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 [redacted].   Upon review of your claim it appears the claim was processed in accordance to the policy as outlined in section Letter F, Number 12. CHW isn’t responsible for repairs related 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 rust/corrosion was found on the evaporator coil which led to the unit leaking Freon.  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 as a goodwill gesture, we have placed a onetime free service call fee onto your policy.  This can be used on your next claim.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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, I do see that the ice-maker claim was not a covered claim due to the fact that CHW does not cover ice-makers.  The last claim that you had placed for your refrigerator was not covered due to the fact that we were advised that the issue was caused by a lack of proper routine maintenance.  It was said that the condenser coils of the unit were dirty and that caused the unit to overheat and therefore cause the board to go bad.We do regret your frustration, we do however urge customers to read the policy before they sign up online as you did, this way you can view the coverage and see what the included items are as well as the excluded.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. 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.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you agreed to have your own technician perform the leak test. Based on the leak test results, it stated that there was a leak inside the condenser unit by the coils.  The issue with the condensing coil was caused from a lack of proper routine maintenance.  The condensing coils are manufactured to withstand extreme conditions, therefore if the system is not properly and routinely maintained, it will fail.  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...”If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review.  If your records show that your system was properly and routinely maintained, we would adjust the outcome of the claim accordingly.  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: My Perry Home Builder responded to me as follows: Jun 24 (4 days ago)to me Kumar,  The Microwaves that we purchase from G.E. are used for both countertop and for built in applications. There is a trim kit/ built in conversion kit that is ordered with the microwave, which is used to convert the microwave to be installed into a kitchen cabinet.  Your micro wave is a built-in micro wave , as it is built into your cabinet.  This is not a warrantable issue.  ____________________________________________ Bruce SmithProject ManagerRiver Stone 65’Perry HomesPhone: (281) 265-6555 Fax:  (281) 265-6563 eMail:  [email protected] Visit us on the web at www.perryhomes.com ____________________________________________
Regards,
Saurabhkumar Desai

Complaint: [redacted]
I am rejecting this response because:
No one with Choice has been working with me on a resolution to this and I have not received any sort of an email concerning a resolution. 
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] Our goal is provide all of our customers with outstanding service at all times. However, it appears that you would like to cancel your policy for a full refund. We have sent you an email outlining the terms in which we will provide the refund of the full amount paid for the policy. Under the terms of the policy, section L, 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. We will honor your request for a full refund. Please 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 www.choicehomewarranty.com/useragreement.   When there is a promotion offered that will allow for free months, those free months are provided at the end of the paid contract term. However, although there was a refund processed for the month of December, it has been requested that the month of November also be refunded. You were charged for November as the payments begin after the sale date, not the effective date of the policy. Please call the CHW customer service team directly with any questions at ###-###-#### and a request for your refund has been placed.   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: accordingly to information  provided by choice home warranty the amount paid for claims during the current police period was $432.5. Subtracting that amount, the $50 administration fee and $195 for the 6 months of the policy used prior to cancelation from the $1950 I paid for  the 5 year policy leaves $1275.20 that should be returned to me. I  broke the calculation down this way in the original complaint. If Choice home warranty is showing a different amount for claims paid between May - July 2016 please have them provide the details.
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 policy that began on 11/21/13, we do see that CHW has assisted you in covered claims.  We do see that you placed a claim for your water heater and you stated that it was leaking water. Upon the diagnosis from the technician, we were advised that your unit was a “lowboy” unit and the tank needed to be replaced. Per our policy Section D. Coverage #8 Excluded is the “lowboy” unit as well as the tank. In this case it would not matter if the unit was a low boy or not, the tank needed to be replaced and CHW does not cover the tank.We do see that we had explained to you our policy and offered you a goodwill gesture towards the unit in the amount of $100 which you declined.  We do regret your frustration however; CHW is in full compliance with the terms and conditions of the policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
I had the unit repaired and there was no damage to the coil
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 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 unit was low on Freon and there was a small leak in the coil.  The technician advised that he repaired the leak with a seal and added Freon to the unit.  Please understand that the technician was not given authorization to make this temporary repair.Per our policy, Section Letter C, Number 3, CHW “…will not reimburse for services performed without prior approval...”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 as a goodwill gesture, we offered to reimburse $150.00 towards the non-covered claim.  You declined this offer. As a goodwill gesture, we will offer you $240.00 reimbursement to cover the cost of the Freon.  To accept this offer, please find attached release agreement. Kindly sign, notarize, and return the documents to the attention of “Consumer Advocates” and also include your policy number.  You can return the document by email, fax, or mail.  Please note faxing does take 24 hours to upload into our system.  The fax number email and mailing address are listed below.Email to: [email protected] to: ###-###-####Mail to: [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.]
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 Y[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 that you had with us on 6/24/15, CHW advised you on 7/14/15 that we did not have the part as of yet for your unit but we could offer you the funds in lieu of repair.  This would be per our policy, to offer you the payment of the parts for the claim in the amount of $484.47.Please see Section F. Limitations of Liability #9, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts.The claim was closed as a buyout for this unit per your decision and we provided you with the cost to assist you with a new unit.  If you had chosen to repair your old unit rather than purchase a new one with the funds that we provided, we would not cover the unit any longer due to us paying you for the cost of the parts.  CHW would not be able to provide you with a full refund of your policy since you had paid $1050.00 for the policy and we have paid out $1088.36 so far on claims for you.  There would not be a refund for this policy but you are permitted to cancel of you would like to but again there would not be a refund.CHW does regret your frustration with this claim however we are in compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted], We strive to provide the best customer experience, therefore, we reached out to the technician and advised that your funds in the amount of $150 be refunded to you.  He agreed to this.  Please contact the technician directly at ###-###-#### to receive your refund.  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 your claim was processed in accordance with the policy as indicated in section Letter F, Number 12 in which CHW isn’t responsible for repairs related 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 [redacted]   CHW wants to be able to ensure all customers are satisfied and is committed to abiding by the policy that is in place. If you have contract issues, customer service issues, guarantee or warranty issues, you may always call the customer service team directly at ###-###-####. A review of your claims shows that there has been 1 claim that wasn’t covered. The claim placed on 8/1/16 for your air conditioning system which wasn’t covered in accordance with section Letter D, Number 4 of the policy in which the thermal expansion valve is not covered. However, CHW provided you with a payment of $150 for goodwill to be used towards repairs. Section Letter L, Number 4 of the policy outlines the cancellation policy 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 10% administrative fee and any service costs incurred by Us”.   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.]
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 did accept the amount of $280.00, even though my contract says up to 500 and your agent said 280 or nothing, so I guess I didn't have a choice, but like I said the contract shows, replace at a cost that you could get one for, but you can't get a dishwasher for 280.00 so its my loss.  Plus your plumber said that the pipes were installed in my 7 year old house wrong and that's why I have a back up on my other issue " not the dishwasher" but yet in the year I have owned this house, this is the only time we had a backup, and it the pipes were installed wrong, we would have had problems all along, the plumber wouldn't even snake it, all he did was go upstairs in the attic and say its wrong, and you accepted that which caused my plumbing to be denied
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The agreement does not allow me freedom of speech regarding my experience with CHW. I requested that the restrictions be removed and I have not received a revised agreement. I will not agree to the restrictions. I just want my money back.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because when having your sales personal sell your warranty it was not conveyed that appliances will not be replaced only repaired if possible. As a paralegal I asked specific questions before purchasing the warranty and was assured that if something should happen to an appliance and it could not be repaired that it would be replaced with an item of equal or better value. I was not told, "we will send you the warranty first to read before purchasing as what I have just told you is really an untruth." Paying me what the part and labor would cost does not equal to what a gas range costs. Plus I paid $45 for a service call that only benefits you. I realize that I am not your only customer but rest assured if I can stop you from gaining other buyers without real knowledge of what this warranty supports it will be done. 
Regards,
[redacted]