Bass Services, Inc.

Good Morning. Please continue my complaint with Choice Home Warranty, the company will not honor my claim for reimbursement of the ceiling fan. And refuse to pay the service’s contractor, which I paid out-of-pocket. No funds was paid out for this claim

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 for your AC, I do see that the technician stated that the evaporator coils were clogged, this being clogged can cause the unit to fail, even if a part is new or not The air flow being restricted will cause this failure to happen due to it overworking itself If you feel as though the circuit board is defective, we ask that you contact GET COOL to directly speak to them about this issue CHW per our policy is not responsible for the technician’s repairs.I have attached a picture of the unit that was given to CHW from the technician showing that the unit was clogged and had tree’s growing through the unit itself Lastly, since you have cancelled your policy already and as a courtesy CHW did give you credit of your last monthly payment, we are not able to refund you for the month of $that you paid to us for your initial payment to CHW Also, the service call fee that you paid the service provider does not go to CHW, it does go to the technician for them to come to your home; as it is stated in the policy that is required.Please see our policy below:FLIMITATIONS OF LIABILITYThe following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditionsWe are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressureWe are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor 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 replacementYou 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 performanceYou also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damagesYou expressly waive the right to all such damagesYour sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less.Section CSERVICE CALLSYou will pay a $trade service call fee (“Service Fee”) per claim or the actual cost, whichever is lessThe Service Fee is for each visit by Our approved Service Provider, except as noted in Section C (5), and is payable to Our approved Service Provider at the time of each visitThe service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or deniedThe service fee also applies in the event You fail to be present at a scheduled time, or in the event You cancel a service call at the time a service contractor is in route to your home or at your homeFailure to pay the Service Fee will result in suspension or cancellation of coverage until such time as the proper Service Fee is paidAt that time, coverage may be reinstated; however, the contract period will not be extended.We do apologize for your frustration with this 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 We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Dear *** ***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 Upon review of your claim, we do see that you placed a claim for your microwave unitWe also see that per the serial numbers it has been found out that although the unit is built in with a trim kit, this is a countertop microwave and that is something that we do not cover per our policy We did offer to assist you and provide you with a goodwill gesture of $towards the repair or replacement of this unit We have not heard back from you, kindly please contact us for your answer.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Dear ***, 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 *** Upon review of your claim it appears that it was processed in accordance with the policyUnder the terms of the reimbursement process you are able to use your own technician who is required to obtain a prior authorization before handling any repairs and the reimbursement would be at the CHW rateAdditionally, it would take days to process the approved claimIn order to be able to make a final claim determination, CHW needs to ask questions related to the diagnosis in order to be able to perform an analysisThe claim was partially covered and the service valve repair coveredFreon is secondary to the main issue but as a goodwill gesture, CHW offered to pay for some of thatAs such, a goodwill payment was authorizedHowever, as it takes business days to process the claim, the account was closed, CHW is not able to move forward with the non-covered claimWhen an attempt was made to transfer the customer to the proper department, the transfer was declined We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Complaint: ***
I am rejecting this response because:They sale a policy over the phone and theirs salesperson never mention any exclusion but sale that is included: The Electrical, the Plumbing and Air Conditioning and I trusted them and paid right then by Phone and the policy came months later and when you trust a company sales pitch you just use the Policy when you need itThat where the scheme got me! They are not an honest company that even their selected Provider told me that they do not not trust them and most of their work cannot be done once they tell them "This electrical or Plumbing or AC portion is not included"One should not do business with this scheme business and I suggest the Revdex.com to call as a potential customer and hear their deceiving sales pitch! I just had to expend for my AC Repair at *** *** *** *** ** *** ** over $with a third party after wasting $with Choice Home Warranty provider that went over there prior and CHW to tell them and myself that AC problem was not under that warranty!
Regards,
*** ***

Complaint: ***
I am rejecting this response because: NO email confirmation was ever sent or received (I do not use spam filters, so it did not go to a junk folder)The printed policy arrived day ago (week+ late) - 10/- and had the wrong coverage dates on it along with other possible errors.Once I gave my credit card number, there was no further contact or response to emails FROM me to Choice until I threatened to take actionMy contact attempts were ignoredAs I look at other complaints about this company, ignoring customers seems to be the status quo of the companyAnd actually may be one of their better qualities compared to some of the complaints I read.I have not got the time or patience to have to result to ultimate action every time I require something from a vendorEspecially not one that couldn't complete the most basic function of enrolling a customer smoothly
My complaint stands. I have disputed the charge with my credit card company, I have an email from Choice saying refund issuedShould I find any additional activity occurring on my card, I will take further action
Regards,
*** ***

I am rejecting this response because:
That is a bold face lie!!i have the work order from the service technician that stated "1) the unit has a defective compressor that is not worth repairing at this point" and "2)The UNIT HAS BEEN MAINTAINED PROPERLY"
Regards,

*** ***,Since you are not happy with the amount that we have already provided to you, to save you time we are willing to provide you with an extra amount of $that would be a total of $towards your new unit When CHW does purchase a unit for the customer it is always a new unit, we do not provide refurbished If you would like the extra funds to be sent to you , please advise us and we will do soIf you would like for us to provide a unit, we would have to have our purchasing department find a unit that is similar to yoursPlease note we do not match for color or brand. We look forward to your response.Thank you ,CHW

Dear *** ***, 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***.Upon review of your claim we do see that the claim was not covered since the technician provided a diagnosis stating that the compressor had failed due to the coils being completely clogged. Our records show that the policy has been cancelled and you chose to cancel rather than provided a second opinion. Our policy states in Section FLimitations of Liability we do not cover failures due to a lack of proper routine maintenance.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Complaint: ***
I am rejecting this response because:I am in great need of this problem with my central a/c to be fixedEither correct the parts or refund my money so I can find someone capable of providing a/c to my homeI am glad to know that it is now in review, as I was told two days ago that the claim was closed as services have been rendered and problem has been solved, is there a timeframe so I know when to expect the review to be completed and decision made?
Regards,
*** ***

Dear *** ***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 caused the compressor to fail. Per our policy, Section Letter A., Number CHW only cover failures that “…Become inoperative due to wear and tear…”Our SrClaims 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 you $to assist on the non-covered claim You accepted this offer on 8/2/17.Please allow days to process before the check is mailed out.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Per your conversation with the supervisor, the funds were sent to you and authorized on 10/18/15, per our policy Section FLimitations of Liability #states 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.”CHW cannot offer any further funds for this claim as this is the amount that we have already sent and was agreed upon Our offer to you is to send us the check back and once we receive it we can provide you a full refund. CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I do understand your frustration with this claim but please understand that this is not like the other claims that you have had Your other claims were covered claims and CHW paid accordingly This claim is not a covered claim and therefore we are not going to offer you the amount of the unit because we are not covering the cost of the unit We are offering you funds towards a new unit The amount that we offered you is a goodwill gesture, it is not a complete buyout of the unit, as stated this claim is not covered.We do have it documented that you did accept the goodwill gesture, and we have already placed the acceptance into the system for processing If you are rejecting the offer, please advise and we will not send the funds to you Also, please understand that this being a non-covered claim, CHW is not obligated to offer you anything towards a new unit.Again, we do have it documented that you have accepted the $on 6/4/15, if you are declining the offer we will cancel the goodwill gesture.Regards,CHW

Dear *** ***,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 ***. Upon review of your policy, we do see that you have placed claims with CHW all of which CHW has paid into if not covered.If at any time a claim is covered by us and the technician is not responding appropriately, you can always contact our office and we will send a different technician outIf you do not wish to use our technician, you can contact your own technician however, by using the reimbursement option; you have to follow our policy We do not cover claims that are completed without authorization meaning that the technician that you chose must provide us the diagnosis of the unit prior to completion of the repair and if the claim is covered, CHW will reimburse at our costHowever if the claim is not covered, then we will not reimburse and if you chose to us the same technician you can If you chose to cancel our policy, you would have to follow the section LCancellations and not only pay an administrative fee of $and you would have to reimburse for the claims that CHW paid out on Please kindly view the policy or feel free to contact our customer service department at ###-###-####.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***,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 *** * Upon review of your claim, I do see that CHW has offered and you did accept a goodwill offer of $to go towards your claim for your washer The claim was not a covered claim due to the fact that all units must come into the policy in proper working order Your policy began on 10/21/and you placed your claim days later Please review Section ACoverage #3, that does state that upon the start date of the policy, all units must be in proper working order The days that you have to wait for the policy to begin is the time that we expect all units to be checked before the policy begins That time is also to ensure that you have read the policy and understand and accept, if not you can within those days receive a refund for the full amount that you had paid After the days, you are no longer able to receive a refund since you are paying monthly ($40)for the policy therefore you are paying each month for that month.We are happy that we were able to assist you on this claim and that this matter is resolved.Best regards,CHW

The determination was made based on the documentation that was provided that indicated that in January there were pound of Freon added to the unitA need to add this much would indicate there is a leakAdditionally, dditionally, MOFreon was used which is not one that is recommended by the manufacturerIn section Letter F, Number We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance. Regards, CHW

Dear *** and *** *** 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 account, there appears to have been several claims that were coveredRecently there was a claim for your Air Conditioning SystemIn accordance with the policy guidelines, section Letter F, Number 8, claims related to rust and corrosion aren’t coveredPlease refer to the policy as outlined above and feel free to reach out to our customer service team directly should you have any questionsWe can be reached at *** 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:Choice Waranty has sent me the email with the dishwasher they plan on installing at my house and it is acceptable as long as these are the correct specs and we are not fooled by company then we accept the unit:FEATURES Style: BuiTub and Door Liner: Plastic Tub Type: Standard Tub Control Type: Turn-To-Start Dial with Rocker Dishwasher Control Features: Cycle Progress Indicator Dial Wash System Features: Piranha™ Hard Food Disposer Wash Arms: 1,Lower, Middle Tower Water Filtration System: 2-Stage Self-Cleaning Filtratrion with Extra Fine Filter Dispenser: Rinse Aid Cycles: Dishwasher Cycles: Wash, Rinse Only, Heavy Wash, Plate Warmer, Water Saver Number of Options: Dishwasher Options: Heated Dry On/Off Rocker, Hot Start Rack Features: Deluxe Silverware Basket Upper Rack: Standard, Removable Lower Rack: Standard Leveling System: Leveling Legs Latch: Center Throw Exterior Style: Traditional APPEARANCE Color Appearance: White Door Style: Flat Door Installation: Hard Countertop GPFDoor Appearance: Standard door CLAIMS & CERTIFICATIONS Made in America: to 90% U.SContent ECONOMICAL / QUIET Quiet Package: dBA Motor Type: QuietPower™ Motor WEIGHTS & DIMENSIONS Width: 24" Shipping Weight: lbsWeight: lbsHeight: 34" Height w/Legs Extended - Maximum Height: 35" Depth: 25.75" POWER / RATINGS Calrod Heater Watts: 500W Volts: Volts Frequency: 60Hz Amps: 6.2A ACCESSORIES Non-Wood Countertop Kit: GPFOptional Heavy Door Spring Kit: GPFWARRANTY Parts Warranty: Limited 1-year entire appliance Labor Warranty: Limited 1-year entire appliance Warranty Notes: See written warranty for full details
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Please leave this claim open until the unit is completely installedAfter that, if we are fully satisfied, we can close it and I do not want to make this claim public
Regards,
*** ***

Dear *** ***, 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 *** A review of your claim shows that the claim was processed according to the policyThe diagnosis received from the technician was that the internal failures of the compressor is a result of improper routine maintenanceSection Letter F, Number of the policy states, “We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor 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”Please refer to your manufacturer’s guidelines for proper maintenanceCHW offered to provide you with a full refund of the policy as it didn’t seem to meet your needs and you declinedPlease call the customer service team 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

Dear Ms***,You are welcome to contact your technician that provided the diagnosis and the picture that we received is attached The diagnosis was reviewed by our inside technicians as well as the picture and it is clear that the failure of the leak came from the rusted and corroded area of the unit.We do see that you have cancelled your policy with CHW and we do regret that you are frustrated with this claim however, CHW is in full compliance with the terms and conditions of our policy Please again review Section FLimitations of Liability #and #which state that we do not cover failures that are caused by rust.Due to the failure being a non-covered failure and your policy has been cancelled per your request, there would be nothing further that we can do at this time.CHW