Bass Services, Inc.

Dear Sharon [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 was processed in accordance with the terms of the policy. The sale and installation of your new HVAC unit is not being done by CHW. You will need to follow up with the contractor that is handling this.   A record of your complaint has been lodged regarding the technician that was sent to your home to diagnose the initial claim that was placed with CHW.   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 your frustration and any inconveniences this may have caused you.  We have reached out to the technician and have settled this matter and lower the out of pocket cost.  Please understand that we have paid over the maximum cap amount of $1500 ($1525) towards this repair. Please note that Choice Home Warranty will not be responsible for additional fees as the coverage has been capped out.If you have any further questions or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST. Regards,CHW

Records indicate that an agreement has been reached between you and CHW which will provide you with a refund and cancellation. If you have any questions regarding the agreement, please call the customer service team at ###-###-####.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because: The check list did have amp readings and voltages.  The reason it didn't have address at the top was because it was the technicians personal worksheet he turned into the office.  I also have a checklist with address on it.  They informed me the last time that I talked to a manager, "That this was never going to be covered no matter what I sent in."  Therefore I never sent them another thing wasting more of my time, after I waited  on hold for over 50 minutes to talk to someone every time I called them.
Regards,
[redacted]

Dear Deborah [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 detailed review of your claims shows that CHW has paid out in all claims with the exception of the most recent claim that was placed. Since 2014, there has been $890.12 in authorized covered claims. The most recent claim that was placed on 8/10/16 for the air conditioner is not a covered claim in accordance to the policy section Letter A, Number 2 which states that CHW is responsible for repairs related to normal wear and tear. A diagnosis presented to CHW was that the compressor had been shorted to the ground and was tripping the breaker and causing internal failures. This is not a result of normal wear and tear. However, based on you being a valued customer of CHW, you were offered $350 as a goodwill gesture to assist with the payment of the claim which was not covered and it was denied despite the information that you shared that the technician had provided you with information that the failure may also be due to manufacturer defect. The goodwill to assist with repairs is still available to you as you are a very valuable customer. Please call the customer service team at ###-###-#### to have this processed if you would like to take advantage of this.   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 initial complaint was that CHW sent a non licensed tech to my home with the sole purpose to discredit the claim due to lack of maintenance. I asked them for the licensed number  of the tech and they refused to give it to me. The tech came to my home with no equipment to do the job. He came from over 40 miles away and said he would call me to schedule a time to come out to repair the dryer. He never made it back to my home - there were several phone calls and excuses. The licensed tech I hired came to my home prepared to work with all the supplies in his vehicle needed for whatever the problem. I should not have to take 2 or 3 days off work to have something repaired. 
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. A review of the claim shows that it was processed according to the policy.  This was a covered claim.  Based on the diagnosis that we received, it stated that the pull chain and the fan motor would not work and needed to be replaced.  We authorized funds to the technician for this repair.   Please note that our policy states in Section D, Number 13, lights are not covered.You may submit your paid invoice to [email protected] for review.  Once we review your invoice, we will contact you with the update.  Regards,CHW

Complaint: [redacted]
I am rejecting this response because: The justification reason stating that I had 30 days to review and request a refund is ridiculous. First off, on the surface it appears that it may be your everyday home warranty plan however no claims can be submitted within the first 30 days so you, as a consumer are not aware that they will find every reason possible to deny your submitted claims until aft the 30 days and you submit a claim. As for this part of your policy: Coverage #3 that all units must enter the policy in proper working order.  CHW does not provide an inspection for our customers’ units, we expect that the customers ensure that they have all units properly maintained and working. I moved into my home on 5/30/2016 after purchasing the policy so I have documented statements from inspectors and county inspections stating that all units were working and in proper order. As for my washing machine claim that you denied and forgot to mention because it was not a mechanical failure, it was ripping holes and destroying my clothing and had destroyed over $500 dollars of clothing. So fixing it may not have been mechanical in nature but it was not working as designed. I had to go out and purchase a new washing machine. As for the air conditioner, I changed the filter regular and did not know I was required to show 3 years of proof since that was not written in your policy. I have now had to replace my air conditioner and hot water heater. I thought I was doing the responsible thing by getting a home warranty but your policy is misleading and scandalous in nature. I have now spent a total of $10,000 in appliance because you would not cover them as your sales rep claimed. Also because this is so important to home owner maybe you should be a little more ethically responsible and train your sales associates to explain this while they are scamming us to sign up for multiple years of service. As for the $150 offered to me, it was because I asked the account rep to cancel my service and that was her way of providing service recovery however please understand that a $150 towards a hot water heater does not even cover the sales tax. I consider this a refund for services paid for. Another unethical practice that you are doing is providing me a “discount for signing up for multiple years however when I asked for a refund I was told I would be charged the full monthly amount. In other words you discounted me at a rate of $35 (for signing up for 3 years) but if I wanted to cancel my policy I would have to pay $45 for every month I’ve had the policy. (dollar amount is not exact just used as an example). You need to change your practices and stop taking advantage of home owners, as we have enough to worry about.
Regards,
[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 for your Air Conditioning System, I do see that CHW had stated that this was a non-covered claim due to a lack of proper maintenance; the diagnosis stated that the condenser unit had debris corroding it and also the coils were completely clogged.  Per our policy 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.CHW did however offer you a goodwill gesture to cover the cost of the compressor and you would have had to pay the cost of the labor and Freon.  You had accepted our offer and we had ordered the part for the unit.  Then you had called us back stating that you declined the technician to come in and fix the unit, you decided to cancel your policy.CHW did agree to allow you to cancel as stated in our policy that it does have to be a mutual agreement to cancel.  Please see Section L. CancellationsThis 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.You had requested a full refund of the policy and we did explain to you that your policy was beyond the 30 day grace period that you are given to review the policy and ensure that the units in your home are in proper working order also due to the fact that you did accept the good faith effort and then declined it, there was a restocking fee that was due to Lennox for the compressor. As a second good faith effort, we did not charge you the funds to restock the part but we did continue as per our policy for your cancellation.Your policy was cancelled on 9/22/15 and you were provided a refund of $956.25 that went back onto the credit card that you purchased this policy with.  You were charged an administrative fee as stated above and charged for the months that you used the policy; you were however provided a refund of the months not used minus any free months that were given to you for signing up with us.Since your refund has been completed and it is correct; CHW did go above and beyond to assist with a claim that you declined the good will gesture for after you had agreed.  You chose to cancel your policy with us and therefore we are not able to provide you with any other funds other than what you are due by the policy and you have been provided with those funds.We do apologize that you misunderstood our policy as we do not provide maintenance for our customers on any units in the home.  Our company is not an insurance company as stated in the policy.  We do regret your frustration, CHW is in compliance with the terms and conditions of the policy.We do urge all customers to read the policy as you are able to view it before the policy begins.  If you disagree with any of the terms of the policy before the 30 days that the policy goes into effect; you can cancel for a full refund.  CHW’s policy can be viewed by anyone that visits the site, you were also provided a booklet and an email of the policy.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:   The food spoilage is due to the fact they waited now 53 days and the technician has not replaced the fan.  I will now have to wait according to him 10 more days for the part to come in and then schedule a repair.  I told them from day one that I knew my refridgerator was not going to keep lasting if they didn't do anything about it.  I guess they think that now being 53 days from the day reported is according to policy.  I can understand if my food spoiled within the week that I reported the problem but as of today 53 days and knowing that it was not freezing and cooling like it should.  the day I reported it 2/11/2017 they called an in network technician.  it took almost a week for him to respond to me and then told me he couldn't do it at all.  Choice told me I needed to call my own technician and they would pay him directly along with me paying my own service fee.  I told her I didn't want to get involved in the out of network because I knew it would become an issue with it not being the normal.   She reassured me they would pay the bill once I sent the technicians invoice for the work, which I did, three times.  they kept saying they didn't receive it but I have the emails stating my information was received.....SMH.....after she reassured me there would be no problem I looked up a local person and called him.  He immediately came on 2/18/2017 and checked it with the diagnosis of the duct was not working at all.  The fan was working properly at that time.  He also advised Choice that if that didn't fix it there was nothing else he could do to fix it but it would need to be replaced.  Choice has avoided anything to do with the out of network technician or his diagnosis.   after he had replaced the duct within about a day I knew that the refridgerator still wasn't cooling and freezing properly.  I called him and Choice and relayed the message.  He again told them it would need to be replaced.   They would never acknowledge that he said that and kept saying they didn't get reimbursement form or my invoice from him.  again, I received emails acknowledging the same.....as received.  I told them each time I called them, Choice Warranty, that I knew my refridgerator was not going to keep lasting if something was not done soon.  I needed to get a new refridgerator before I lost food because I have been put off so long and lied to.  they then advised week before last week that I had to get a 2nd opinion from another technician, this one being in network.  I said if you weren't going to take the out of network technicians word for it why did they tell me to call him when I didn't want to do it the start with.   so then I waited for him to come which he checked it last Saturday April 1, 2017.    that was 49 days since the claim was filed......then he said the fan was out which I told him it was running when the first technician came.  so it is slowly dying.  I kept telling them I was going to end up losing all my freezer and refridgerator food if they didn't do something before it quit working.   they wouldn't give me the ok to buy a new one, so Saturday night the freezer was dripping from thawing ice and the food was already thawing.    I called choice yesterday and asked them what they were gong to do about all the food lost because they still were dragging their feet.  I have two small children I adopted in my home ages 4 and 9.   so it leaves me to have to eat out every meal and have nothing cold to drink at all, no mild for my 4 year old nothing or go buy a refridgerator and then they won't fix my current one because its not in the kitchen.  I cannot neglect my children because it has now been 54 days since my claim was filed.   my freezer is full of meats, mostly steaks, roasts, pork loins and seafoods.  not cheap.  so they say now there is nothing they can do about that.  she also advised me then they weren't going to pay the first technician because it wasn't fixed, but its because the fan went out after he fixed the duct....and he already told them it needed to be replaced.  they don't want to hear that.....she basically told me I was going to have to eat the servicing of my duct in it and they would not reimburse.  and the price was $187.23.   she still told me they had no paperwork on the reimbursement for his services, and yet another confirmed email stating they had received it.   so yesterdan I sent it to them 3rd time and attached your email address after filing my complaint.  now at 54 days they are lying because the fan has not been replaced and it has not been resolved and they never have called me back since yesterday to tell me when I could expect it to be fixed.  and they don't care that I am losing all my food.   this is not your normal food spoilage it is because this has not been handled in a timely manner to avoid it spoiling.   7 1/2 weeks since I filed my claim.  what did they think would happen if they waited this long to fix it  so they have lied about that.  Ask them to provide you with the paperwork to reflect the technician (2nd one) has fixed the fan already and it is now resolved.    A BIG LIE!!!!   I called the technician about 3 hours ago and wsas told that the part had been ordered and would be another 7-10 days until the part comes.  then to wait to come and fix it.  They should pay for all the food I have lost as a result of this and just replace the refrigerator otherwise when the fan gets replaced it will be something else.  they could have been able to replace it by the time they fix all these broken parts and still have a useless refrigerator.   believe me they will not be able to provid you with paperwork reflecting the fan has been replaced and it has been resolved.  They don't have it because the part wont be here for another week to a week and a half.   they are responsible for negligence to my claim resulting in loss of all my food.  looks like I am going to have to buy a new refrigerator and they can just fix the one I have when the part gets here.  my baby cannot go without her milk for weeks and we cannot afford to eat out. especially now needing to replace all the food.  and I can't replace food if the refrigerator is still not working.  so let them explain how professional this all is.totally unacceptable.....totally....
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. 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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction.  Per your request, we have cancelled your policy as of July 12, 2017.  Please see our policy Section Letter L of Cancellations as you are not entitled to a refund: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

[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]

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 Air Conditioning claim we do see that the technician that came to your home to diagnose the system stated that the unit needed a new breaker.  CHW did approve this portion of the claim however once that was completed the technician stated that the breaker tripped right away and the unit shorted out.  This happens due to a lack of proper routine maintenance. Per our policy, Section F. Limitations of Liability #12 states that we do not cover failures due to a lack of proper routine maintenance.We did receive the records that you had sent to us and they unfortunately do not show routine maintenance.  The records that you had from 7/14 & 7/15 are not proper records, are missing the technicians’ name, company, phone number, license number and the invoice itself for the unit are missing gauge reading, Freon levels and fan conditions. We spoke with your technician on 10/28/15 and he advised us that the unit was working and was in excellent condition.  He states that he inspects the unit but does not do any maintenance to it.  Again, per our policy, CHW does require all units to be properly maintained by the customer per the manufactures specifications.We do see that you purchased your policy on 4/1/15 and it started right away and it is going to expire on 5/1/16.  We would like to offer you a full refund of the policy in the amount of $401.25, as a goodwill gesture.  It is unfortunate that this happened and we are not able to cover the failures per the policy however if you would like a full refund of what you paid for the policy, we will be happy to provide that amount to you.  We would ask that you contact our office and once you speak with a manager they will confirm with you that you do accept and we will process a full refund for you.We do regret your frustration and do hope that you will accept our offer.  In reference to the claim and our policy however CHW is in full compliance with the terms and conditions.Regards,CHW

