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 our web site at [redacted]
Upon review of your claim, we do see that the failure of the unit was due to the evaporator coils rusting out and causing the unit to seize, short to the ground. This is a clear sign of lack of proper routine maintenance. However; CHW does not cover failures that are a result of rust or corrosion.
We do see that we wanted to offer you a goodwill gesture and assist with the new unit but you declined any type of goodwill and proceeded to cancel the policy which CHW agreed to do and we provided you with a pro-rated refund of $526.28.
If you had the unit maintained properly, you could have advised CHW of this and sent in the records of maintenance and we would have reviewed the claim; however we are unable to do so not due to the fact that the policy is cancelled.
We do regret that you are frustrated with this claim 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]
After review of the policy, we do see that CHW sent a technician out to your home per your request. The technician stated to us that the unit had a burnt compressor and it tripped the breaker right away. He stated that this unit was not in the best of conditions and that the failure could have been prevented with proper routine maintenance.
You did provide a second opinion and [redacted] stated that the compressor had failed and the windings broke free inside the unit, also it was not pumping, it had a mechanical failure. He too stated that this could have been prevented with proper routine maintenance.
Per our policy Section F. Limitations of Liability #12 states that all units must be properly maintained per the manufactures specifications. You stated in your complaint that you had proper routine maintenance. If you would have sent us the records, we would have been able to at the time reviewed them for a more favorable outcome, however you did not and we did offer to provide you with a goodwill gesture of $200 to go towards the repair but you decided to cancel the policy with us.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Dear Mr. [redacted],We do regret your frustration with this claim, being that you are no longer a customer of CHW, we are offering to assist you with the claim in the amount of $400.00.  We are not able to provide you with the amount that you are seeking due to the CAP of the policy as well as the outcome of the claim.If you would like to accept the funds of $400, we are willing to provide it to you however that is the most that we are offering.Please feel free to contact us to accept the offer at ###-###-####.Thank you,CHW

We do apologize that you are upset with this claim, our records show that this policy has been cancelled and due to that fact we are unable to approve  this claim that we deemed as not covered.  On 6/11/15, you spoke to one of our Managers here and you did confirm that your technician explained to us that the unit failed due to rust, again or policy doesn't cover failure with rust.Regrettably, this claim and policy have been closed per your request.Respectfully,CHW

Complaint: [redacted]
I am rejecting this response because the very least expensive unit one can buy is $499 which is what I told them. It is not that I accepted their $400, but I said send me the check and I will make a complaint to Consumer Affairs, I am making a complaint based on the facts stated in my letter regarding extreme misrepresentation by Choice's sales team that stated that they take care of replacement. Their fall back on the terms and conditions is fine print that the buyer of the policy does not see when paying for plan and regardless, it is 20% below market. They also have stated that they have the ability to purchase appliances below retail cost and that is not true. So what prevents them from claiming a value of their choosing. This company just tries to get away with not paying or underpaying claims. I want the $500 for the the replacement unit I now have to buy and that doesn't cover tax or anything else. That is more than fair. They keep wanting to give me my money back for the policy because that costs them less than paying out. Furthermore I have already paid $45 for the repair person to come out and repair my washer and he said it would cost over $700 to repair. I understand that does not make sense when a unity can be replace for less, but they should be paying for a replacement and not always having loop holes in their contract that lets them off the hook. 
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, we do show that the refrigerator claim was a non-covered claim due to the fact that the unit did not come into the policy in proper working order being that the policy had started on 10/2/15 and your claim was placed on 10/14/15 the failure could not have happened within the time frame of the policy.  Our policy states in Section A. Coverage #3 that all units must come into our policy in proper working order. As a goodwill gesture CHW offered you $160.00 to assist you with the cost of the repair.  Since you had cancelled the policy, we would not release a check unless this was a covered claim and as stated this was not.  By cancelling your policy with us, we would not provide a goodwill gesture.  Also, per our policy if we were to provide you with the funds in Section L. Cancellations states that you would repay any cost that CHW has spent if the policy is cancelled.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:  I was not offered a new washer comparable to what I had.  I was told that there was a washer at Sears for $500.00, they would send me the check for $450 and I can go to Sears and purchase the washer.  I was also told that the check would take 30 days to be sent out to me.  I said to them that they could go and purchase the washer and install it for me.  By the time that I would receive the check, they washer would no longer be on sales.  The rep suggested that I borrow the money or use a credit card to purchase the washer.  I informed him that the reason I had the warranty service is for them to either repair or replace my appliances.  How can the claim not be covered under the warranty when I have never used the warranty and the contract services were from 8/16/14 to 8/16/15.  I was never told that it was not covered.  If the service was not covered, why was a service repair representative assigned and I was given a number to contact them.If Choice Home Warranty is willing to purchase a compatible front load washer and install it, I will be satisfied.  Otherwise, I want the payment of $500.00 so that I can replace the washer that I currently have.  I will still have to put additional money with that payment to get a compatible washer to what I have.  I have a front load washer and that is what I insured.
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 see that you purchased this policy in 2014, you were provided 30 days to review the terms and conditions before the policy began.  Once the policy began, you were not entitled to a full refund but a pro-rated refund as it states in Section L. Cancellations. We do see that CHW has assisted you in previous claims that amount to a total of $514.37.  As a goodwill gesture, we are willing to provide you with a refund of the paid policy and subtract the amount that we have paid for claims. This would be more of a refund than if you were to cancel per the terms. The refund that we are offering is a total of $535.63. If you would like to accept this offer, kindly contact CHW at ###-###-#### and we will then send you a release agreement that you are requested to sign. We urge all customers to review the terms of the policy before placing any claims. 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 apologize for the inconvenience this may have caused you.  We have contacted our IT department to remove your information from our do not call or email list.  Please allow one week your information to process. If you continue to receive solicitations,...

please forward the email to us at [email protected], so we could revisit the issue. Regards,CHWRegards,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 claim that was placed was processed per the policy. The policy indicates in section Letter D, Number 6 that the storage and holding tanks are excluded. Water heaters are covered as well as other appliances, however, there are exclusions in the policy which is sent to the customer for review. Please accept the apologies of CHW if this information was overlooked. There are other items that are included including the circulating pump. A link to the policy is included above for your review. CHW values all customers and doesn’t want to lose any customers, however, if you make the choice to cancel the policy, please refer to section Letter L of the policy. Please call ###-###-#### 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 [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 this claim is not covered per our policy Section F. #12, all units must be properly maintained per the policy.  We do not see that there are any documentations that you have provided to show that the unit was properly maintained however we do see that CHW has offered and you have accepted the goodwill gesture of $125.00. Please feel free to send us any routine maintenance records that you might have and we will have our authorization department review them. Please send them to [email protected] and once they have been properly reviewed, we can contact you back.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[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]Although we do see that this claim should have been a non-covered claim per the policy Section A. Coverage #3 which states that all units must be in proper working order on the start date of the policy.  We see that this claim was covered and the technician advised us that he completed the repairs.Please note that you can view your policy as stated above online on our website or you can view it in the customers account center.  We have emailed you the policy for you to review as well.Thank you,CHW

Dear [redacted]We regret to hear your frustration.  In review of your policy, there are no records of you cancelling your policy in December of 2016.Our records do show that you placed a claim in February of 2017 and then cancelled it in April of 2017.  It also shows that you opened...

up a policy on May 5, 2017 and cancelled on June 7, 2017.You were only charged for the months that were used, however, if you see a discrepancy on your bank statement, 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],Unfortunately, CHW...

will take no further action with this claim as this policy has been cancelled.  Your prorated refund in the amount of $446.66 is currently processing and will returned to the credit card you had on file.If you are still have an issue with your unit, please feel free to contact the technician who repaired the dishwasher.  The technician can be reached at DDB Services ###-###-####. Regards,CHW

Complaint: [redacted]
I am rejecting this response because: I have been told that several times. When I call they say they have already spoke to me. None of this is happening. 
Regards,
[redacted]

Dear [redacted],We regret to hear your frustration.  Our policy states in Section 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.”  Therefore the funds in the amount $110 that are being reimbursed back to you are...

at our cost.  Please note, that you accepted these funds on Julyy 3, 2017.  Please allow 30 days for process before the check is mailed out. We strive to provide the best customer experience therefore we will offer you a onetime free service call fee for your next claim.  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] Upon review of your claim for your refrigerator, we do see that the technician had placed the order for the parts and is waiting for them to come in.  We do see that we attempted to contact the technician to provide an update however we were not able to reach him.  We have contacted our authorization team and they are going to contact the technician for an ETA. Please note that CHW is not responsible for the time it takes for parts to be delivered. We do apologize that this had taken such a while to be fixed. CHW does regret your frustration with this claim however we are in compliance with the terms and conditions of our policy.    Regards, CHW

Complaint: [redacted]
I am rejecting this response because the terms of the agreement are contradictory.  As stated in the initial complaint, under the Coverage section in A.2, my system was covered as it became inoperative due to normal wear and tear:A. COVERAGE During the coverage period, Our sole responsibility will be to arrange for a qualified service contractor (“Service Provider”) to repair or replace, at Our expense (up to the limits set forth below), the systems and components mentioned as “Included” in accordance with the terms and conditions of this contract so long as such systems and components: 2. Become inoperative due to normal wear and tear; and Further, under section D where the details are provided for what is included AND excluded with regards the Air Conditioning units, there is nothing listed there addressing the evaporative coil.  Your exlusions did make mention of evaporative coils, but given that this has to be a very common issue, it should have said something specifically addressing the rust issue.  Rust will occur with normal use of the unit and  is unavoidable.  Your company knows this and should be obligated to make it clear to the consumer on this specific part/issue as this is one of the top 2 issues that consumers have with air conditioning units.   Choice has opted to cherry-pick their portion of the contract, but it is obviously in contradiction to what I have outlined above on 2 separate instances within the same contract. 4. AIR CONDITIONING/COOLER NOTE: 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.:
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 claim shows that your claim was processed according to the policy. When the claim was placed for the dishwasher on 10/18/16, CHW was informed that the last time it was working properly was on 10/11/16, which was before the policy stated on 10/14/16.  As such, it would be considered preexisting. Section Letter F, Number 1 of the policy indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions. However, CHW did provide you with a goodwill offer of $136.50 to assist with the repairs of the non-covered claim.   Additionally, you provided CHW with information about the technician being rude and unprofessional. This information was immediately sent to the Vendor Relations team to address with the technician as this is not unacceptable.   CHW doesn’t want to lose any valuable customers, however, if you would like to cancel your policy, please refer to section Letter L, Number 4,  regarding the cancellation and 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] [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]   We hate to lose you as a customer, but your request has been documented in writing. You should anticipate a representative of CHW reaching out to you to assist with the cancellation of your policy.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW