Bass Services, Inc.

[redacted]We do regret the confusion that happened; CHW is not offering you a new unit and a full refund.  We are offering you one or the other.  If you would like to accept the full refund of the policy, we will be more than happy to provide that to you or we can send you the new unit but it will not be promised as the same name, size or color of the one you have.  Per our policy, we do not have to match the diminutions, name or color.Please kindly advise us of which offer you would like to choose, a full refund or the new unit. We will also advise our sales to remove your name and number out of our database for calls to receive our policy.  Please note, your policy as of today is behind in payments of $44.00Thank 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 our web site at [redacted]. Upon review of your policy, we do see a claim that was placed for your Air Conditioning system on 7/26/15.  At that time it was advised to us that the unit had a leak and a leak test was required.  On 4/27/16, we received a call from you stating that the technician had provided a leak test and the information was provided to us that the technician found a leak at the welding connection that could not be repairable.  The pictures that were provided to us did show clear rust and corrosion in the exact area of the leak.  Per our policy, Section F. Limitation of Liability #1 and #8 state that CHW does not cover failures that are caused by rust or corrosion. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy. Regards, CHW

Per the conversation you had with the representative when you called CHW, the claim has been approved. Please call the customer service team directly if you have any questions at ###-###-####. Regards,CHW

Dear [redacted]Our policy states in Section Letter C, Number 2, that CHW”…will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays…”  Upon the submission of your claim, we contacted all of available technicians in your area on 10/26/2017.  On 10/27/2017, you opted to contact your technician for the diagnosis.  While we regret to hear your dissatisfaction, please understand that whether or not it was our technician who submitted the diagnosis, the outcome of the claim would remain not covered as we do not cover valves. 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.  You agreed to have the technician perform a leak test for your unit.The results of the leak test stated that there was rust/corrosion found on the condensing coils that caused the coil to form holes which led to the Freon leak.  In addition to that, there was debris build up on the condensing coils which was causing the unit to not run properly as there was a lack of air flow.  These failures could’ve been prevented if the unit was properly and routinely maintained.   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 were not satisfied therefore you requested to cancel.If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review.  If the records show that the system had been maintained, we would adjust the claim accordingly.  We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted]We regret to hear your frustration.  Our records show that the parts were shipped overnight to the technician and received on Friday, April 21, 2017.Please contact the technician directly at ###-###-#### to schedule an appointment for the repair of your washer. Any...

further concerns, please contact us directly at ###-###-####, Monday – Friday, 8am-8pm EST and Saturday -  Sunday, 9am-5:30pm EST.Regards,CHW

Hello, A decision was made based on the diagnosis that we were provided with. If we were in receipt of the 2nd diagnose we would have been happy to check further. At this time, unfortunately, you have canceled your policy with CHW and you were provided a refund in accordance with the policy, section Letter L, Number 4. We did offer a refund of the paid policy in full for $399 which you denied. We apologize for the frustration in this claim however, the denial stands. 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 there was internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure occurred from a lack of proper routine maintenance.Please be advised that the pictures we received confirmed the lack of 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 were not satisfied.If you would like to further dispute this claim, you can submit you submit your proper routine maintenance records to [email protected] for review.  If the records prove that the 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

Dear [redacted],We regret to hear your frustration and dissatisfaction with CHW. Please be advised that our policy states in Section Letter F, Number 16, that “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.” Our Sr. Claims Specialist advised you of the outcome of the claim in which you were not satisfied.  We strive to provide the best customer experience, therefore, we offered to purchase a new refrigerator; you declined this offer.  You accepted the funds of $600.00 in the form of a check, which you received and cashed on 9/18/17.Per your request, your policy was cancelled on 9/21/17 and your prorated refund in the amount of $332.40 is currently processing.  We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

CHW has made an attempt to provide a goodwill payment to assist with the cost of the repairs for the non-covered claim. An offer was extended in which CHW would assist with $390 towards the payment, leaving a balance of $795. The offer was declined. However, the claim remains non-covered. If you would like to take advantage of this offer, please call CHW customer service team at ###-###-####.   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].   As you have indicated your service call fee is $45.00. As indicated in section Letter F, Number 19, 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. However, CHW has reached out to our Vendor Relations Department in an attempt to rectify the situation.   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 have a preventive maintenance program in placed since I have bought the house and at the beginning of my home warranty contract. They are just using this as an excuse not to cover their service. Plus the technicians they send out are not the upmost professional people and probably don't even hold an EPA license to do their jobs. I believe this home warranty company needs to do a better job in screening who they hire to do their service. I will not be doing business with any more home warranty companies they all are a scam. 
Regards,
[redacted]

