Bass Services, Inc.

Dear [redacted],
Upon purchase of the policy, you are provided 30 days to review the coverage. If you disagreed or did not understand you were able at that time to cancel the coverage for a full refund.
Per the policy, Section F. Limitations of Liability #1 and #8 state that CHW does not cover failures that are caused by rust or corrosion.
This information is not only provided online at our website but it was emailed and mailed to you before the policy start date. Also, you could go to the online customer account center to view your own personal policy.
We do regret any frustration that this has caused.
Regards,
CHW

I am rejecting this response because for years I've had a home warranty with a company that I may have paid more for but I got what I paid for. I went against my better judgement and with a CHEAP company and I can say that I've gotten just what I paid for POOR customer service and quality. I made 2 monthly payments to this knockoff company. Anyone with common sense wouldn't think that a new warranty wouldn't pay for a replacement unit. However, the unit can be repaired as I found out when I called another company out to look at the unit. Choice Home Warranty didn't even offer that. The unprofessional representative was quick to say you can fix it but we aren't paying anything. So that I don't type a novel, I've gone back to warranty company I had previously and I've taken the necessary actions to handle repairing my unit. I want a full refund of all monies paid to this  bootleg operation.

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 .We do see that you were provided with a policy via email as well has hard copy in the mail showing what we do cover and what we do not.  Per our policy, we do not cover tankless water heaters. The claim that you had submitted to us we were not able to cover due to this reason.  Please see Section D. Coverage #6 of the policy.I also see that we did provide you with a one time free service call fee that was placed on your policy as a goodwill gesture to assist you with the service call fee that you had given the technician for this claim.  If you would like to cancel your policy, please refer to Section L. Cancellations of the policy and see that we do charge a $50 administrative fee and then will provide you with a refund of the months that you have remaining.  Since the policy has been in effect for longer than the 30 days after purchase, we are not able to provide you with a full refund.We do hope that you do reconsider and review the policy, we are always willing to assist with questions pertaining to the coverage.Thank you,CHW

Dear [redacted],Please understand based on the pictures that we received, there is confirmation that the unit failed from rust and corrosion. The outcome of this claim stands.  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 policy I do see you have a claim for your Air Conditioning unit.  I also see that you were upset that the technician stated that he had to perform a leak test.  Our policy clearly states that we do not cover leak test Per Section D. COVERAGE4. AIR CONDITIONING/COOLERNOTE: Not exceeding 5 (five) ton capacity and designed for residential use.INCLUDED: Ducted electric central air conditioning ducted electric wall air conditioning. All components and parts, for units below 13 SEER and when We are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except:EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.Also, please note that if your units are under manufacture warranty, which supersedes CHW policy, therefore we would not be able to repair any of the units that are under manufacture warranty.  Please see Section F. LIMITATIONS OF LIABILITY15. We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty.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

