Bass Services, Inc.

Dear Robert [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].We do see that the policy had started on 7/19/15 and we do provide 30 days prior to the start date for the customers to review the policy and make sure that they are satisfied with the terms and conditions. Section D. Coverage #6 states WATER HEATER (Gas and/or Electric)INCLUDED: All components and parts, including circulating pumps, except:EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.CHW does not cover the actual tank of the system, we will cover the heating mechanisms that are used to heat the water the tank is just the storage vessel that holds the water and does not have a mechanical function.We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policy. Best regards,CHW

[redacted]Please send the records of maintenance to [email protected] and we will review the claim.  Please note that the technician does not make the determination of the claim, they provide us with the diagnosis and CHW’s authorization department will make the determination.If you would like us to review the claim, we will do so by reviewing the records once they are sent. If you would like a refund, we will be able to provide that to you. Please advise us which route you would like to take.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because the basis of my complaint was about Choice canceling the diagnosis of the problems with my a/c unit.  Choice Home Warranty cannot say what the problem is with my a/c because they had never had it inspected.  Choice set up a diagnosis of my system to determine what the problem is but then canceled it without notifying me.  This resulted in loss hours of work and production at work.  I've already acknowledged with Choice that I understood that when I initially opened the claim, the warranty hadn't activated yet.  When I attempted to reopen a new claim to say that my unit was no longer working again, Choice refused to cover it because they claim it was never repaid.  It is impossible to know whether or not it was repaired.  The current existing problem may or may not be the leak and it is horrible business practice to assume a problem whether than have it diagnosed.  Choice made promises to me that weren't met.
Regards,
[redacted]

[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 okay.  It is less expensive for them to refund the policy amount then to fix the appliance so of course they choose the refund, but I am okay with that. 
Regards,
[redacted]

Dear [redacted], We would like to work with you, however, there is no reason as to why you are rejecting the response provided.  Regards, CHW

When a claim is placed, CHW will ensure the claim is assigned and both an automated call from CHW as well as an email to the address on file are sent out. This provides the assigned technicians name and telephone number. Please accept the apologies of CHW if you didn’t receive either the call or email. CHW did send the information regarding the reimbursement procedures that have been established.   Furthermore, the check for $400 was mailed, however, records indicate that the check has not been cashed. It was mailed to the address on file. If there check is not received within 90 business days, a new check will be sent.   CHW regrets the loss of any valued customers, however, if you would like to cancel please call ###-###-#### to have this request handled.   Regards, CHW

[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]. All of our information was sent to you upon your start date as well. You did receive a hard copy and an email with the policy’s terms and conditions.Upon review of this claim, I do see that the technician stated that the unit was missing a part the High side port was missing Schrader core, he went on to state that the unit fires up but doesn’t hold on and this is why.  Technician stated someone had tampered with the unit. On 8/20/15, 8/21/15 & 8/24/15 CHW spoke with you several times and explained to you what the failure was accord to the technician. On 8/21/15, you chose to cancel the policy and as a good will offer, despite that CHW had paid out $1302.25, we provided you with a FULL REFUND of $1080.00.We advised you on 8/24/15, that we would not be able to assist you with this claim as you received a full refund and no longer are our customer for this policy.CHW was not obligated to refund you the entirety of the policy, as per section L. Cancellations.  We were to provide you with a prorated refund and charge you with an administrative fee of $50.  This would have made the amount a negative and you would have owed CHW.We do apologize for any frustration with this claim, if you had a second opinion before you cancelled your policy, CHW would have been happy to review the claim.  Considering that we provided back all funds to you and we paid out on your policy, CHW will not be able to assist at all with this policy or claim.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.  Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:  The email correspondence shows that you did, in fact, receive the request and acknowledged it by email on November 6th at 9:22 am.  See attachment a second time.  As you have now delayed your response until the 90 day period so that you can save $30, I will accept my check, but will not renew my contract with your company nor condone your deceitful practices.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:When I had home inspection last year October before buying the house there are no issues identified. King valves are mechanical parts. When the A/C is working fine why do I go and look into the parts if they are working fine or not. And the point of taking insurance is to cover the mechanical issues. The unit is outside the house so it can be prone to mechanical issues, that's the reason the policy has taken and paid it. Now CHW simply rejecting saying king valves are not working because of no maintenance and we won't accept the claim, which doesn't make sense. 
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 the claim was processed in accordance to the policy section Letter F, Numbers 1 and 8 in which CHW isn’t responsible for repairs related to rust and corrosion. Based on the diagnosis received from the technician there was leaking at the Evaporator Coil that was a result of rust and corrosion.   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:Choice Home Warranty section D, 16 states: "16. HWA GREEN (Total Plan & Basic Plan) INCLUDED: If a covered system or appliance (limited to Clothes Washer, Clothes Dryer, Refrigerator, Dishwasher, Heating System, and Water Heater) breaks down per Section I above and subject to all other contract inclusions, exclusions and limitations, and it can not be repaired, HWA will replace  the appliance with an ENERGY STAR qualified product (subject to availability, exclusions and limitations), one with similar and like features as existing appliance, except:"Choice Home Warranty did not offer a replacement but instead a cash offer of whole sale value which will always be lower than Market RETAIL value. I asked Choice to replace appliance but they stated they do not when section D, 16 states they do. With the amount issued of $400, I cannot replace with a similar appliance with similar features since the public does not have access to whole sale pricing.  
Regards,
[redacted]

A[redacted],The compressor on your unit had an internal mechanical failure also the valves were bad. This occurs from a lack of proper routine maintenance.  Again, per our policy “valves” are an excluded portion of the claim as well as a lack of proper routine maintenance.CHW did offer a goodwill gesture to you in the amount of $350 which you declined and chose to cancel your policy.  We do regret your frustration however you did decline or offer to assist you and you also cancelled your policy with us.  You did receive your refund of the policy in the amount of $991.66.CHW is in full compliance with the terms and conditions of our policy. We wish you the very best with your home warranty needs.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 policy that began on 5/29/15, we do see that you placed a claim for your AC unit on 6/26/15; almost a month after the policy began.  We did advise you that this claim was not a covered claim due to the air ducts being unbalanced, this would be a maintenance issue.  You placed a second claim for the same unit on 7/8/15, stating that the unit was not coming on.  The technician advised our inside technicians that the units rotors were locked and that the unit had an internal failure, they did suggest that this was due to a lack of proper maintenance.  The third claim that you placed on 7/9/15, stated the same as the second claim.We do apologize, per our policy, all units must come into the contract in proper working order and all units must be properly maintained.  This is stated in Section A. Coverage #1 and in Section F #12.Since your policy has been cancelled, CHW would not be able to assist you with any goodwill gestures towards your claims as they were not covered as per the policy.  We do regret any frustration that this has caused, please note that CHW is in full compliance with our terms of our policy.Respectfully,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, we do see that you placed a few different claims, one claim was for your garbage disposal and CHW did approve and cover that claim.
The second one was for the washer and CHW was about to provide you with a cash payout in lieu of repair however we did a goodwill gesture to cover the cost of the repair. Being that the repair was not recommended by the service provider, CHW stated that since the washer was repaired, we will no longer cover this unit.
The third claim was for the dryer and this claim was placed under an option that was not covered per our policy.
The last claim you placed, was for the Air Conditioning System and as you did state this was not a covered repair due to the fact that CHW does not cover failures that are caused by rust or corrosion. This is stated in Section F. Limitations of Liability #1 as well as #8.
Please note that CHW does reach out to the customers via email and we ask that you contact us when pending a claim decision.
We do regret your frustration with these claims and are happy we were able to assist on the majority of them. CHW is in compliance with the terms and conditions of our policy.
Regards,
CHW

Dear [redacted],We regret to hear your frustration.  Our policy is available for public viewing on our website at www.choicehomewarranty.com, therefore, the policy was available for you to review before purchasing the policy.  In addition to that, upon the purchase of your policy, you were...

given 30 days to review.  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 evaporator coil was dirty and the blower motor was clogged.  These failures occurred from 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, in which you requested to cancel your policy.  Per your request, your policy has been cancelled as of June 25, 2017.  Please see our policy in Section Letter L of Cancellations, as there is an administrative of $50 due upon cancellations.  Although you were only entitled to a pro-rated refund, we have honored your request and processed a full refund in the amount of $400.If you have any further questions or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted],I do apologize that you are unhappy with the policy that you signed up for.  Unfortunately, the $180.00 that we were going to offer you was a goodwill gesture but you chose to cancel your policy therefore giving up the $180 as it was advised to you on 5/25/15 by Stephanie of whom you had spoken with.  Per our policy, Section L. Cancellations, if you chose to cancel your policy therefore we gave you a pro-rated refund also you were charged the $50 administration fee.  Please see last page of policy or you can see it online at www.choicehomewarranty.com/useragreement.L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. 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.You did not incur any fees from CHW, if you were to have been given the goodwill gesture it would have been taken out of the refund that you would have received.  Your refund of your policy was $666.00, if you had received the goodwill gesture that we were offering you at the time you had your policy, you would have received a refund of $652.00.Once again Ms. [redacted], we are very sorry for any frustration that this has caused.  CHW has followed all the rules of the policy and we are in full compliance of the policy and regulations.  We are unable to refund any other monies to you because your policy has ended and you have already received the refund for the policy.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 claim and the policy, CHW does not cover failures that are under the foundation of the home.  We only cover the main foundations of the home therefore this policy would not be beneficial for you.  Our policy does not cover the replacement of the tanks since they hold no mechanical function.  They are a holding vessel for the water and our policy will cover the heating mechanism for the water to get hot.CHW normally does not offer refunds for the policy because we believe that our customers should have reviewed the policy within the 30 day grace period of the policy to ensure that the policy is understood.  As a good faith offer since the claims that you placed are not covered per our policy, CHW is offering you a full refund of the amount that you had paid of $476.00.  If you would like to accept this offer, please contact our customer service department at ###-###-#### and they will provide you with a release agreement to sign. Once that is signed and sent back, CHW will credit the credit card that you used to purchase the policy.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 your policy indicates that a refund in the amount of $975.00 was refunded on June 15, 2016.       Section D of the policy states “the coverage is for no more than one unit, system, or appliance, unless additional fees are paid”. The exception to this is the air conditioning units in which we provide coverage for two. Additionally, Section A of the policy states “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 the appropriate fee is paid. As an additional courtesy, after indicating the lack of coverage for your air conditioning units, we presented you with the option of adding the additional units onto the policy to ensure you had sufficient coverage. For your convenience we offer a variety of additional coverage options. This will also provide an opportunity to understand the coverages of 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],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 out of the system had leaked out 3lbs of Freon, due to the rusted evaporator coil.  Per our policy, Section Letter F, Number 1, CHW is not liable for repair of conditions caused by “…rust or corrosion…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction. You spoke with Customer Solutions Specialist who attempted to assist you by offering to sell an evaporator coil at a discounted rate, however you declined as you insisted on cancelling your policy. Per our policy, you are not entitled to a full refunds.  Please Section Letter L of Cancellations:This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. 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.  All cancellation requests must be submitted in writing.Per your request, your policy has been cancelled and your refund is processing.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: I bought the Insurance to protect my home. If the technician was crditable should have known what cause the overheating and pursue fixing the problem like changing the CAPACITOR like it was done by my Technician but decided to take the easy way out and decline the claim. I also never got a copy of the claim report. This company should be banned for doing businees in FL or any other state I want my complaint to be  publicized unless they are willing to pay my invoice of $189 of having the problem fixed
Regards,
[redacted]