I am rejecting this response because:
When I contacted Choice Home Warranty a case number was assigned to me along with a company, DMG to contact to to make the necessary repairs. According to the emailsI received. Nowhere in any of the emails did Choice state that the repairs would not be covered. Why was a case# and a case worker assigned to this case if there was no intention on their part to cover the repair? This should have been made clear when the claim was placed.It wasn't until the plumber was ready to leave that I was told I would have to pay for the repair out of pocket. The assertion that my toilet had to be leaking for some period of time is crazy! Would someone live in a house in Florida for over 30 days without air conditioning to get it repaired? Would you wait more than 30 days for your roof to collapse to get it repaired? I was advised by the plumbing contractor that this is a typical tactic of Choice to deny initial claims and when I check their record they have had over 1,160 complaints against them in the last three years(check the records). If this claim wasn't going to be covered, I should have been told via e-mail or by phone so that I could have made other arrangements. I don't need them to contact a plumber for me. That's not what  paid for. I could do that without their help. I paid to have my appliances covered.

Complaint: [redacted]
I am rejecting this response because:
The Company did not offer any kind of replacement-the issue of color, etc. was not even discussed. The only offer was the $230 versus my cost of $498 plus installation charges.We are leaving on vacation on 7/29. Our cabin does not have Internet access available. I will respond to any e-mail correspondence upon my return 8/15.  
Regards,
[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 policy that began with us on 7/26/15, I do see your claim for the air condoning system placed on 8/3/15.  The technician stated that the coils were clogged; this can restrict air flow into your compressor and therefore leaving the compressor not to function.  Routine maintenance does consist of cleaning out coils.  Our customers are responsible for maintaining their unit per the manufacturer’s specification.  They should have a technician come to their home and clean the unit so that the unit can function properly.  Also, the customer is responsible to come into the policy with the units in proper working order.  Coils take time to clog and that would make it even longer for the unit to fail.  This shows us that the unit did not come into the policy in proper working order as our policy requires it to.Per 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 well as :Section 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.We always urge our customers to read through the policy and contact us if you should have any questions.We do regret that we are unable to assist you with this claim.  Regards,CHW

Complaint: [redacted]
I am rejecting this response because: it was not my responsibility to get approval before the unlicensed contractor touched anything. it should be up to choice home warranty to make it known to any and all contractors contracted throu choice home warranty that prior approval is required. I feel choice home warranty keeps putting this back on me when they are the ones who sent out an unlicensed "contractor" and someone who does not specialize in the air conditioning field. I did notify and make choice home warranty fully aware, the following day, of the events that took place. I am just trying to get what the contract states, my air conditioning fixed. I know others who had choice home warranty and when their air conditioning went out choice did not and would not cover their claim either. they cancelled their policy instead of fight for what is right.
Regards,
[redacted]

Dear, Revdex.com, I'm tired of waiting so I'll accept...

$500.  But if you can ask CHW or Mr. Aaron how come $700 in July 2015 become $500 now.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.

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 7/1/15, I do see that CHW was able to assist you with the first claim that you submitted for your plumbing in the amount of $163.00.  I do see that your claim for the ice maker was not a covered claim due to the fact that the motor had internally wore out along with the windings.  This takes time to fail and would not have failed within the time frame that you had your policy.  Per our policy Section A. Coverage #3. States that all things should be in proper working order the day the policy begins.  This unit was not in proper working order or it would not have failed within the 12 days of the policy.Please see our policy below: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.We do see that the policy has been cancelled and since you are no longer with our company, we are unable to assist with this claim.We do apologize for any frustration that this has caused you, per our policy this is a non-covered claim. We always urge our customers to read through the policy that was sent to you via email, mail or if you log on to your account you can view it as well as stated above online. 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 providing that I recieve the full refund of $583.00
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. Upon review of your policy, we do see that you placed an AC claim which was not covered per the terms of the policy.  It was stated that the AC system had a failed compressor which happen to fail the same day as the policy began.  Please review Section A. Coverage #3 which states that all unit must enter the policy in proper working order.  CHW does not cover any failures that are known or unknown to the policy start date.  This failure of the unit could not have happened within the time frame that you had the paid policy.  Regardless that the claim was not covered, CHW did provide you with $300 towards the repair. We do see that the policy has been cancelled and you were provided with a pro-rated refund of the paid policy. We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy. Regards,  CHW