The response shared by CHW indicates that you may cancel your policy in accordance to section Letter L of the policy. However, if you would like to cancel you will need to call the customer service team at CHW directly at ###-###-####. This team will be able to provide you with the assistance needed. 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 claim shows that the claim was processed per the policy. Based on the diagnosis received by the technician the claim is not covered. The unit has a locked up compressor which is caused by overheating and high pressures. This occurs with a lack of proper routine maintenance. Section Letter F, Number 12 of the policy states, “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”. You have indicated that you have had maintenance done several times that were dispatched by CHW. CHW doesn’t handle routine maintenance. CHW will assist with the repairs of covered claims. Although CHW doesn’t require that maintenance records are submitted, you are invited to submit the maintenance records that you do have to have the non-covered claim reviewed. You can submit this information to [redacted] and be sure to include your claim number on all of the correspondence.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted],We do apologize that you are upset with the outcome of the claim however, per our policy it does state that you agreed upon signing up that CHW would not be responsible for the technician’s negligence.We do understand your frustration however CHW is in full compliance with the terms and conditions of our policy.  If you have any concerns about the technicians that have come to your home, please contact them.  This is why we ensure that they are licensed and have the proper credentials. Respectfully,CHW

As of this date, there is NO resolution to this issue we have with Choice.  Regina S[redacted] and I verbally agreed to a plan on the phone; however, after 3 different "agreements" sent, we still do not have an agreement.  Their agreement indicated that Choice would pay the [redacted] a total of $400 to complete the work on my 84 year old mother's air conditioner.  We would then pay $810 to [redacted] We wanted to ensure that [redacted] would follow through with this as "Choice vendor". To date, we have not been able to get a response from ** nor has Choice followed up with this vendor. There have been numerous phone calls with ** and no response.  Their only one time contact with my sister on Monday was that they were not aware of this plan and had not been contacted by Choice.  My mother has sent a certified letter to ** with the Choice "release" and their promise to pay but again, it does not appear this will resolve amicably as hoped. We are getting our own HVAC specialist and mold specialist to now take a look at the problem, give us estimates and do the work.  We have NO faith in Choice or their vendor to follow through with what they say they will do.  This has been going on for 3 weeks to the day.  This is occurring in the hottest part of the season and with NO air conditioning and the house closed (since my mother cannot stay there due to health concerns) I strongly expect there to be a mold issue in this house since it is located in [redacted].  This is going to cost us much more than what we had originally asked.  I can certainly understand why Choice per my research has had over $700M+ claims settlements per Attorney General Office of NC. I wanted you to know what steps we have taken and are taking to resolve this issue. We are now contacting an attorney as I truly believe that my mother's contract with Choice has not only been violated but she has been taken advantage of since she is a senior citizen. The $400 Choice was willing to pay is in essence the balance of her remaining time left on her contract. The contract was to terminate after this service was performed.  She paid up front 3 years which I have never heard of with a home warranty company as I have home warranty on two properties as does my other sisters and friends.  Thus, as you can see, they are not doing "much".  Should you require additional information, we will forward you to our attorney.

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, I do see that CHW has assisted with the following claims:Claim # [redacted] for your Garbage Disposal in the amount of $165.00Claim # [redacted] for your Plumbing System in the amount of $100.00Claim # [redacted] for your Plumbing System in the amount of $80.00Claim # [redacted] for your Air Conditioning in the amount of $43.00Claim # [redacted] for your Plumbing System in the amount of $55.00The total that CHW has paid out for your policy to date has been $443.00, this is for covered claims.  For the Claim #[redacted] for your AC system, the technician stated that the unit had a bad compressor; the windings were shorted internally and were tripping the breaker.  With this information along with the pictures, our inside technicians explained that this could have been prevented with routine maintenance.  We do see that on 7/24/15, you had spoken with one of our agents and stated that you were going to send in your maintenance records.  We have not received any information as of yet, today being the 27th.Please send the records to [redacted] and our authorization team will review for 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 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.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you agreed to get the leak test.Based on the results and pictures from the leak test it was confirmed that dirt and debris contributed to the coil which then became brittle and leak.  Dirt and debris being left on the coil, was from a lack of proper 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...”If you would like to further dispute this claim, you can submit your proof of proper routine maintenance records to [email protected] for review.  Should the records show that the system had been properly and routinely maintained, we would adjust the outcome of the claim accordingly.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. In review of your policy, it shows that you purchased your policy on May 9, 2017 and it became effective on May 12, 2017.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 drum was out of shape.  A failure like this would not occur in the short lifespan of your policy, as you stated the last time the system was working was May 11, 2017.Per our policy, Section Letter A, Number 3, units must be “…in place and in proper working order on the effective date of this home warranty contract.”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 on the non-covered claim.  You declined this offer and requested to cancel your policy. You spoke with our Customer Solutions Specialist who offered $100 of goodwill funds and also two months free.  You declined that offer as you insisted cancelling your policy. Per your request your policy has been cancelled as of May 16, 2017.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW