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 that your claim was processed in accordance to the policy section Letter F, Number 19 in which CHW is not responsible for repairs related to 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. You expressly waive the right to all such damages. If the technician caused damages to your garage door, you will need to discuss this with the technician.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

I do see that you had 3 policies with CHW, I also see that you had placed this claim for your pool 3 times: the first time the claim was # [redacted] on your start date of 5/07/15, the second one was # [redacted] on 5/25/15 that we could not process because the previous claim was not a month old and we expect the customer to have it fixed and not call it in later.  The last claim that you placed for the pool was# [redacted] on 5/27/15, you stated it was for something different and you provided a proof of repair so we did process the claim.  We did advise you that this was a non-covered claim, the technician advised us that the unit has not been properly maintained and it was also pre-existing to the start date of the policy.  Per our policy, Section A. Coverage All units must come into the policy in proper working order. 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.Also, Section F. Limitations of Liability #12 states that all customers should maintain their units according to the manufacture specifications.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.The technician also stated that this issue was the same as the first claim that you had placed and it was not correctly fixed.  You did speak to Russ and as a goodwill gesture CHW was going to offer you the amount of $60.41.Once a customer cancels the policy and breaks the contract with CHW as stated in Section L. Cancellations, they are to pay back the amount that was paid on claims, CHW would not send you a check for the goodwill because it would be deducted regardless. Please see Section L.This 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 will not be sending a check for a policy that has been cancelled as per the policy, we do regret your frustration with this claim.Regards,CHW

I am rejecting this response because:  I believe it is totally unreasonable to decline coverage simply due to an observance of rust, given that more than one service technician has indicated to me that there will ALWAYS be some level of rust due to natural interaction between the coils and water, and that annual maintenance would not alter that fact.
Regards,

[redacted],Please see our policy Section D. Coverage 10. OVEN/RANGE/STOVE/COOKTOP (Gas or Electric; Built-in, Portable or Free Standing).INCLUDED: All components and parts, except:EXCLUDED: Clocks (unless they affect the cooking function of the unit) - Meat probe assemblies - Rotisseries - Racks - Handles - Knobs - Door seals – Doors – Hinges - Lighting and handles – Glass - Sensi-heat burners will only be replaced with standard burners.In the excluded portion of the policy, it does state that we do not cover the 'glass".  Also, CHW states in the policy that we will replace for similar systems, but do not state that we can match exactly.  In the case for your oven, since we do not cover the glass, we would not provide you with a system that has that feature.Regards,CHW

[redacted],We do regret your frustration and that the outcome of the claim was not covered due to a lack of proper routine maintenance as specified by the manufacture however we do see that you have spoken with our Customer Service Agents who are assisting you as a goodwill gesture for this claim. CHW is paying a total of $1050 to the technician and you are to pay a total of $550 for a mutual resolution. Thank you for taking time to work with our customer service department to resolve this matter.CHW

Dear [redacted]Our Consumer Advocate did contact you via email.Considering that your maintenance records were not valid and you have declined our goodwill offer of $100.00 to assist you on the claim, at this time our final offer would be to offer you a full refund and cancel your policy – due to your dissatisfaction.  Otherwise the outcome of claim remains uncovered. No further action will be taken.To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.Regards,CHW

Dear [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].   CHW apologizes for the miscommunication regarding the part for repairing your dryer. The claim is a covered claim and CHW has been working diligently to get the part to you. CHW does offer a reimbursement option in which you are able to select a local repairman of your choice, who will be reimbursed at the CHW rate. Prior approval is needed before the issue is corrected in order for the payment to be made. CHW representatives were attempting to assist you and when he came back to the line to provide you with an update and more information, the call had been disconnected. Please call the customer service team at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home...

Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we see that your policy had started on 10/8/15 and your claim was placed on 10/13/15, you had stated that the unit was working “last week”. As a goodwill gesture, we sent a technician out to your home at no cost and the technician advised us that the control for the user interface with the push buttons would not work, per the technician this failure would take longer than a few days that the policy was open to fail.Per our policy, Section A. Coverage #3 states that all units must be in proper working order on the start date of the policy.  Please see Section below: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.If you would like to cancel your policy, please contact us as we would then follow our policy Section L. Cancellations.We do apologize for any frustration that this claim has caused you, we have added the one free service call back to your policy as a good faith effort but we are not able to cover this claim for you.  CHW is in full compliance with our terms and conditions of our policy.Respectfully,CHW

From: [redacted] [mailto:[redacted]] Sent: Friday, May 12, 2017 9:56 AMTo: Revdex.com <[email protected]>Subject: Re: You have a new message from the Revdex.com of New Jersey in regards to your complaint #[redacted]. I am not aware of how to respond to the business online.  I do not see an option.  I am still totally unsatisfied with the response from CHW.  They have since denied my washer claim a second time and forced me to pay out of pocket for another covered appliance.  I cancelled my service.  They never paid me any of the money back that I paid out or resolved any of our issues.  That response is just a slap in the face!  Nothing was resolved.  I am seeking legal action against this company.

