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, we do see that CHW offered you a goodwill gesture that you did accept for the cost of the air handler in the amount of $517.27.  CHW did authorize the check on 4/18/16 after you spoke with a manager Kyle that assisted you.  This check will be processed and does take 30 days to release.We are very happy that we were able to assist you on this claim and do look forward to assisting you on further claims. 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:
We have proof from a certified plumber that the drain valve was NOT the reason that the water heater was not working. The flooding was caused by the water heater going out, unable to hold water. Again, Choice Home Warranty has refused to look at our plumber's paperwork stating the reason the water heater was leaking. This claim was not processed correctly.
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 show that you purchased this coverage on 3/22/16 which means that your policy had begun on 4/22/16. You placed your claim for your Air Conditioning System 10 days after the policy began.  Per the terms of the policy, it states in Section A. #3 that all units must enter the policy in proper working condition.  It also states in Section F. Limitations of Liability #1 that CHW does not cover failures’ that are known or unknown pre-existing issue to the policy.Your unit had a failure that could not have happened within the time frame of the policy; therefore the claim was not covered.If you disagree with the terms and conditions of the policy, CHW will be happy to provide you with a full refund of the policy in the amount of $77.50.We have documented the account, if you would like to cancel the policy and receive this onetime offer of a full refund, we will be happy to provide you with the refund.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

I do apologize about the experience that you had with CHW.  Please rest assured that your policy has been cancelled and the email did go out to you on 4/20/15 along with the full refund back to your credit card.  You should see this credit within 5-7 days.  I have copy and...

pasted the email for you.Date: 04/20/15Sender: Subject: YOUR CHOICE HOME WARRANTY HAS BEEN CANCELLED Body: POLICY #: [redacted]Dear [redacted],Please be advised that your Choice Home Warranty policy covering the property located at [redacted] has been cancelled in accordance with the User Agreement located a www.ChoiceHomeWarranty.com. An applicable credit of fees associated in Section XI of the User Agreement will be issued to you within 15-30 days.Keep in mind; when your Choice Home Warranty account is cancelled, you will be responsible for all repair costs that arise. To reinstate your service, please contact our customer service department toll free at 1-[redacted]. Thank you for allowing us to assist you.Sincerely,The CHW Team 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 [redacted]Upon review of your policy, we do see that you had placed 3 claims with our company.  Two of the claims were approved for repair.  The garage door opener claim that was placed on 9/12/15 and the pluming claim that was placed on 1/5/16.  We do see that you had a claim for the air conditioning system and we do regret that this claim was not covered per the terms in our policy that state that any failures due to rust or corrosion are not something that we cover.  The leak that the unit had was coming from the U bends which was rusted.  Please see Section F. Limitations of Liability #1 & #8 that state we do not cover any failures that happen from rust.We do see that you have already cancelled your policy with us and since you were a monthly customer and paid for each month as needed, we do not have any amount to refund you back.  If you had paid for the policy for a year or more in advance we then would have money to refund you but since you paid as you went along and during the months that you had our services you did use them.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

I received the check from CHW today and am happy with [redacted] resolution. Thanks for your help.[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 we do see that we were able to assist you with the following claims:Claim # [redacted] on 12/26/14 for your MicrowaveClaim # [redacted] on 07/12/14 for your RefrigeratorClaim # [redacted] on 03/03/14 for your DishwasherClaim # [redacted] on 01/16/14 for your Refrigerator Claim # [redacted] on 11/10/13 for your Dishwasher Claim # [redacted] on 11/10/13 for your RefrigeratorWe are very sorry that you were not satisfied with the Goodwill offer that we were going to provide to you for your Plumbing issue.  Per our policy, plumbing systems do have exclusions and cartages’, fixtures and faucets are to name a few that you had an issue with.  Please see Section D. Coverage8. PLUMBING SYSTEM/STOPPAGEINCLUDED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots - Toilet tanks, bowls and mechanisms (replaced with builder’s grade as necessary), toilet wax ring seals - Valves for shower, tub, and diverter angle stops, rinses and gate valves - Permanently installed interior sump pumps - Built-in bathtub whirlpool motor and pump assemblies - Stoppages/Clogs in drain and sewer lines up to 100 feet from access point. Mainline stoppages are only covered if there is an accessible ground level clean out, except:EXCLUDED: Stoppages and clogs in drain and sewer lines that can not be cleared by cable or due to roots, collapsed, broken, or damaged lines outside the confines of the main foundation (even if within 100 feet of access point) – Access to drain or sewer lines from vent or removal of water closets - Cost to locate, access or install ground level clean out – Slab leaks - Polybutylene or Quest piping – Galvanized drain lines - Hose Bibs - Drum traps - Flange- Collapse of or damage to water, drain, gas, waste or vent lines caused by freezing, settlement and/or roots – Faucets, fixtures, cartridges, shower heads & shower arms - Baskets and strainers - Popup assemblies - Bathtubs and showers - Cracked porcelain - Glass - Shower enclosures and base pans – Roman tubs - Bath tub drain mechanisms - Sinks - Toilet lids and seats - Cabling or grouting - Whirlpool jets - Whirlpool control panel - Septic tanks - Sewage ejector pumps - Water softeners - Pressure regulators - Inadequate or excessive water pressure - Flow restrictions in fresh water lines caused by rust, corrosion or chemical deposits - Holding or storage tanks - Saunas and/or steam rooms. The offer that we were going to provide you with was for the cost of the valve that we would have covered.  Unfortunately, the other issues were non-covered.  Our offer still stands and we will be happy to provide you with the reimbursement of the valve $200.  Again, the cartridge issue is still exclusion to our policy.We thank you for your feedback as it helps us improve our policy and our customer experience.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 find that this resolution is satisfactory to me.
Regards,
[redacted] In Addition,I received the Choice Home Warrantee reimbursement check in the amount of $400 on 7/25/16.  Therefore this issue is resolved.

Dear Mr. [redacted], We do regret your frustration with the vendor and we have reached out to him ourselves.  We do see that the technician had charged you per your claim, $238.  He also charged you for the service call fee.  CHW is offering to place a onetime fee onto the policy for you of $45.00.  In reference to the technician, we do see that CHW has provided that information to you.  The name of the technician is [redacted] Service Company and their number is 704.507.0436.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: As you know [redacted] the vendor you sent to my house provided you with the same feedback that the failure was due to normal wear and tear and I offered to have a conference call with your representative and [redacted] to ensure we are all on the same page, you all declined to have that conversation....not sure why...? perhaps because you all did not want honor the contract and pay for repairing the compressor. It doesn't give me any confidence that this attempt will be any different. What you all told me was that regardless of what the expert says, it all depends how you choose to interpret the findings hence you won't pay, which I believe is not correct. I can have the new company call you only if you agree to reverse your decision based on their findings, and not give the same answer that you gave the first time. Please let me know - thanks! 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was not explained when I bought the warranty on my house. they said that ac will be cover.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the tech that Choice sent out said the system was well maintained and there was no way to prevent rust because it was due to normal wear and tear. Also, there is no one from Choice working with me.
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 the claim shows that the claim was processed according to the policy. The diagnosis that was received by the technician was that the disconnect box was melted and burned. Section Letter D, Number 7 of the policy indicates that this is not covered. As a goodwill gesture, CHW did provide $100 to be used towards the repair of the non-covered claim.   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: My Perry Home Builder responded to me as follows: Jun 24 (4 days ago)to me Kumar,  The Microwaves that we purchase from G.E. are used for both countertop and for built in applications. There is a trim kit/ built in conversion kit that is ordered with the microwave, which is used to convert the microwave to be installed into a kitchen cabinet.  Your micro wave is a built-in micro wave , as it is built into your cabinet.  This is not a warrantable issue.  ____________________________________________ Bruce SmithProject ManagerRiver Stone 65’Perry HomesPhone: (281) 265-6555 Fax:  (281) 265-6563 eMail:  [email protected] Visit us on the web at www.perryhomes.com ____________________________________________
Regards,
Saurabhkumar Desai

Dear [redacted],We regret to hear your frustration. You are entitled to getting a second opinion at your own expense.  If you choose to get a second opinion, please submit the detailed invoice that shows the diagnosis to [email protected] for review.  If the outcome is different, we would adjust the claim accordingly, based on our policy.  Otherwise, the outcome of this claim stands. Please note that the goodwill funds in the amount of $300 was authorized on July 17, 2017, please allow 30 days to process before the check is mailed out. 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]   Please accept the apologies of CHW. After a review of your policy there was an error in your refund amount that was provided. Please understand that the refund is not within 30 days of the renewal but instead 30 days of the initial policy and that was on June 7, 2015. The renewal was on July 8, 2016. Your policy was canceled in accordance to section Letter L, Number 4 of the policy which states If canceled after 30 days, You shall be entitled to a pro rata refund for the remaining months of the paid contract fee for the unexpired term, less a $50 administrative fee or 10% of the contract fee whichever is less, and any service costs incurred by Us. Based on this and a $25.00 payment that was made on a claim placed on 6/24/15 for the Garbage Disposal your refunded amount should have been $298.34 instead of $273.33. CHW has placed the information to make the necessary adjustment.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted]Please see Section F. Limitations of Liability #99. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color.CHW offered you exactly what we stated in our policy that we would. In turn you had declined this unit and therefore we provided you with the funds.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.Thank you,CHW

Dear Y[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 with us on 6/24/15, CHW advised you on 7/14/15 that we did not have the part as of yet for your unit but we could offer you the funds in lieu of repair.  This would be per our policy, to offer you the payment of the parts for the claim in the amount of $484.47.Please see Section F. Limitations of Liability #9, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts.The claim was closed as a buyout for this unit per your decision and we provided you with the cost to assist you with a new unit.  If you had chosen to repair your old unit rather than purchase a new one with the funds that we provided, we would not cover the unit any longer due to us paying you for the cost of the parts.  CHW would not be able to provide you with a full refund of your policy since you had paid $1050.00 for the policy and we have paid out $1088.36 so far on claims for you.  There would not be a refund for this policy but you are permitted to cancel of you would like to but again there would not be a refund.CHW does 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.
Upon review of your policy, we do see that you have placed a claim for the water heater. We do understand your frustration however all of our customers are provided 30 days before the policy begins to review the terms and conditions of the policy. Please see Section D. Coverage #6 that states that CHW does not cover failures that are from the actual tank since the tank does not have a mechanical failure. The tank is a holding vessel that the water is stored.
If you would like to cancel the policy with us, we ask that you refer to Section L Cancellations in our policy to cancel per the terms.
We do thank you for your feedback however this claim would not be something that is covered per the terms of the policy. CHW is in full compliance with the terms and conditions of our policy.
Regards,
CHW

[redacted] Our policy was provided to you before the start date of your coverage.  We do expect all customers’ to review the terms and conditions and if they disagree with the terms and conditions they are then permitted to cancel with a refund however once the policy begins, you are not entitled to a refund, you are entitled to a pro-rated refund and if CHW has paid any claims of yours which we did, that amount comes out of the pro-rated refund. The items that you listed are not covered under our policy. Also, the offer that was provided to you in our prior response was before you had accepted the previous claim payouts.  The amount that you paid for this policy was $1050 and CHW has now paid a total of $1049.37 which leaves 63 cents. We do regret your frustration however we are not able to provide you with a refund minus paid claims since there is nothing left of what you had paid. If you would like to accept a onetime free service call fee, we will add it to your policy.  Please contact us at ###-###-#### and you can speak to any of our customer service agents who will provide the onetime free service call fee for you. Thank you, CHW