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 claims it appears that all of the claims were processed in accordance with the policy. You recent claim for the washer was processed in accordance to the policy, section F, Letter 8.  CHW doesn’t provide coverage for repairs related to rust and corrosion. Our goal is to maintain and grow our customers who are very valuable. We would hope that you don’t want to cancel your policy. If you decide to cancel, please call our customer service team at [redacted].   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 with CHW for the Air Conditioing unit, we do show that CHW had dispatched a technician to your tenants home and as a courtesy he added Freon to the unit but he was never paid the Service Call fee that was due upon the visit.  The claim at that point was a non-covered claim due to the fact that the unit did not come into the policy in good working condition.  After we had spoken to you, you did pay the technician the service call fee and then you requested a different technician.  We did advise you that per the first technician, this was not a covered claim.  Once we received the report from your technician we again advised you that since the policy had started on 5/12/15 and the claim was placed on 6/1/15, the unit could not have had the issues that it had within that time frame.  It was missing 3 pounds of Freon and it had multiple leaks coming from the systems coil.  Per our policy, Section A. Coverage #3 all units must come into the policy in proper working order, as this one did not.On 7/23/15, you had requested to cancel your policy and as we advised you, CHW had paid $359.20 towards your claims that you had placed.  We would not be able to refund your policy in full as you were a monthly customer and we have paid out more than was paid in.  We did wave the cancellation fee and allowed you to cancel the policy.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 [redacted] Upon review of your policy that began on 11/21/13, we do see that CHW has assisted you in covered claims.  We do see that you placed a claim for your water heater and you stated that it was leaking water. Upon the diagnosis from the technician, we were advised that your unit was a “lowboy” unit and the tank needed to be replaced. Per our policy Section D. Coverage #8 Excluded is the “lowboy” unit as well as the tank. In this case it would not matter if the unit was a low boy or not, the tank needed to be replaced and CHW does not cover the tank.We do see that we had explained to you our policy and offered you a goodwill gesture towards the unit in the amount of $100 which you declined.  We do regret your frustration however; CHW is in full compliance with the terms and conditions of the 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, it does show that it was processed in accordance with the terms and conditions of our policy. We do see that you stated that the door on your unit was having issues as well as the lights.  Please review the policy as it does state that we do not cover anything that does not have a mechanical function as well as specific items such as the doors.  However, if you would like for us to send a technician out to your home with knowledge that we do not cover this failure that you have, we will be able to and you will be responsible for the service call fee.We do see that CHW has assisted you on previous claims and we do look forward to assisting you on future claims. If you would like to place your claim, please contact us at ###-###-#### and we will dispatch a technician for you again, you will be responsible for the payment of the repairs as well as  a service call fee. 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]   CHW wants to be able to ensure all customers are satisfied and is committed to abiding by the policy that is in place. If you have contract issues, customer service issues, guarantee or warranty issues, you may always call the customer service team directly at ###-###-####. A review of your claims shows that there has been 1 claim that wasn’t covered. The claim placed on 8/1/16 for your air conditioning system which wasn’t covered in accordance with section Letter D, Number 4 of the policy in which the thermal expansion valve is not covered. However, CHW provided you with a payment of $150 for goodwill to be used towards repairs. Section Letter L, Number 4 of the policy outlines the cancellation policy which states, “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 10% administrative fee and any service costs incurred by Us”.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]Your refund is still processing as it may take up to 15 business days for the funds to be returned.  For further questions or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.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 that began with us on 4/11/16, we see that you placed a claim on 4/23/16 for the AC System.  The technician advised us that the failure had been something that happened in a long period of time.  Being that the policy had just begun with CHW, this means that the failure that you had could not have  happened within the time period of the policy start date.  Per the policy, CHW states in Section A. Coverage #3 that all units must be in proper working order the start date that the policy starts.  We do not cover any failures that pre-exist the start date.  We provide 30 days before the policy starts for you to ensure that all the units in your home are in proper working order.  Per our policy, Section F. Limitations of Liability #1 states that we do not cover failures that are known or unknown to the policy as well.  Since you disagree with the policy, we are offering you a full refund of the paid amount of the policy. You have made two payments to us for $39.17 in which we are willing to provide back to you.  Please contact our office and they will provide you with the proper paperwork to sign. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy. Regards, [redacted] M. CHW

Complaint: [redacted]
I am rejecting this response because:
No one with Choice has been working with me on a resolution to this and I have not received any sort of an email concerning a resolution. 
Regards,
[redacted]