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.  We do see that we did give you the standard refund and it does come to $314.00, what CHW is going to do for you is give the discounted refund by refunding you for the 11 months that you had remaining, that comes to $30.83 a month, minus the $50 cancellation fee comes to $134.72. CHW is going to give you an additional $272.11 to bring the total of a refund to $586.11.  We will process the extra $272.11 for you and it will post to your credit card within 7-10 days.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

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.
Regards,
[redacted]

As stated before, our policy is online for anyone to view, if you did not receive the policy in the mail or via email you could have gone online at www.choicehomewarranty.com/useragreement to view it. Please review Section A. Coverage that states that all units MUST come into the policy in proper working order. This would mean every unit in the home would have to be properly working, every aspect of the unit would have to be working.  Also, when your wife had spoken to our supervisor she advised that the "oven never worked since she moved in but then stated that her auto clean worked and when she tried to bake the oven wasn't working".  The entire unit has to be in proper working order, not just a part of it upon the start date of the policy. Due to the fact that we were told that the unit had not worked prior to the policy start date, we cannot approve a claim that is pre-existing to the policy.Please also see section F. Limitations of Liability  #1 III that states "  1. The 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 conditions." We do understand your frustration and very sorry for any trouble or misunderstanding with our policy but CHW cannot cover the claim due to the exclusions to our policy. 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 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 the leak test.The results of the leak test stated that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”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 your policy.   If you would like to process your cancellation, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM.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 [redacted].   Upon review of your claim it appears that your policy was handled in accordance to the terms outlined in section F, Number 12, CHW is not responsible for 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]According to our policy Section F. #12 states that your unit must be maintained by the manufactures specifications.  The specifications that the manufacture uses, is the 21 point system for checking an Air Conditioning system as well as a Heating system. As we explained the pictures along with the records that you sent in are not sufficient records and the pictures show that the rust and corrosion contributed to the failure.Since you did not accept the offer of the $100, we are willing to provide you with the refund of the paid policy; however we will deduct the amount that we have paid out on claims.  If you would like to accept this, we ask that you contact us.  The amount that you have paid to us has been $47.80 for the past 16 months which is $764.80 minus $130 for a refund of $634.80. This offer is to cancel the policy with us since you disagree with the outcome of your claim. Please call us at [redacted] and we will provide you with the release agreement.Again, we are not able to pay on a claim that is not covered under our policy, if you do not wish to accept this offer, there would not be anything further we can do for you..Thank you,CHW

Dear [redacted],We do understand your frustration however; it is not CHW’s responsibility to ensure that you read the policy. We provide you with 30 days before the policy begin for you to read it and if before the policy begins, you do not want it, you have that chance to cancel. Our policy states everything that we cover and do not cover. CHW has offered to assist you with the amount of $100 towards the unit, if you would like to accept this offer, and then please contact us at ###-###-####.  If you do not wish to accept this offer, there would not be anything more that we will be able to do for a non-covered claim.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: They are not telling the truth. The a/c company did not resolve the issue they made the issue worse and caused the unit to need to be replaced. They approved replacement and I have all the document to prove it. They sent out a plumber charge me the $45 and they didn't and couldn't fix the problem and then made me pay out of pocket to fix it and now won't honor covering that expense. The company has charged me for coverage for the months that are refusing to pay for the money I had to lay out and for thier vendors breaking my a/c and the plumbing. This company has numerous complaints for just what they did to me. They can't charge me for coverage and then deny coverage. If they don't want to cover what they are responsible to cover than they can't charge me and then say they won't pay because I cancelled my service.  They need to repair and replace what they comment to repair and replace or credit me back the months they charged for the coverage.  They can´t have it both ways and based on the hundreds of negative reviews they continue to steal from consumers with no one stopping them. If they do not cover my expenses or issue a full refund I will be having my attorney contact consumer affair and file a suit. They can´t be allowed to treat the elderly this way and get away with it. 
Regards,
[redacted]

Some of our questions still remains. Choice Home Warranty Technicians report is not yet received, we need to consult another technician for repairs. of our refrigerator  Also we need the name of the person to contact for our refund.  Choice Home Warranty"s advertisement for enrolling in their program misguided us.

Complaint: [redacted]
I am rejecting this response because:
I did submit a request to the credit card because I had no other choice. It was the only way to get my money back from services not performed. The items (emails) that I submitted was their emails and they stated nothing about a special promotional offer. They want want to specific about what is in writing when it benefits them but disregards any other statement in writing from their company as this allows them to steal money from people. Until I am sure that I am not out the money, this complaint is still open.
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. In review of the policy, it shows that you purchased the Total Plan Coverage for one year in the amount of $550.00 on May 9, 2017.  This coverage became effect on June 9, as our policy states in Section B of Coverage Period “Coverage starts 30 days after acceptance of application…”Based on the diagnosis that we received, it stated that blower wheel failed and needed to be replaced.  Based on the time you stated the unit failed, which was June 24, 2017, this failure was determined as pre-existing as the failure would not occur in the short lifespan of the policy.  Per our policy, Section Letter F, Number 1, CHW is not responsible for 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.  We strive to provide the best customer experience, therefore we offered you funds in the amount of $100 to assist you.  You declined this offer and requested to cancel your policy. Per your request your policy has been cancelled as of July 5, 2017.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW