Bass Services, Inc.

Dear [redacted],After reviewing your claim, we did advise you that you were permitted to send in records of maintenance however you chose not to do so.  Per our policy, Section F. Limitations of Liability #12 states that all units must have proper routine maintenance as specified by the manufacture.  If you could provide us with routine maintenance records, CHW would be willing to reopen your claim.  However, if you are not able to provide such records, CHW is willing to provide you with a refund of the policy’s amount minus the amount that CHW has paid on claims.  You paid CHW $528.00 for one year and CHW has paid $390.21, being that the policy will end on 11/28/16; we are willing to provide you with the difference of $137.79.If you would like to accept our offer, please contact us.  If you have routine maintenance records, please send them to [email protected] 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].   Thank you for the information. The claim was processed accordingly. In addition the policy indicates in section Letter F, Number 11, 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.   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 www.choicehomewarranty.com/useragreement.   Our records indicate we are working with you on a mutual agreement related to your claim. We have sent you an email and are awaiting your reply.   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 was not a covered claim due to a lack of proper routine maintenance. We did explain to you that the previous repairs that you had with our company were not considered to me preventive maintenance and we do see that as a goodwill gesture we have offered you a refund of your policy minus clams paid, to provide you with a total of $429.98.  Your policy had been cancelled and you already received $389.02 and we are willing to provide you with the remainder of the funds without a pro-rated refund or administrative fee of $50.  We are still awaiting a response from you.Thank you, CHW

Complaint: [redacted]
I am rejecting this response because Choice Home Warranty was highly unprofessional, unethical and failed to provide any service even though they claimed and advertised to. The company never sent me any information nor catalog regarding the contract agreement, except e-mailing me "The Welcome letter" with contract number. No contract information was mailed nor received from this company. I have no communication what so ever with this company until now. My home A/C was not cooling and was broken. I made the service call, but it was a nightmare. I got a big run around for 3 days in a row for no valid reasons and company offered cash money for the service which was not acceptable. This company insisted and talked me into a contract for 6 years and asked FULL payment for 6 years. No services were performed by this company and I was not aware that they will not fix anything in the home under warranty if you make the service call. It is a complete rip-off and I would like to have all my money refunded since no services were provided by this company. I hardly had this company 2-3 months.  
Regards,
[redacted]

I am rejecting this response because:I am not looking for any type of refund for my contract but for the contract to be honored. Given Choices past legal issues I don't expect this to happen, so I am more looking to prevent others from being scammed by Choice. By keeping this on your website, Yelp and other social media websites I hope to save potential victims of Choice money and aggravation. Thank you for your assistance I'm this matter.

Dear [redacted],Choice Home Warranty does not know what vendors that [redacted] uses however the fact is that the diagnosis that was received back from [redacted] stated to us that the unit had a dirty chamber and the unit has sever rust and corrosion. The rust and corrosion was explained to have caused the unit to have restricted air flow in which then caused the unit to fail. This is also a lack of proper routine maintenance. As a good faith offer, CHW is willing to provide you with a goodwill gesture of $250.00 to assist with this claim.If you would like to accept this offer, please contact us and we will send you a release agreement to sign and send the check to you once we receive it backThank you,CHW

Dear [redacted]We regret to hear your frustration and apologize for any inconveniences this may have caused you.  Please be advised that we are currently waiting on the updated diagnosis from the technician.  Once we receive the updated diagnosis, we will contact you immediately...

with the outcome.Regards,CHW

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Please return money. Thank you.
Regards,
[redacted]

You had advised us that the unit was struck by lighting and we advised you that the unit was not maintained properly.  Both of these are not covered claims, an Act of God would be something that happens suck as lighting striking the unit, not something that anyone had any control over but something that happened to the unit.  We do not cover power surges to the unit as well, this is a claim that shows that the unit was not maintained properly.  You provided repair records to us showing that you added Freon to the unit for both invoices. This is not proper maintenance, if a unit is low on Freon, you would have to find out why and not just add Freon.  The invoices date back to before you had the policy with us showing us that this was an ongoing issue and that the unit did not come into the policy in proper working order.  Please see Section A. Coverage #3.Since we are not able to cover the cost of your claim due to the policy's guidelines we would like to offer you a goodwill gesture of an extra month of coverage at no cost.  Your current plan expires 5/11/16 and at no charge we would be happy to move the date for you to 6/11/16.  We regret your frustration and do value you as a customer and would like to make this offer to you.  If you would like to accept this offer, please contact us and advise of the policy number for this offer: [redacted] and we will add the free month to your coverage.Respectfully,CHW

Dear [redacted],We regret to hear your frustration. Please understand that Choice Home Warranty does not provide customers with the receipts or invoices for the technician’s work. We have advised the technician at [redacted], ###-###-#### to provide you with an invoice....