Complaint: [redacted]
I am rejecting this response because: I requested a different technician on three different occasions. I knew the technician was not qualified and was unprofessional. Choice Home WRranty failed to secure a licensed technician and therefore they owe me for the mistake of the technician they forced me to use. 
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 it was handled in accordance with the policy section Letter F, Number 19 which states, You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages. It appears that there was a fire as a result of work performed by the technician. You will need to contact the service provider to have this resolved. Another option presented when you spoke with CHW was to contact the Homeowner’s Insurance for coverage. This remains a non-covered claim.   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. Please note, that Choice Home Warranty did not receive a diagnosis for your water heater and in addition, did not authorize the replacement of your water heater. Per our policy, Section Letter C, Number 3 states “…We will not reimburse for services performed without prior approval…” We did receive a paid invoice for the cleaning of the thermocouple. If you would like for us to review this claim, please submit the detailed diagnosis to [email protected].    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 policy that began on 7/21/15, you placed a claim for your Air Conditioning unit on the same day that the policy started. You stated that it stopped working the day before, “before you went to sleep”.  This shows CHW that your unit did not come into the policy in good working order as stated in Section A. Coverage. #3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We will not be able to cover a claim for any units that do not come into the policy in good working order. If you would like a refund on your policy, since it has been opened for less than a few days, we will be happy to provide that to you in a good will gesture.  Please advise us by calling anyone of the supervisors and we will send you out the paperwork to refund you the $80.00 that you have paid to date.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 [redacted].   A review of the claims shows that the claim was handled in accordance with the policy. The diagnosis received for the water heater is that the tank is leaking. Section Letter D, Number 6 of the policy indicates that main, storage and holding tanks are not covered under the policy. The policy is located online and had been sent to you via email and mail when the policy was purchased.     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 policy that started on 4/20/15, we see that you placed a claim for your washing machine on 4/24/15; 4 days after the policy started.  Per CHW’s policy, all units must be in good working order once the policy starts.  Please see, Section A. Coverage # 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We are very sorry for any inconvenience in regards to this claim; our policy is very specific where as we do not cover known or unknown pre-existing conditions.  Since you have cancelled your policy, I would not be able to offer you a refund.  Our cancellation process dictates that you would be responsible for a $50 cancellation fee if you were to stop the policy.  You had only paid $33.75 for the policy therefore, leaving nothing to be refunded.  Also, per our policy you are expected to pay the service provider the service call fee upon diagnosis of the unit.  This money does not go to CHW but to the provider that came to diagnose the unit.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best 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 [redacted], I do see that we had sent out 2 different technicians to your home.  The first technician stated that the unit lacked proper maintenance that the unit was leaking due to rust or corrosion.  Because that technician documented “PM” on the invoice for you; you requested a different technician and CHW did send out a second technician. We received the second diagnosis and it was confirmed that the unit was rusted and leaking Freon from the coils.  This is a lack of proper maintenance as required by the policy.  CHW does require that all units be properly maintained by the specifications of the manufacture.  Having an inspection of the unit does not clearly show if the unit has been maintained properly.  An inspection will show if the unit turns on and off.We did advise you of the following terms of our policy as to why the claim was not covered. Please see below:Section F. Limitations of Liability: 8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.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.Unfortunately, being that you did not pay for the service in advance, you were paying monthly for the service; if you used it or not your payments were monthly.  CHW only gives a pro-rated refund to customers that have paid for the policy in yearly terms.  I do see that Russ did give you a goodwill gesture of the last payment that you had placed.I do apologize for any frustration that this claim has caused and we are very sorry that you chose to cancel with CHW.  We do thank you for your feedback as this is always helpful for our customer service and service providers.Best regards, ate

A review of the claim shows the claim was processed properly. The diagnosis provided by the technician is what was used for CHW to determine the coverage. However, although it is not required that maintenance records be sent, you are invited to send in your routine maintenance records that will show that your unit has had the proper routine maintenance for your claim to be reviewed for a more favorable response.   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,
Phyllis [redacted]

Dear [redacted]Thank you for your feedback, we have reported this issue to our IT department.  We ask that you allow us a week to ensure that the email is removed.  If for any reason you continue to receive the emails, please forward them to [redacted].  If they...

do not stop, they might be coming from a different party and we will investigate.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: There is damages created by either their warrantied item or their service contractor. No where in the sales pitch and/or their service agreement states this is a percentage buy out of items listed. I am requesting a full refund of this mis-reprented coverage and expect the repairs to my property be properly fixed to a satisfactory condition
Regards,
[redacted]

I have purchased a control board from [redacted] and fix my own washer it didn't need any parts other than the control board. The contractor [redacted] was trying to gauge your company by adding parts that I didn't need but in this process I was the one who got screwed. In the contractors estimation he left with me it stated that the washer needed a control board only .Choice claims he told them it need others parts (which it didn't )It’s a shame that I had to buy the parts and repair my own washer and  Iam paying a monthly fee for a   home warrant .I have attached the followingPicture of used control board I purchsed off [redacted] along with my old control I took out of washer Picture of the control bid I won on [redacted]Copy of the estimation repairman left form the Contactor [redacted] Appliance repair

I have giving the receipts from the maintenance done on the watersofter from 2015 because they wanted proof of maintenance on it from previous years. I provided them with them and it was still not good enough. They will only pay for minor fixes. They have proven that. Two garbage disposal and a minor sink leak. I would like to get my money back and carry on with a different company.
Complaint: [redacted]
I am rejecting this response because:
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 failed.  Due to your unit being a “sealed system” the technician who made the diagnosis, could not make the repair as he does not work on “sealed systems.”   We have dispatched Sears to come to your home on June 14, 2017, at no charge.  This was the earliest appointment they had available, however, you have been placed on [redacted] cancellation list, in case a sooner appointment opens up.We do apologize for any inconveniences this may have caused you, therefore please accept a one-time free service call fee for your next claim.  To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm ESTRegards,CHW

[redacted],Although this is normal wear and tear, it is something that is excluded from our policy.  Failures that occur due to rust and corrosion, Section F. Limitations of Liability #1 & #8.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Thank you,CHW