Bass Services, Inc.

the check finally came today.  Thanks for your help.

Complaint: [redacted]
I am rejecting this response because: We would have, did cover  the Freon. The first technician did not test to see what the Freon level was. Your policy does not say that it does not cover compressor, in fact it states that ALL COMPONENTS AND PARTS INCLUDING INTEGRAL FREEZER are included. Exclusions are Freon and leak. No one determined if and where the leak was.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that I have no other choice in the matter other than to accept a partial refund.  While I do disagree with their statement due to the misleading timeframe and now they seem to now claim this might have been a preexisting condition, I can only go by what I was sold and also told by the one tech that they hand picked to send to my home whom never went inside my home even when offered and said everything looked fine and then to also have a third party tech provide them with the problem over 2 months later which they state but not by their tech back in May.
I am disappointed with Choice Home Warranty and will never purchase another home warranty again from any company. 
Regards,

Dear [redacted],We do understand your frustration with this claim however the diagnosis as well as the pictures show us that the unit lacked proper routine maintenance.  There was a restriction in the air flow and retaining moisture around the condenser coil which resulted in a leak.  This was hanging and debris was filled to the control box within the furnace. Per our policy, we do not cover failures of lack of maintenance. We have offered you a goodwill gesture to assist with the claim regardless that the policy is cancelled with us.If you would like to accept this offer, please contact us at ###-###-#### and speak to a customer service rep.Thank you,CHW

Regarding my complaint ([redacted]) against Choice Home Warranty, I received a message through the Revdex.com from the CHW that they would credit my account $443.00. They asked that I give them 7-10 days. To date the money has not appeared in my bank account.

Dear Mr. [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] CHW does reimburse for repairs that are made if the claim is covered however before the repair is completed, your technician would have to contact CHW to receive prior approval. This is stated in Section C. Service Calls #3. Also per our policy, we do not reimburse for leak detection tests. This is stated in Section D. Coverage #4. If your unit was low on Freon, and our technician added it, then you had your technician come and he added it as well; there must have been a leak.  Also, the technician you hired did not complete the leak detection test, he placed Freon into the system and added dye, and he should go back to the home to finish the test.  Once you have the results of the test can we know for sure if the unit does not have a leak. If the technician states that there is no leak, CHW will reimburse you for the $135.00 as a goodwill gesture but we do have to know that there was not a leak because we have already paid for the unit to have Freon added. I have notated your claim to reflect that the technician will contact us to provide the rest of the outcome of the test. We do regret your frustration with this claim; and are hopeful to get to the bottom of the issue. Regards, CHW

Please check the credit card that you signed up with us with, I do see that you were provided a refund again on 10/11/15 in the amount of $1125.00 as well as a refund on 08/05/15 in the amount of $2805.00.  Please contact our cancellations department if this is not what you are stating, this is the full amount that we do see. Thank you,CHW

[redacted],We do regret your frustration, when asked "if" it would be covered, CHW cannot say it would be until we have a diagnosis.  Our website explains all the items that we cover and do not cover. Lastly, per our policy, Section F. Limitations of Liability #19 states that CHW is not responsible for the negligence of the technician. CHW does not know if the unit will be covered after the leak is found.  If it is due to rust, we can say NO that will not be covered, if it is due to a lack of proper routine maintenance, then again No.  These are specific reasons that we do not cover as stated in the policy. Please feel free to contact us with any questions or concerns.Thank you,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]   The goal of CHW is to offer optimal customer service at all times. Please accept apologies in the delay in getting the dishwasher installed. The unit has been ordered and should allow approximately 5 business days. Please call the customer service team at ###-###-#### for continued updates if you haven’t receive the unit.   CHW values all customers and wouldn’t want to see you leave, however it you would like to cancel please call the customer service team at ###-###-#### to handle this request.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dea[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].   records indicate that the policy has been canceled in accordance to section Letter L, Number 4 in which if the policy 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 $25 administrative fee and any service costs incurred by Us. Research was done and there as an additional payment posted to your credit card on file in the amount of $16.66. The refund received was pro rata as well as the administrative fee. If you have any questions, 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

The release agreement is necessary in order to provide the discussed payment of $150.00. Food spoilage is something that is not covered in the contract but in the interest of customer service CHW wanted to assist. The agreement is still valid if you would like to take advantage of it. Once it is received it will be submitted for processing. If you have any questions regarding the agreement, please call the customer service team directly at ###-###-####.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:  It was installed by there company, the person they sent to do the repairs messed up my system.
Regards,
[redacted]

Dear Sandra & Mic [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 was processed in accordance with the terms of the policy. Section Letter F, Number 1 indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions. Based on the diagnosis that was received from the technician the compressor on the unit the compressor was bad. The policy has an effective date of 8/11/16 and the claim was placed on 8/14/16. This is something that would not occur during such a short span. However, in the interest of customer service, CHW offered a goodwill gesture of $200 towards the repair. An agreement was sent.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted]Thank you for your response, we understand that there is a reason that you had to purchase a new unit however CHW does not cover emergency repairs or replacements and we do not cover units that lack proper routine maintenance. As you stated although there might be a reason, the coil was dirty and that is a lack of proper routine maintenance. CHW is offering you a goodwill gesture in the amount of $200 for this claim.  Kindly contact us at [redacted] if you would like to accept.Thank you,CHW

I am rejecting this response because:  I Called Choice Home Warranty within the first 30 days of the contract to cancel.  I have attached the AT&T call logs and the numerous times that I phoned(8 times in total) to cancel which I can do within the first 30 days of the warranty.  They repeatedly told me that someone would phone me back and no one ever did.  On the morning of the 17th of July at 6:31am I called again and they transferred me to a Director, Mr. Aaron [redacted] and I spoke to him for over 30 minutes and he blatantly told me that he would not cancel my contract.  Hence the long phone call of me repeatedly instructing him to cancel my warranty.  He then told me that they would cover the electrical panel fault but I had to pay another $500.   I again instructed him to cancel the contract.  He told me to think about it over the weekend and I would receive a full refund if I decided to cancel after that.  I told him I would NOT change my mind and called again his direct number (###-###-####) and canceled AGAIN on the 18th of July.  This is all documented in the AT&T billing as proof.To date I have not received a refund of any kind.  They have not sent a credit to my visa card nor have I received a check.  I have also attached the charges against my Bank of America credit card for your records.  Again there are NO credits from 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 Air Conditioning claim we do see that this claim was not covered per our policy as a lack of proper routine maintenance. When speaking with you on 10/19/15, you had advised CHW that the unit had been broken since July of 2014 and the technician has continued to recharge the unit.  This unit shows that there is a lack of proper routine maintenance since there was a leak in the condensing coils.  Since these types of coils are durable and can withstand all weather conditions the way that they can fail is with a lack of proper routine maintenance.Please see our policy Section F. Limitations of Liability #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.As per your refund, once you signed up with our company you agreed to the terms of the policy.  That being said you had agreed to Section L. Cancellations.  Also, we do not require you to provide maintenance records but if you state that you have had it routinely maintained and the technician states something different and you stated something different, we suggest you send them in to show us.We regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy. Best regards,CHW

Dear [redacted] We do appreciate your feedback.  We will look further into this this situation and advise the Sales Manager to address accordingly. Please understand that Choice Home Warranty does cover high end appliances such as your refrigerator, oven, range, stove, cooktop, built-in microwave, washer, and dryer.  In order to determine if a claim would be covered or not, we would need to receive a diagnosis.  Once we receive a diagnosis, our Authorization’s Team will determine the outcome of the claim, based on 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].   Upon review of your claim it appears that the claim was processed in accordance with the policy. As indicated in section Letter D, Number 4, water leaks are not covered under the policy. Section Letter D, Number 5 indicates that drain pans are not covered. CHW values all customers and don’t want to lose any customers, however, if a choice is made to cancel the policy, it is done 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 $25 administrative fee and any service costs incurred by us”. Based on this information, it will be requested that the refunded amount be verified.   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 I do see that you had placed 2 claims with us:Claim # [redacted] for your Dishwasher Claim # [redacted] for your Plumbing StoppageYour policy started with us on 3/1/15 and you paid $476.00.  You placed your first claim for your plumbing stoppage that CHW paid $130.00 to the technician to fix on 3/21/15.Your second claim for your dishwasher that was placed on 5/11/15 unfortunately was not a covered claim as you pointed out, CHW does not cover secondary damage.  We did however offer you in good faith a goodwill gesture of $180.00 towards the repair of the unit.  I do see that you had declined this offer and had chosen to cancel your policy instead.Per our policy Section G. Cancelations, it states that if you terminate the policy pre-maturely you will be responsible to pay a $50 administration fee and you will be obligated to pay back what CHW paid in claims.  The amount that we refunded you $216.66 is exactly what you paid for the policy with the fee’s deducted. Please see blow for breakdown of the cancellation. $39.67 for the 2 months that you had the warranty= $79.34 $79.34+$50.00= $129.34 $129.34+$130.00=$259.34 $476.00-$259.34= $216.66CHW gave you a refund of your policy in the amount of $216.66 on 5/13/15.  We do apologize for any inconvenience that this has caused but we are unable to fix or refund you anything else due to your policy being cancelled and all funds have been returned per the agreement that you had received on 2/1/15 and started on 3/1/15. Best regards,CHW  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 access was needed in order to make the repair and a carpenter needed create the access. Per our policy, Section Letter D, Number 8, “…Access to drain or sewer lines from vent or removal of water closets…” is not covered.  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 covered the cost for the “access” in the amount of $175.00.  You accepted this offer.In addition to that, we advised you that as a goodwill gesture, we would cover your claim up to $500.00, which is the cap for the plumbing coverage.  We advised you that $175 has already been used for the access and $325.00 was left to go towards the repair.  You were not satisfied. Due to your dissatisfaction with our technicians, please note that you are free to hire your own technician and make the repair, however, please understand that the funds remaining in your coverage is $325.00.  If you choose to use your own technician, please contact us directly to advise: ###-###-#### Monday-Friday 8am-8pm or Saturday-Sunday 9am-5:30pm.Please understand that our policy states in Section Letter F, Number 19 that CHW is not liable for “…the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance…” We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW