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 as if it was processed in accordance to the terms of the policy. Section Letter F, Number 8 states, “rust and corrosion” are not covered. The policy with CHW doesn’t require an inspection be done, however, the policy is not effective until 30 days after the date of sale to allow customers an opportunity to be sure that all covered appliances are in proper working condition as outlined in section Letter A, Number 3. This states that “systems and components are in place and proper working order on the effective date of this home warranty contract”. Additionally, there were questions related to the maintenance of the unit. The warranty is not a maintenance contract. 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 apologizes for the ordeal you endured regarding a lack of communication and less than positive attitudes. This is not the level of customer service that CHW provides to their customers. The goal is to not only provide peace of mind but also a positive customer experience. The reason your refund would be less than what is expected is based on the terms of the contract indicated in section L with the cancellation as stated, “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 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 ***   A review of the claim shows that the claim was processed in accordance with the policy. The diagnosis that was received from the technician was that the motor had bad bearings. A home inspection is not required and as long as the repair is in accordance with the policy it is covered as outlined. Section Letter F, Number 1 and 18 indicate that known or unknown preexisting conditions are not covered. Records indicate that CHW has requested that you return their call on 12/4/16 to discuss this with you further to determine if there is anything that can be done as a goodwill and the call has not been returned. CHW values all customers and it is important that customers are happy, however, if you would like to cancel the policy, you may call the CHW customer service team directly at ###-###-####.   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 microwave was not heating due to a burned out magnetron.  Please note that your model and serial number confirm that this is a countertop microwave.  Your model number is for the “GE Profile Series [redacted] Countertop Microwave”Per our policy, Section Letter D, Number 9, CHW only covers “Built-In Microwaves.”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you stated we covered your microwave before.  Please understand that your microwave claim dating back in 2014 was for a different model and serial number in which we offered you funds to purchase a new unit.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 policy, I do see that you placed a few claims and the total that CHW paid out on your claims was a total of $1044.00.  The last claim that you had for your heating system, the heat exchanger was cracked per the technician from rust and stated that this was a lack of maintenance.  Per our policy, CHW doesn’t cover failures due to rust. We also do not cover failures that are a result of a lack of proper routine maintenance. We did however provide a goodwill gesture to have the unit repaired and provided the part from Lennox to you.We do see that you have cancelled your policy, please note the cancellations portion of the policy in Section L. Cancelations it states that CHW will provide you with a pro-rated refund after the 30 day grace period, minus claims paid and minus an administrative fee of $50. L. CANCELLATIONThis 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.CHW did mutually agree to cancel your policy as stated above and you did receive the pro-rate refund for months not used in the amount of $1161.00.Out of the 3 claims that you placed, all 3 of them were covered claims and the pool claim we provided the CAP amount of $500.  We regret any frustration that you had to deal with however CHW is in full compliance with the terms and conditions of our policy. We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. 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 out of the 8lbs of Freon your system can hold, it was down 2lbs. Your system being low on Freon indicates that there is a leak somewhere in the system.  Please understand that 2lbs of Freon would have taken time to leak out of the system and would not have occurred during the short life span of your policy.  Per our policy, Section Letter F, Number 1, CHW does not cover any “…known or unknown pre-existing conditions.”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  You were transferred to our Customer Solutions Department where it was advised to you that if you would like to further dispute this claim, a leak test must be performed to find out what caused the system to leak.  At that point, we would re-review the claim.   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.  Please note that the technician did advised that a leak test needed to be done, however you declined. If you choose to move forward and get a leak test, please submit the results to [email protected] for review.  Once we have reviewed the results, we will contact you. We regret to hear your wishes to cancel.  If you choose to cancel your policy, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9am to 6pm EST.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 [redacted].
We do see that there was a check that was authorized and mailed out to you in April. Our checks do take a processing time of 30 business days to send out. We are not able to provide another check before 90 business days unless the fee of cancelling the first check has been paid in the amount of $30. If you would like for us to wait the 90 days, we will do so and then send another check or you can pay the stop payment for the first check.
Please contact our customer service and advise accordingly.
We do regret your frustration with the policy; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Complaint: [redacted]
I am rejecting this response because: We originally had [redacted] do an annual service on the AC. (CHW does not cover this, so we chose a local business) There was a recommendation that some parts needed to be replaced due to wear & tear. (which CHW does cover, section A, #2...become inoperative due to normal wear & tear)  The next day, the house was not cooling. [redacted] was out again & estimated  the evaporator coil was leaking causing ice to form all over the unit & needed to be replaced. I've attached a copy of this diagnosis & estimate. ([redacted] diagnosis) At this point, we contacted CHW, since they are our warranty company &, according to their contract, cover the repair or replacement, at their expense, the systems & components mentioned as "included" The diagnosis from the technician sent by CHW was for replacement. I've attached a copy of the diagnosis. ([redacted]) Both [redacted] & [redacted] further recommended the replacement of the entire unit, both outside & air handler due to the wear & tear of both items. They also further explained, if only the coil was replaced, there would be further visits to repair other parts of the unit/air handler & would cost more money in the long run. I've attached both estimates for this. CHW was notified by [redacted] that, at a minimum, the evaporator coil needed to be replaced. Photos were also included in this diagnosis. CHW is manipulating their contract & being deceptive with their sales tactics. All technicians are in agreement that a 17 year old AC unit was in need of total replacement. Therefore, we should be reimbursed for the replacement cost of the unit.
Regards,
[redacted]

[redacted],Per our policy, Section A. Coverage #3 states that all units must enter the policy in proper working order.  The fact that this unit had so many issues shows that the failures could not have happened within the timeframe of the policy.  Your policy had not been open for more than 28 days before you placed the claim and a unit could not have the failures that it had within this timeframe.CHW does understand your frustration and since you have cancelled the policy, we cannot accept a second opinion as you have tried to provide however we are willing to provide you with a full refund of the paid policy and place it back onto your credit card that you used to sign up with us.  If you would like the refund of $67.50, please contact us and we will provide you with an agreement that we will ask for you to sign to settle this matter.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].   CHW apologizes that you are having issues with rectifying the problem with the technician that performed your work. The claim was approved and paid by CHW. CHW is not responsible for secondary damages. Section Letter F, Number 19 of the policy states, “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”. The initial failure was the motor which was covered, however, the control board damages are a result of the initial failure and will not be covered.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],We do regret the fraction with this claim however the policy does not permit us to cover a claim that has failures due to rust or corrosion.  There is an inner tube that will rust and it causes small wholes inside the copper. CHW

Dear [redacted]
We regret to hear your frustration and apologize for any inconveniences this may have caused you.  We have added a onetime free service call fee onto your policy which can be used on your next claim.  At the moment, we are currently waiting on the technician diagnosis....

 Once we receive the diagnosis, we will reach out to you to with the update. 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 better than nothing. In order for them to cover the compressor and cost of labor, I will have to sign a release form (haven't signed it yet).  After I sign the form, which also ends my home warranty contract, I will no longer be able to discuss this matter with anyone (including the Revdex.com).  So before I sign anything, I don't believe Choice Home Warranty handles business with ethics and morality at the forefront of their operations. It has taken above and beyond efforts on my part to get them to consider resolving an issue that should have been resolved almost a week ago. I am highly dissatisfied with the company and could not vouch for this company as being creditable in their operations. However, after I sign the release, I will have to inform you that the this matter is fully remedied
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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim that you had placed, CHW did not approve the claim for a lack of proper routine maintenance as stated in Section F. Limitations of Liability #12.  We did however as a goodwill gesture offer to assist you with the claim and purchase a condensing unit and $100 which you declined.  We then offered you a full refund of your policy, which you had declined.  Please note, we do not place anything in writing as far as an offer but we can provide you with a written letter that shows why your claim was not approved and from what is in your claim, I do see that we had.We are very sorry for your frustration but there is nothing more that we can do at this time for your policy/claim. If you would like to accept one of the offers, kindly contact us.Respectfully,CHW

Complaint: [redacted]
I am rejecting this response because: You need to go back into your call recording system and pull all calls for my account and this claim. You will see that I know the fine prints you copied as your response. That's why I asked your associate specific questions regarding using our own technician because your assigned one failed to provide service within the timeframe you've mentioned. It will be apparent that we followed all the steps your claim specialists told us to take to avoid situation like this. And if you don't have such capabilities to pull back recorded calls them you should invest in an application to do so.Regardless I have contacted a legal counsel to review this case. You can choose to stop your investigation here but I will push forward with legal action.You need to understand that fulfilling your end of the agreement and "customer experience" are not hype words to put into your advertising.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Could you please point out where in the contract the latch is excluded?  I have included the pertinent section of the agreement below.  I suspect that you are trying to say that the latch is part of the door, but the hinges, handles and door gaskets are also part of the door, and they are specifically excluded.  Note that the latch is not specifically excluded, therefore it is covered.   [redacted] “11. DISHWASHER INCLUDED: All components and parts, except: EXCLUDED: Racks - Baskets – Rollers – Hinges – Handles – Doors – Door gaskets – Damage caused by broken glass - Cleaning"
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 claim it appears that your claim was dispatched on June 12th and assigned to a technician on June 13th. We made attempts to reach the technician and was able to successfully able to call and request the diagnosis which is needed to determine the outcome of the claim. We were able to obtain the information and also the pictures that were required. As a result of the policy, section Letter F, number 12, we do not cover repairs due 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

[redacted]We do regret the frustration that you dealt with, we have requested that the check be reissued to you at the address that we have on file which is [redacted].We requested that the fee associated with the reissue of the check be waived as well.  This has been approved and the check will be reissued tomorrow for you on 7/25/17.If you have any questions or concerns, please feel free to contact CHW at ###-###-####.Thank you again,CHW

Dear George [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 it was processed in accordance with the terms of the policy. CHW is not an emergency service and in accordance with the policy section Letter C, Number 2, “Upon request for service, we will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact you to schedule a mutually convenient appointment during normal business hours”.  The sale date of the policy with CHW was 6/29/16 with an effective date of 8/1/16. Section Letter B of the policy states, “Coverage starts 30 days after acceptance of application by Us and receipt of applicable contract fees and continues for 365 days from that date. Your coverage may begin before 30 days if We receive proof of prior coverage, showing no lapse of coverage, through another carrier within 15 days of the order date”. If you had previous coverage you could have shared the information to allow for a review of the claim. CHW offered to assist with the resolution of the claim by offering a full refund of the policy with an agreement but it was declined. The claim was processed 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:  If CHW response to the complaint was to provide "free service call as a goodwill", when was I supposed to be made aware of this act and what would the service call be in reference to.  Clearly your CHW representative communicated to you that repairs were paid by the owner given the cold weather and the fact that a child is present in the home.  Again, the owners were never informed by your repair contractor or the CHW representative the extent of the damage that you have stated.  The owners were only advised that following a brief EXTERNAL examination of the unit that there was a short in an external wire due to "inferior Chinese manufactoring".  Also during an initial conversation with your CHW representative the term, "corrosion" was the only descriptive used as justification for denial of the claim.  At no time did your repair contractor remove any part that could access the internal mechanics of the unit.It is unfortunate however it appears that CHW and its representatives have gone to great lengths in creating facts to support an unsubstantiated conclusion given the varied reasons provided to deny this claim.  
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 claim, we do see that the failure of the unit was that the Freon was out of the system due to a leak in the evaporator coil.  It was stated that the failure was caused by rust and or corrosion which is not covered under our policy per Section F. #8.  However we do see that CHW has our Manager reviewing the claim for you and is going to reach out to you to try to find a resolution.We do look forward to reviewing and assisting you.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards, CHW