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 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 compressor locked up due to the system having no Freon.  When the compressor is locked up and the unit is empty on Freon, this indicates that the unit has been operating improperly.  If the system was properly serviced, the low Freon and the amp pressure readings would’ve been noticed. 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 were not satisfied.  If you would like to further dispute this claim, you can send in your proper routine maintenance records to [email protected] for review.  If the records show that the system was properly and routinely maintained, we would adjust the claim accordingly.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I am rejecting this response because:
The acceptance criteria for when something qualifies for repair is completely arbitrary and non-transparent. From a consumer perspective, we have an appliance under warranty that has stopped working. We were not aware of any pre-existing conditions. Choice arbitrarily and unilaterally decides that it wont be covered. Why did it not pre-inspect all of my appliances and let me know up-front before signing me up for the policy? Maybe I would not have purchased the policy if I had more transparency...which it did not provide. 
Regards,

Complaint: [redacted]
I am rejecting this response because: I have filed a complaint with Pennsylvania Atty. Gen.'s office it's ridiculous that a rust/corrosion caused the failure of my house heater this is no more than excuse to denial the claim. I have talked to other people in the business and a boiler new or old will eventually develop rust. Water leaking is done by expansion and subtraction as the unit is being heated and cooling down and when is calls for heat again. It puts a strain on any unit and they said that's the reason for the failure. I am also will contacted after I submit this, the New Jersey Atty. Gen. office and follow a legal complaint between Pennsylvania which I live in New Jersey in which choice home warranty does business out of I will hope to see you in court. I'm living in my home without heat and hot water and any illness that may occur such as respiratory problems relating to this claim not being settled and the heater system being replace. All expenses will fall on choice home warranty. I'm also going to try and obtain attorney to work with Pennsylvania and New Jersey Atty. Gen.'s office. I will not go away, you are totally dishonest and corrupt "service company" I will see you in court someday that I promise.And I hope the Revdex.com publishes this on their site for all to know. 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 it appears that your claim was processed in accordance to the CHW policy section Letter D, Number 6 which indicates that main, holding or storage tanks are not covered. The diagnosis provided to CHW stated that there was water leaking from the tank. The heating claim that was placed on 3/14/16 was not covered as it was indicated as a preexisting condition. In accordance to the policy, section Letter F, Number 1, CHW isn’t responsible for repairs related to known or unknown preexisting conditions. The policy has an effective date of 3/5/16 and with the diagnosis of the inducer and pressure switch failing, it was deemed that these are failures that take time to fail and would not have occurred in such a short span of the policy. CHW is a company that is proud to be able to offer peace of mind to their customers in accordance to the guidelines of the policy. Section Letter L states you may cancel after the first 30 days and you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee. As such, a full refund will not be provided. CHW values all customers and would not want to lose any customers, however, if you would like to cancel your policy, you may call customer service at [redacted].   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]   A review of the policy shows that any fees have been voided.   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]   In order for CHW to send a technician to fix the issue, there needs to be an active policy. This policy is no longer active and as a result, CHW is not able to dispatch a technician.   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. 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 evaporator coil was leaking due to rust and corrosion.  Please note that along with the diagnosis, we did receive pictures of the coil, which confirmed the rust and corrosion.  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 understood.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

We do apologize for the frustration that you have had with your claims.  If CHW had denied any of the claims that you had submitted it was due to the policy exclusions that you did receive when you signed up with CHW.  Also, we do apologize that you did not see the section of our policy where we do state that if you cancel your policy pre-maturely that you will be paying for the claims that you had and a cancellation/administrative fee.  This is in the policy that can be found on our website at www.choicehomewarranty.com/useragreement.  Section L. CANCELLATIONThis 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 also state that we are not an insurance company and do not take the practice of one.  CHW does not use any "scare tactics" to make anyone sign up with our company.  You freely signed up with us and you freely cancelled with us.  Your claim for your Air Conditioning claim was not a covered claim according to our policy.CHW is in total compliance with our policy.Respectfully,CHW

Complaint: [redacted]
I am rejecting this response because: accordingly to information  provided by choice home warranty the amount paid for claims during the current police period was $432.5. Subtracting that amount, the $50 administration fee and $195 for the 6 months of the policy used prior to cancelation from the $1950 I paid for  the 5 year policy leaves $1275.20 that should be returned to me. I  broke the calculation down this way in the original complaint. If Choice home warranty is showing a different amount for claims paid between May - July 2016 please have them provide the details.
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 it appears the claim was processed in accordance to the policy as outlined in section Letter F, Number 12. CHW isn’t responsible for repairs related 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

Dear [redacted]We regret to hear your frustration, however, you requested to cancel your policy on 10/19/2017, therefore your policy was cancelled.  Please understand that if your policy was cancelled on 10/20/2017, the goodwill funds still would not have been available.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
In my complaint, it was not just the $50 administration fee that I was concerned about. Yesterday I received a call from Choice and they agreed to refund me all but 1 month of the service agreement and the $50 admin fee. They said they would send me an email with this information about the additioal money they will be refunding beyond their first offer of $118 of the $375 I had paid. They said I should sign the agreement in the email as soon as received and they will process the refund, but I have not received any such email as of yet.
Regards,
[redacted], MBA