 Please note, that the technician did advise us that he will email you the invoice.  If you have any further questions or concerns regarding the invoice, please contact the technician directly. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:It is obvious that CHW has crafted its policy in such a way as to take the customer's money without having to replace items under warranty that do wear out with age. The many exclusions attached to "covered" items nullify the coverage--just another slick way to take money. It is for this reason that I am cancelling my policy with CHW, and so will those whom I referred. They are outraged! This is a sleazy company that does not have the best interest of the customer. I'm going back to my previous home warranty company that actually replaced my A/C-Furnace at another residence without any hassle, as well as that of a friend whose unit went out. Not only did they replace the unit, they provided her with a couple of heaters while the unit was being installed. All CHW has done for me is tried to dodged the responsibility.Consider this my final response. I am done with CHW.
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 there was a diagnosis provided to us from the technician. It did state that the Condenser fan shorted out and that locked up the compressor. Per our policy, CHW will cover the primary failure of the unit and the customer is responsible for the secondary failures. Please see Section F. Limitations of Liability #19.
CHW does provide our customers with the policy 30 days prior to the start date to ensure that they do review the terms and conditions. Within this time you are also permitted to cancel for a full refund however if you continue with the policy after the 30 days, it is understood that you have reviewed the terms and are aware of the conditions. CHW did provide you with the policy upon purchase; it was mailed and emailed to you. Our policy as stated above it online for anyone to view and it is available in the customer account center. Our advertisement states that we will repair or replace “covered” items. In this case, the covered item is the primary failure of the condenser fan and we would also include the labor.
CHW offered to provide you with the funds as stated in Section F. Limitations of Liability “16. 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.” We offered the amount that we would have paid which is for the labor and part, of $132.85. If you disagree with this outcome, you are welcome to have the technician contact us or you can provide a second opinion. Please have either one contact us at ###-###-####.
We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.

Regards,
CHW

Dear [redacted],You stated that the technician broke the housing, and then you stated that you had the housing fixed but CHW should pay for the claim no matter what or else…  Our policy does not cover the housing because there is no mechanical use for that part; we do not cover any issues if the technician broke it because that would be negligence. CHW is not responsible for any part of this repair however we are willing to provide you with  a one-time free service call fee placed onto the policy. Thank you,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 our web site at [redacted] Upon review of your claim, we do see that the parts were no longer available in this case we do follow our policy Section F. Limitations of Liability #9 that states “If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair.” If the unit had parts available we would then have covered the cost of the repair.
Since your policy has been cancelled, there is nothing that we are able to do for you with this claim.
We do 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:
Choice Home Warranty never asked for records , nor did they require an inspection prior to accepting the contract over one year ago.Also, last year 7/18/16, they had their tech add Freon to my unit. At that time , the tech did not state the unit was and is in need of repair. Nor did CHW contract me regarding the condition. In fact , they contacted me to renew another year while still under contract. 
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 policies show that a check in the amount of $400.00 to assist with the payment of the non-covered claim for the water heater has been mailed. Also, I have requested that a call be placed to you to cancel the policies per your request. In accordance to the policy section Letter L, Number 4 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 CHW.     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:Ok you send a technician of your choice and you pay for him to come out and talk to you about the problem  It has already cost me $100 to  have my tech talk to  your service person thast a hard time understand AND I have already sent records showing the repairs and servicing that have been done. You can contact me at ###-###-#### to meet your tech and maybe you will believe him since he will be working for you??!!  He can tell you how clean the coils are.
Regards,
[redacted]

Dear [redacted],We regret your frustration and do apologize for any inconveniences this may have caused you. We automatic dispatch system contacts all of the best available technicians in your area, and the technician who has the best availability, will pick up your claim. [redacted]...

[redacted] has been dispatched to come to your home for a diagnosis; you may contact them at ###-###-#### to schedule an appointment.We understand your sense of urgency regarding this matter, however, we are not an emergency service company.  CHW does offer a reimbursement option, which allows a customer to hire their own technician for the diagnosis.  For future reference:*We reimburse at OUR rates if the claim is a covered failure*You must pay the technician up front, in addition to the SCF*Your technician MUST call authorizations prior to doing any work to complete the repair for approval*Authorization Hours are as follows: Mon-Fri 8AM-7PM; Saturday and Sunday 9-5:30PM.*It takes 2 days to process the reimbursement upon receipt of form*It takes 30 days to process the checkWe 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:Sudden failure of the microwave was not a preexisting condition. The microwave unit was in 100% working order until the day it  failed.  The fact that it failed only 5 days into my policy has nothing to do with showing that it was a preexisting condition.  You  also forget to mention that this 5 days was also after the extensive probationary period from the time I paid the policy and the time that coverage actually started.  Furthermore, this is a rental unit and I assure you that my tenants would not have allowed such a long time frame for microwave repair. Even the tech that replaced the microwave was very shocked that your company  made such statement in order to avoid paying for the repair in which you are contractually obligated. even if it it was a pre-existing problem I would have made a claim with the company I switched from after being assured by your salesman that your company was a better option with better rates.  Also, after being a military aircraft Electrician for 10 years, I know that electrical components are capable of and typically do fail without warning or preexisting conditions.  As for your inappropriate comment about the past due status of my account, why would I continue to give my money to a fraudulent company?  It literally cost me more money to have the repairs accomplished because I had to pay a service fee.  If you pay the claim in which you are obligated without me having to take the next step of filing a claim in court and refunding the $60 service fee, I will revisit the idea of keeping my account active.  I warn you now, not paying the claim will be a bad idea.  I got out of the military after 10 years of service and spent three years in law school because of companies just like yours who would rather deny legitimate claims and try to hide behind the arbitration agreements in their contracts hoping and expecting people to just give up on their claims because they do not know the legal remedies available to them.  I am telling you now, I am not that person.Regards,[redacted]

Dear [redacted]Upon signing up with CHW you are provided 30 days until your policy starts, this is to ensure that all units are in proper working order as well as providing you time to review the policy's terms and conditions.  If within those 30 days you disagree with any part of the policy you are able to cancel with a full refund.  If you cancel after the 30 day grace period, you would be subject to the terms and conditions of the policy as stated in Section L. Cancellations.We do regret any frustration that you had gone through with this claim and our company.Warm regards,CHW