Bass Services, Inc.

Dear [redacted],After reviewing your claim, we did advise you that you were permitted to send in records of maintenance however you chose not to do so.  Per our policy, Section F. Limitations of Liability #12 states that all units must have proper routine maintenance as specified by the manufacture.  If you could provide us with routine maintenance records, CHW would be willing to reopen your claim.  However, if you are not able to provide such records, CHW is willing to provide you with a refund of the policy’s amount minus the amount that CHW has paid on claims.  You paid CHW $528.00 for one year and CHW has paid $390.21, being that the policy will end on 11/28/16; we are willing to provide you with the difference of $137.79.If you would like to accept our offer, please contact us.  If you have routine maintenance records, please send them to [email protected] you,CHW

Dear [redacted],We do see that you have spoken with one of our managers who has been able to assist you with this claim.  We do see that CHW is providing you with a part and you are working with them to pay the other portion of the claim. We are happy to see that a mutual resolution has been met.We do regret any frustration and again are very happy to see that there is a resolution for your claim. All of our best,CHW

I have confirmed with [redacted] that she is in receipt of your email and will reply to you accordingly.   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 claim, we do see that the failure that your unit had was caused by rust and corrosion. Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover failures due to rust.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Dear Julian [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 claims that you have placed with CHW indicates that there were payouts made to the technicians for the claims. There was a claim placed on 12/21/15 for the washer in which a payment made. There was another claim for the plumbing system made on 4/16/16 which resulted in a payout of as well. CHW will cover claims in accordance to the policy as indicated above. Section Letter L, Number 4 of the policy states 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. CHW values all customers and wants to be able to provide the peace of mind promised to customers, however, if you would like to cancel your policy, please call customer service at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   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 that started with CHW on 4/17/15 and placed a claim with us on 5/18/15; one month after your policy started.  According to the technician your unit was 2 pounds low on Freon and the coils needed to be replaced due to the rust and leak.  Our policy clearly states in Section A. Coverage that you must come into the policy with your unit in good working order.  You are given 30 days prior to the coverage start date to ensure that all the units are in proper working order.  Also, per our policy we do state in Section F. LIMITATIONS OF LIABILITY that we do not cover any known or unknown pre-existing issues; pre-existing to the policy start date.  CHW does expect all customers to have proper maintenance competed to their units as specified by the manufacture.  Please see below:A. COVERAGE3. 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.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.We do apologize for your frustration with this claim and that you chose to cancel your policy with CHW.  Since you have cancelled your policy with us, we are unable to assist you in any way with this claim.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:No offer was ever made to compensate me for anything number one. Maintenance records were sent to Choice Home Warranty and they still rejected the claims. There are over 437 Complaints against Choice Home Warranty for similar rejection by them. Choice has made it a common thing to blame any breakdown on poor maintenance. Even the contractor they sent out to my home stated that the Unit was in good shape and it was well maintained. I have the report from him that states this and they still reject their own contractors report. I am a Real Estate Agent with Realty Executives Associates and have found this action by Choice to be very common claim by Choice Home Warranty. I have 2 other similar situations and the customer service is very poor. When you call them with a claim they put you on hold for 25-40 minutes then transfer you to another agent and somehow you always get hung up on. They are one of the worse companies I have ever dealt with and frankly as the Manager said we are a multi million dollar company and we really do not care what you do. He went on to say they have attorney to handle any complaint against them and if you took them to court they would make it a hardship for the owner.  Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:Sudden failure of the microwave was not a preexisting condition. The microwave unit was in 100% working order until the day it  failed.  The fact that it failed only 5 days into my policy has nothing to do with showing that it was a preexisting condition.  You  also forget to mention that this 5 days was also after the extensive probationary period from the time I paid the policy and the time that coverage actually started.  Furthermore, this is a rental unit and I assure you that my tenants would not have allowed such a long time frame for microwave repair. Even the tech that replaced the microwave was very shocked that your company  made such statement in order to avoid paying for the repair in which you are contractually obligated. even if it it was a pre-existing problem I would have made a claim with the company I switched from after being assured by your salesman that your company was a better option with better rates.  Also, after being a military aircraft Electrician for 10 years, I know that electrical components are capable of and typically do fail without warning or preexisting conditions.  As for your inappropriate comment about the past due status of my account, why would I continue to give my money to a fraudulent company?  It literally cost me more money to have the repairs accomplished because I had to pay a service fee.  If you pay the claim in which you are obligated without me having to take the next step of filing a claim in court and refunding the $60 service fee, I will revisit the idea of keeping my account active.  I warn you now, not paying the claim will be a bad idea.  I got out of the military after 10 years of service and spent three years in law school because of companies just like yours who would rather deny legitimate claims and try to hide behind the arbitration agreements in their contracts hoping and expecting people to just give up on their claims because they do not know the legal remedies available to them.  I am telling you now, I am not that person.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:
If I go to the trouble to have the yearly maintenance contract on this equipment as YOU REQUIRE then why would you ask me to ignore the suggested repairs that the technician from that company suggests? What you are saying is a blatant lie. Note on the copy of the invoice I sent that the technician says the unit is NOT working properly on departure.
Regards,[redacted]

[redacted],We do regret your frustration however as you are aware (we show that you had a policy with us in 2012 and chose to cancel) you are only permitted a full refund for the policy within the 30 day grace period from the date that you signed up with our company, 11/11/15 to the date that you started with our company 12/11/15.  You have been covered for the amount of time that you have had the policy however we do go strictly by the guidelines and this claim was not provided with an authorization to be completed.  If you would like to accept the goodwill gesture that we are offering to you, please contact us. Thank you,CHW

Dear [redacted]We do understand your frustration however CHW is in full compliance with our terms of our policy. We have provided you with the amount of $350.00 which is our basic amount per our cost for this unit.Our policy states in Section F. #16 “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.”As a good faith offer, CHW is willing to place a onetime free service call fee onto your policy for you.We do hope that you understand our position the policy; you will receive the check 30 days from the date of authorization which was 5/19/17.Thank you,CHW

Dear [redacted], We regret to hear your frustration. In review of your claim, you called in on May 11, 2017 at 8:43 pm stating that there was a leak under your sink.  We advised you that the claim was dispatched the available technicians in your area and it may take up to 24 hours for a...

technician to accept the work order. On May 12, 2017 4:12 pm, [redacted] was assigned to your claim.  Choice Home Warranty emailed and sent you a voice message with the technician’s information.  Please understand that if you are unable to get in contact with a technician on the weekend, there is a possibility that their business is closed. Please contact the technician today at ###-###-#### to schedule an appointment.  If you have further concerns or still cannot get in contact with the technician, contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday and Sunday 9am-5:30pm EST.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because: At no time have I received communication that my automatic debit was no longer active until I had cancelled my membership.  When I called in July to schedule the repair, I was not told and the repair was scheduled.  I called multiple times and emailed due to not getting a provider (the one sent is over 100 miles away), not getting follow-up and not receiving the service. You contracted with the provider, sent them to me and thus you agreed to fix my water heater.  I asked for a new provider multiple times and was told I could get one.  Again, no one stated I had not paid, sent a provider and only after me becoming upset following 6 plus calls and emails was I told my plan ended.   I did not contract with the provider, and I can not get in contact with them.   
Regards,
[redacted]

[redacted] When placing a claim with our company, you are placing it with a reprehensive who believes that you did review the policy and terms that are there.  We are not technicians and if you tell us that you would like a tech to come to your home, you believe it to be something that might not be covered; we will send a tech out since we do not know the issue. We will place a onetime free service call fee onto your policy for you however we do request that you review the policy that you purchased to ensure that you fully understand what is and is not covered.  Thank you, CHW

Complaint: [redacted]
I am rejecting this response because:Ok you send a technician of your choice and you pay for him to come out and talk to you about the problem  It has already cost me $100 to  have my tech talk to  your service person thast a hard time understand AND I have already sent records showing the repairs and servicing that have been done. You can contact me at ###-###-#### to meet your tech and maybe you will believe him since he will be working for you??!!  He can tell you how clean the coils are.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  It does not address the basic issue of sending out unsolicited email messages that do not include a "unsubscribe" link.  It is unfair and deluge potential customers with unsolicited and unwanted intrusions via email without providing a means for them to "unsubscribe" without having to spend hours on the phone trying to contact a person at a service center who can then promise to take care of it.  If Choice Warranty wants to send out unsolicited email advertisements, they should at least have the professions integrity and courtesy to provide a means for the recipients to "unsubscribe" immediately. 
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 [redacted].   Upon review of your claim it appears that your claim was processed in accordance to the policy. Although CHW values all customers, if you would like to cancel you may do so in accordance to the policy section Letter L, Number 4 which states 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. Our customer service team can assist you with this and can be reached 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 www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that this was not a covered claim due to a lack of proper routine maintenance. We did explain to you that the previous repairs that you had with our company were not considered to me preventive maintenance and we do see that as a goodwill gesture we have offered you a refund of your policy minus clams paid, to provide you with a total of $429.98.  Your policy had been cancelled and you already received $389.02 and we are willing to provide you with the remainder of the funds without a pro-rated refund or administrative fee of $50.  We are still awaiting a response from you.Thank you, CHW

You had advised us that the unit was struck by lighting and we advised you that the unit was not maintained properly.  Both of these are not covered claims, an Act of God would be something that happens suck as lighting striking the unit, not something that anyone had any control over but something that happened to the unit.  We do not cover power surges to the unit as well, this is a claim that shows that the unit was not maintained properly.  You provided repair records to us showing that you added Freon to the unit for both invoices. This is not proper maintenance, if a unit is low on Freon, you would have to find out why and not just add Freon.  The invoices date back to before you had the policy with us showing us that this was an ongoing issue and that the unit did not come into the policy in proper working order.  Please see Section A. Coverage #3.Since we are not able to cover the cost of your claim due to the policy's guidelines we would like to offer you a goodwill gesture of an extra month of coverage at no cost.  Your current plan expires 5/11/16 and at no charge we would be happy to move the date for you to 6/11/16.  We regret your frustration and do value you as a customer and would like to make this offer to you.  If you would like to accept this offer, please contact us and advise of the policy number for this offer: [redacted] and we will add the free month to your coverage.Respectfully,CHW

Dear [redacted],
CHW does not cover failures that are pre-existing to the start date of the policy. Please review the policy Section Letter A. #3. It states that all units must enter the policy in proper working order and that we will not cover any failures that are pre-existing to the start date. Please see below:
A. Coverage.
“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.”
The policy began on 5/25/16 and you placed your claim on 5/31/16 (6 days after the start date). You are provided 30 days prior to the start date to ensure that all the units are in proper working order and to ensure that you have read and understood the terms of the policy.
The technician that provided us with the diagnosis advised us that the unit failed due to a multitude of mechanical failures, it was also advised that these failures could not have happened within the 6 days that the policy was in effect; therefore the claim was not a covered claim.
We do regret your frustration and that is why we provided you with a full refund of the paid policy in the amount of $425.00 which was credited to the credit card you used to purchase the policy. This credit was placed onto the credit card on 6/7/16.
Since you disagreed with the terms and conditions of the policy, CHW did provide you with the full refund.  However there is nothing more that we can do for this policy since it has been fully refunded and cancelled.Thank you,
CHW