your policy, I do see that CHW has been able to assist you with one of the plumbing claims for your home; CHW paid $175.00 to a technician for one of your claim, this will affect your refund as CHW will take out the administrative fee of $50 plus the $175 that we had paid on one of your claims. Your pro-rated refund was $951.66 two months used under the policy.Since you have received your refund CHW is not able to provide you with the Goodwill offer that we had agreed to.  We do regret that you had cancelled your policy however CHW is in full compliance with our terms and conditions of our policy. Respectfully,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, we do see that you had placed a claim for the AC unit on 5/24/15; the technician completed the work under authorization, he advised that the unit was making noise still and we advised you that per our policy, noise is not a mechanical failure and that would be something that you would have to repair at your own cost.  We also advised you that this could be found upon your routine maintenance that you should have had.On 9/14/15 when you placed your claim for your AC we then found that the compressor had failed.  The technician did try to fix the issue by replacing the dual cap and placing a hard start to the unit but due to a lack of proper maintenance, this unit could not be fixed.  If you had the unit fixed for the noise prior to this claim, the unit would not have seized therefore, this claim was not covered for a lack of proper maintenance.  Per our policy Section F. #12.  CHW doesn’t provide maintenance to the customers as we will repair or replace providing the unit is within the standards of the policy.We do see that you had chosen to cancel your policy; due to this we are not able to reopen the claim or provide any type of assistance towards it.  We do regret your frustration; CHW is in full compliance with our terms and conditions of our policy. We do appreciate your feedback as this does help us with our customer service and service providers.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. Upon review of your policy, it shows that your policy fell behind in payments.  Once the policy falls behind in a payment, any checks that are scheduled to go out will be cancelled.  The check that you had pending for the microwave in the amount of $230.00 was cancelled and we have reactivated it.  We did request this check to go out as soon as possible however it might take another 30 days for processing. 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 and apologize for any inconveniences this may have caused you.  Please be advised that we are currently waiting on the updated diagnosis from the technician.  Once we receive the updated diagnosis, we will contact you immediately...

with the outcome.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:CHW's cliam manager [redacted] contacted me about this issue with multiple email communications. The manufacture warranty was long passed many years ago, and CHW will refund me the repair cost. I am waiting for the refund check now.I like [redacted] communication and solution she provided. 
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]

Complaint: [redacted]
I am rejecting this response because:  The system was maintained properly.  I am very upset that if they would have reviewed the filed that the prior year a tech was sent out.  For the same reason, but this time because, it is a whole different story.  I understand what they said but, I am completely dissatisfied and will not use them again or recommend them to anyone.  This is not how you treat customers.  Thank you. They have sent a cancellation email.  
Regards,
[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 claim, you had provided records of what you had believed were maintenance records.  These records were of repairs and they do show that the compressor had failed prior to the start date of the policy.  This is a lack of proper maintenance.  If a part needs to be replaced on a unit and you do not provide that part for the unit, you are not providing preventive maintenance.  The records show that the unit had failures prior to the coverage start date and the technician you had provide us with a diagnosis didn’t say anything different than the one that we had come to your home.We are not able to provide you with a repair due to our policy Section F. Limitations of Liability #12 as well as #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.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.Since you are in disagreement with the policy and our terms, we are willing to provide you with a full refund of the amount that you have paid for the policy without any fee’s that normally would be associated with a cancellation.  Please contact our office if you would like the full refund and we will provide you with a form to sign.We do understand your frustration and we are very sorry to see you leave us as a customer however; CHW is in full compliance with the terms and conditions of our policy.Respectfully,CHW

I am rejecting this response because:I am not looking for any type of refund for my contract but for the contract to be honored. Given Choices past legal issues I don't expect this to happen, so I am more looking to prevent others from being scammed by Choice. By keeping this on your website, Yelp and other social media websites I hope to save potential victims of Choice money and aggravation. Thank you for your assistance I'm this matter.

Mr. [redacted] Thank you for your response.  We apologize for the inconvenience this may have caused you.  Please forward the email you received to [redacted] so we can locate the server that is sending you the emails.  We will then forward that information to our IT Department to resolve this issue.  Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
They say that my pump had a preexisting condition that would be impossible to ascertain. Not only was there 15 days into the policy but a 30 day waiting time before it kicked in. How in the world would I be able to determine there was a problem with the pump 45 days before it occurred. Would the same be true for a washing machine or a refrigerator. If this is your policy then maybe you should be making inspections before you make promises that you don't intend on honoring. I suspect you do a lot of denying claims which is a major part of your business. I call it breach of contract. 
Regards,
[redacted]

Dear Michael [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 records it appears that your claim has been processed in accordance with the policy section Letter A, Number 2. CHW is responsible for the repair of appliances that become inoperative due to normal wear and tear.  The compressor of your air conditioning system has failed due to the internal windings shorting to the ground. This failure occurs from the compressor overheating, which in turn causes this damage.   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:On 7/22 and again on 7/25 I made multiple attempts to resolve this issue. Each time I was put on hold and no one ever answered the phone. On 7/26 @ 3:40 pm EST I spoke to Ceasar and explained to him that I was seeking a refund due to the fact that the insured property address didn't exist. He put me on hold and told me he would need to get me to the right department. After an hour long wait again, no one ever answered my call. It's apparent that every time you try to resolve the issue, they intentionally put you in a hold that no one ever answers. If they were truly interested in resolving this issue, they should provide a number other than [redacted]. 
Regards,
[redacted]

[redacted],You are requesting funds that is lower than we authorized but since the account is cancelled we are not able to authorize any amount for this claim.  We are happy that you have found a company that will be able to assist you in the manner of which you would prefer.  Our policy states that we have the right to offer you funds in lieu of repair or we can offer you funds towards a new unit.  This amount that was offered to you is the amount that we would have provided to you for a new unit and if there was additional cost, you would have to pay out of pocket for that expense.  We do regret your frustration with this claim but unfortunately CHW is not able to assist you with a cancelled claim.Regards,CHW

Dear [redacted],We regret your frustration and do apologize for any inconveniences this may have caused you. We automatic dispatch system contacts all of the best available technicians in your area, and the technician who has the best availability, will pick up your claim. [redacted]...

[redacted] has been dispatched to come to your home for a diagnosis; you may contact them at ###-###-#### to schedule an appointment.We understand your sense of urgency regarding this matter, however, we are not an emergency service company.  CHW does offer a reimbursement option, which allows a customer to hire their own technician for the diagnosis.  For future reference:*We reimburse at OUR rates if the claim is a covered failure*You must pay the technician up front, in addition to the SCF*Your technician MUST call authorizations prior to doing any work to complete the repair for approval*Authorization Hours are as follows: Mon-Fri 8AM-7PM; Saturday and Sunday 9-5:30PM.*It takes 2 days to process the reimbursement upon receipt of form*It takes 30 days to process the checkWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW