Bass Services, Inc.

Dear [redacted],Per the technicians' diagnosis it was explained to us that the control board failed on the relays to the compressor due to a burnout on the backthis happened due to the compressor overworking and overamping when the defrost controls were faulty and the compressor was overworkingthe board.  This is secondary damage and that is not covered per our policy as stated in Section F. Limitations of Liability #19.  I am very sorry that this is frustrating for you but I am personally relaying the information that has been provided.If you disagree with the outcome of the claim, you are more than welcome to have a second opinion come and provide CHW with a diagnosis but if the diagnosis is the same the outcome of the claim will be the same.I have documented the notes in the claim to reflect that we advised you that you can provide a second opinion at your cost.Thank you,CHW

I am rejecting this response because for years I've had a home warranty with a company that I may have paid more for but I got what I paid for. I went against my better judgement and with a CHEAP company and I can say that I've gotten just what I paid for POOR customer service and quality. I made 2 monthly payments to this knockoff company. Anyone with common sense wouldn't think that a new warranty wouldn't pay for a replacement unit. However, the unit can be repaired as I found out when I called another company out to look at the unit. Choice Home Warranty didn't even offer that. The unprofessional representative was quick to say you can fix it but we aren't paying anything. So that I don't type a novel, I've gone back to warranty company I had previously and I've taken the necessary actions to handle repairing my unit. I want a full refund of all monies paid to this  bootleg operation.

Dear [redacted]We regret to hear your frustration. In review of claim# [redacted], we have advised you that in order for us to move forward with this claim, you will need to provide the proof of repair from your previous non-covered AC claim# [redacted].Please submit the invoice that shows what...

caused your system to leak Freon and the repair that was done to stop the leak to [email protected]. Once we receive your proof of repair and have reviewed it, we can then move forward with your claim.Regards,CHW

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]ment.   Upon review of your claim it appears that your claim was processed in accordance to the policy. In accordance to the policy section Letter D, Number 7 energy management systems are not covered. Additionally, section Letter F, Number 19 indicates that secondary damages are not covered. Also if there are issues with that were caused by technicians please also refer to section Letter F, Number 19 which indicates you agree that we are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages.   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:Chice Home Warranty would like me to sign an agreement which will not allow me to share their unethical business practices with others.  I refuse to remain silent about Choice's refusal to make repairs to my microwave oven just because my request for service was initiated during the first month of my contract.  Choice ignored the technician's report which detailed the condition of my microwave and instead relied on the recommendations of their in-house "technician" who had never been to my home or looked at my microwave.  I realize this company is only willing to accept my monthly payments for service but unwilling to perform as per our agreement.
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].   The claim was handled according to the policy. Section Letter D, Number 6 indicates that storage or holding tanks aren’t covered. The plastic piece that needed to be replaced was covered by CHW. If there was an issue with the job that the technician did, that needs to be handled with the technician. Section Letter F, Number 19 indicates, “You agree that we are not liable for the negligence or other conduct of the Service Provider, nor are we an insurer of Service Provider’s performance. You also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages”.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]CHW provides our customers’ with 30 days prior to the start date to review the policy and ensure that they have read all the terms of the agreement.  Per our policy, we do not cover failures that are not mechanical.  The tank itself is listed in the exclusions under water heater due to it being a storage vessel for the water to sit in; there is no mechanical function for this device.  We do regret your frustration however CHW does not cover the tanks. Also, due to the fact that your policy has been closed there is unfortunately nothing that CHW can do to assist with this claim.Reviewing the policy, we do see that you have paid a total $151.68 which was $37.92 a month and CHW paid a total of $135.08 towards repairs for your claims. As a good faith offer, CHW is willing to provide you with one payment back that would be provided to your credit card in the amount of $37.92.  If you would like to accept this offer, please contact us at ###-###-####.Thank you,CHW

I have purchased a control board from [redacted] and fix my own washer it didn't need any parts other than the control board. The contractor [redacted] was trying to gauge your company by adding parts that I didn't need but in this process I was the one who got screwed. In the contractors estimation he left with me it stated that the washer needed a control board only .Choice claims he told them it need others parts (which it didn't )It’s a shame that I had to buy the parts and repair my own washer and  Iam paying a monthly fee for a   home warrant .I have attached the followingPicture of used control board I purchsed off [redacted] along with my old control I took out of washer Picture of the control bid I won on [redacted]Copy of the estimation repairman left form the Contactor [redacted] Appliance repair

We do apologize for any inconvenience that this claim has caused.  We are happy that we were able to come to a mutual resolution with you in regards to this claim.

[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,
Phyllis [redacted]

A review of the claim shows the claim was processed properly. The diagnosis provided by the technician is what was used for CHW to determine the coverage. However, although it is not required that maintenance records be sent, you are invited to send in your routine maintenance records that will show that your unit has had the proper routine maintenance for your claim to be reviewed for a more favorable response.   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 you have a claim for your Air Conditioning unit.  I also see that you were upset that the technician stated that he had to perform a leak test.  Our policy clearly states that we do not cover leak test Per Section D. COVERAGE4. AIR CONDITIONING/COOLERNOTE: Not exceeding 5 (five) ton capacity and designed for residential use.INCLUDED: Ducted electric central air conditioning ducted electric wall air conditioning. All components and parts, for units below 13 SEER and when We are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except:EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.Also, please note that if your units are under manufacture warranty, which supersedes CHW policy, therefore we would not be able to repair any of the units that are under manufacture warranty.  Please see Section F. LIMITATIONS OF LIABILITY15. We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty.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.  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 [redacted].   A review of the claims shows that it was handled according to the policy. The diagnosis that was received was that there is a line restriction in the sealed system. This occurred due to lack of proper routine maintenance. Section Letter F, Number 12 states, “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”.  CHW will not provide a new unit as an upgrade because your unit is old, the policy covers repairs that are covered upon receiving the diagnosis. As a goodwill gesture, CHW has offered to provide you with $200 towards the non-covered claim upon a paid receipt of the services that you paid for recently when another technician visited in an attempt to assist you. Please call the CHW customer service team directly at ###-###-#### if you have any questions.   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.]
Please send necessary forms, I have a technician coming to check & give estimate for repairs.This is an urgent matter. Thank you. 
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 [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 has indicated that the policy has been canceled as requested and that a refund has been provided.   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]   It appears that your policy has been canceled with CHW.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

At this time, CHW can offer you a full refund in the amount of $71.66 that has been paid for the policy. The sale date of the policy was 7/23/16 with an effective date of 8/23/16. The claim was placed on 8/25/16 and has been deemed as a preexisting condition in accordance with the policy section Letter A, Number 3 as all components and systems need to be in working order for the policy. The team can provide the necessary documents to have this refunded to you. Please call the customer service team at ###-###-####.   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. 
However, your contract states that i"We have the sole right to determine whether a covered system r appliance will be repaired or replace.  WE ARE RESPONSIBLE FOR INSTALLING(I N S T A L L I N G) replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color." I am quoting #9 under "Limits of Liability".  I did not accept your replacement because [redacted] has several recalls for units catching fire and the reviews of that model are not good, particularly stating not getting dishes clean.  I chose the $$ instead of replacement and am having a unit delivered that is comparable to mine, not a unit with less features and bad reviews.  Nowhere does it state that if I choose to have my own unit purchased to replace one YOU COULD NOT REPAIR that you would not cover installation of that unit.  I have worked with other warranty companies and had to have an appliance replaced and I paid for anything above the cost of replacement(bringing it up to code) however they had the unit installed and had I bought my own unit, they would have installed it and given me $$ towards the new unit up to a certain amount. 
Regards,
[redacted]

Dear W[redacted],CHW stated that the unit failed due to what we were advised by the technician however this claim would not have been covered per the policy’s terms that state that all units must come into the policy in proper working order. Please see Section A. Coverage #3You purchased your policy on 1/7/16 and you had 30 days from that date to ensure that all units were in proper working order. Your policy began on 2/7/16 and you placed your claim for your refrigerator on 2/9/16 stating it wasn’t working since the day before.  This was less than 24 hours after the policy started which indicates to us that this unit was failing prior to the date that the policy began. Per the policy Section F. Limitations of Liability #1 states that CHW does not cover failures that are known or unknown to the policy start date.We did however allow for a technician to go to the home and provide us with the diagnosis, per their diagnosis we determined that this was not a covered claim and advised you of such. This policy has been cancelled and you have been provided a refund for the amount that you paid $340.00, minus an administrative fee of $50.00 and you were provided $247.50 back to your account.We do regret your frustration however CHW is in full compliance with the terms and conditions 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 claim, I do see that CHW had advised you that the unit had secondary damage and we did cover part of the repair as that was the initial problem; you were responsible for the secondary issue.  Per our policy, Section F. Limitations of Liability #19, CHW doesn’t cover repairs related to secondary damage.  Since you have already cancelled your policy, we are not able to assist you with any goodwill offers towards this claim and also we did wave the cancellation fees stated in Section L. 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.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