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]   A review of the claim indicates is has been processed according to the policy. The part that is needed to properly fix the unit is no longer available. CHW doesn’t provide coverage for substitute parts to make repairs. Section Letter F, Number 9 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”. As a result, CHW did offer to provide you with $250. Notes further indicate that you have called CHW and provided an alternate part number and as promised the proper department has been asked to confirm. You can expect a call back from the management team at CHW regarding the information that was submitted. Should you have any questions, please 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

[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 that began with CHW on 1/5/15, we do see that you had a claim for the water heater and we did advise you that we do not cover the actual tanks.  I do see that you had spoken to the manager in the cancellations department and he did explain to you per our policy, you are entitled to a full refund if you cancel within the first 30 days prior to the policy’s start date.  If you wish to cancel the policy, you are subject to the cancellations fee’s and a pro-rated refund. Please see section L. Cancellations 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 writingIf you would like to cancel your policy, you are able to do so but CHW will not be offering you a full refund as requested we will offer you the pro-rated amount as stated to you.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Dear [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 this claim, it was a non-covered claim due to a lack of proper routine maintenance per the manufactures specifications. As a goodwill gesture, CHW offered to provide you with half of the cost of the repair.  We do have specific companies that we purchase the parts from for a wholesale price.  We do not know when a part will be coming and we will continue to keep you posted.Also, please note that our policy states that CHW is not an insurance company.  We do not want anyone to be confused and think for any reason that we are.  It is stated in Section A. Coverage #3.We do see that the second tech that came out, did fix the unit and if you have any further issues, please contact us.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

Dear [redacted], We regret to hear your frustration however, please understand that this failure does not match the failure that occurred to your AC unit back in September of 2016.Furthermore, if you would like to dispute this claim, you can send your proper routine maintenance records to [email protected] for review.  After your records have been reviewed, and the outcome is different we will adjust your claim accordingly.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.
I've supplied the required documentation to the business in order to receive a refund.
Regards,
 [redacted]

Dear [redacted]We do regret your frustration however we do see that you had spoken to one of our managers and you chose not to cancel your policy.  We do also see that CHW provided funds to you in lieu of the repair for the ice maker.As a goodwill gesture, we have added a onetime free service call fee to your policy.  We have also placed a request not to have this technician come back to service your home.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
It is not accurate.  I will be providing more details on Monday.  I do not accept their explanation as it does not address the details I provided with regard to their authorization to do work for which they never intended to pay for without the benefit of informing us at the time that of a $913.00 bill they would only pay $100.00.  Also the flywheel repair cost was greater than $145.00.  Every part of this issue reeks of false advertising by Choice.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The refrigerator/Freezer was in perfect working condition until the day of the claim.  That it decided to break down just one day into the coverage after having made already 2 payments to Choice warranty was a very unfortunate coincidence.  We purchased this home three years ago with all electrical and non electrical items working properly as per our inspector said.  ALL electrical appliance were in almost new condition and worked great.  By letting you know this, you can understand that we are frustrated.  It should not make a difference in your coverage if an item breaks down one day into coverage, or 1 month, or one year into coverage.  We went ahead and purchased a new one and now wonder, if we have to purchase an appliance new every time it breaks down, we would encounter a manufacturers 5 year extended warranty and that leaves us to concluded what our money is wasted on a coverage by you that the manufacturer already covers.  We can provide dozens of family members witnessing that the refrigerator was in fine condition days and weeks before the claim, since children, their spouses, and grandchildren enjoyed getting a drink of water with ice multiple times just the day and weeks before it broke down.
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, we do see that CHW has not covered this claim per our policy, Section F. Limitations of Liability #12.  CHW does require that all units be maintained per the manufactures specifications.  This would mean that all invoices show AMP readings, this determines what the reading was the previous year and it determines if something was off. Any technician that is doing maintenance as specified by the manufacture understands that they have to do a 21 point check system that includes all readings otherwise they are not doing proper routine maintenance. As we stated prior, our policy will only cover units that have been maintained as specified by the manufacture.A unit that is leaking Freon at the condenser coil, is not a unit that had proper maintenance.If you would like to cancel the policy that you have with CHW, you would have to follow Section L. Cancellations and CHW would provide you the pro-rated refund.  Please contact us at ###-###-#### or you can send a letter to our office to cancel as well. Our address is [redacted]We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. 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 our web site at [redacted]p.
Upon review of your claims for your washer, we do see that you placed 3 claims with us. The first claim the technician did state that the unit was working but nothing more. The second claim the technician stated that the unit failed due to an overloading of the unit. The third claim we did not send a technician out due to the second claim not being covered. It was stated in the second claim that a balancing ring was needed to make the unit work again. We do not have the pricing for the ring due to the claim not working; however as a goodwill gesture based upon your statement that the repair will cost $275, CHW will offer you $125 towards the repair. We are not able to provide you the cost of a new unit due to the fact that this was a non-covered claim. Per our policy, Section F. Limitations of Liability #19 states that CHW is not responsible for the negligence of the technician.
We do regret your frustration with this claim; however we are in 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 the unit had a failed condenser fan motor which resulted from a lack of proper routine maintenance.  Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel your policy.  Per your request, your policy has been cancelled as of 7/12/2017 and your prorated refund of $489.00 was processed in the form of a check on 7/18/2017.Please refer to our policy Section Letter L of Cancellations below in regards to our prorated policy: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.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:CHW is not providing the full refund of my pre-paid fund. And CHW is not providing a breakdown of how did they figure and send me back only 1291.64 at my cancellation request in September, when I had pre-paid $1875.00 for the 72 months policy term 2/6/17-2/6/23. How did CHW calculate and deduct $583.36. CHW is purposely being vague and only stated in its response that it deducted $50 for cancellation fees, which doesn't explain how it calculated or deducted my whole $583.36.   
Regards,
[redacted]

We have verified that the check has been mailed. It has not been cashed. The policy states that you can pay a $30 fee and CHW will re-issue the check. This amount will be deducted from the check. Or, you can wait 90 days to receive the check and if it remains outstanding, CHW will reissue a check at no charge.  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 policy and this claim, the diagnosis that we received is that the failure was caused by rust.  Per section F. Limitations of Liability #1 and #8, CHW does not cover failures from rust.If you do not agree with the outcome, you are more than welcome to provide CHW your own diagnosis from a licensed technician.  Please note that CHW will not provide funds towards any repairs or replacements without prior authorization.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: No refund has been sent nor is any pending according to my bank. On many message boards this is a common practice of Choice Home Warranty in order to deflect bad ratings by the Revdex.com. They've also failed to address the hours on the phone, their refusal to budge until I started filing complaints, nor have they acknowledged their deceitful practices.
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].   We are very sorry to hear that you are upset with your policy. We want to be able to assist you. While it is not required that you submit maintenance records, we invite you to submit your maintenance records to have the claim reviewed for a more favorable outcome.   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: It is untrue. They sent the technician out to fix the problem and he would have if it hadn't cost so much. This is wrong and we never signed anything and weren't told about a website where we could look at the policy and got our paper copy after we canceled our policy.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I am still waiting on my check for the $76.00. As soon as I receive that I will respond back.
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, I do see that you had sent in records but it was one record from 2013 and this record did not show proper routine maintenance, it does not have model or serial numbers, does not either have operating pressures. AMP draws off compressor motor and testing caps and contactors.Per our policy, CHW does require all units to be properly maintained by the manufactures specifications. Please see Section F. Limitations of Liability #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.We do apologize if anyone was rude to you, CHW doesn’t condone that type of behavior.  We also are not able to move forward with your claim due to the fact that you have canceled your policy and this is a non-covered claim.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  We do appreciate your feedback as this does help us with our customer service and service providers. Choice Home Warranty was in full compliance with its terms & conditions.Best 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 I have found that this is dead end for me. I have accepted this because the company and I are just going in circles and are not accomplishing anything. I consider this issues resolved only because I do not want to waste my breath on this company any more. I hope they will not be a recipient of your Revdex.com award that many people hold as a standard of excellence.
Regards,
[redacted]