Bass Services, Inc.

The claim was processed according to the terms of the policy as outlined in section Letter F, Number 12. CHW doesn't offer repairs related to lack of maintenance. It is suggested also that there may be a manufacturer's warranty that can assist you with the repairs. Regards, CHW

We are pleased that we have reached a mutual agreement with you regarding the claim and the coverage. We look forward to hearing from you.  Regards, CHW

Complaint: [redacted]
I am rejecting this response because:
I had two different technicians come here to look at the unit. They both agreed my unit had in fact been properly maintained. They both have spoken to choice home warranty explaining that. The unit is almost 17 years old, and both explained that it is in fact a wear and tear issue. Both technicians disagree at all levels of choice home warrantys decision. [redacted] home insurance also disagrees with choices decision. They also agreed the unit failed because of age, and normal wear and tear. Choice is wrong in their decision. After reading many complaints on choice I have learned that they almost always refuse to fix any air conditioning products. I feel choice has scammed me on every level. And would like my last two years of payments to them refunded, or my ac fixed at their cost.
Regards,
Briea [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. Upon review of your claim we do see that the unit was being used while it was partially filling with water, this caused the motor to overheat and develop a failure.  Due to the fact that one part of the unit created another to fail is considered secondary damages.  Per our policy, Section F. #19, we do not cover failures that are caused by secondary failures.If you disagree with the outcome, we ask that you provide us with a second opinion.  You can have a technician contact our inside technician’s at ###-###-####, option 5 then option 1.  Once you provide the second opinion, your claim will be re-evaluated. 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]   Upon review of the claims it appears that there hasn’t been a diagnosis submitted for either of the units. The air conditioning system claim needs to have a leak detection test needed to isolate the area where the leak is. Once this done, the results, including the pictures need to be submitted to CHW to make a claim determination. The leak detection tests is not an expense that is covered by CHW as outlined in section Letter D, Number 4. The claim for the furnace hasn’t received a diagnosis to date as the technician hasn’t submitted one to CHW. That claim remains in appointment status. If you have any questions related to the claims please call the customer service team directly at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Complaint: [redacted]I am rejecting this response because: I acquired this home in June 2015 through inheritance. Upon reviewing household bills required to upkeep home, I purchased this home warranty policy. As with any new or used home purchase, it is smart to acquire protection of items not covered by Home Owners policy. The first claim opened was for thermostat of my AIR CONDITIONER in August of 2015. The technician checked outside and inside pieces of the unit and stated the unit was fine. The technician reported his diagnosis and determined the thermostat was old and needed to be replaced. Choice has the documentation for the service call. As for this particular clam, I have a receipt that describes a malfunctioning compressor unit and the technician stated it was NOT from maintenance neglect. [redacted] is an accredited Revdex.com company and stand by their work. I asked the technician what the maintenance issues were that caused a rejection of my claim and there were non. The unit almost 20 years old so if there was no maintenance done on the unit, it would not have lasted this long. How can I produce maintenence records when I just acquired the home. Theyes have records of my service in August 2015 and that is all I have. I shouldn't have to pay for the air compressor going out. A
Regards,
[redacted]

Per our conversation you have agreed to the refund that CHW has offered you.  The refund was for all 12 policies that you had with the cancellation fee that is required per our policy.  We have already placed the credit to your policy in the amount of $9156.00 that you should see if 3-5...

days depending on the bank or credit card that you used.  For your records, our policy states exactly what we said and did: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. Thank you for resolving this matter with us.Respectfully,CHW Consumer Advocate

Dear [redacted],We do apologize for all of the trouble; we have reached out to our Territory Managers to have the tech contact you. We do agree that this was postponed in error and that is why we have offered you a onetime free service call fee for the inconvenience.  The part has been ordered and we urge you to contact the technician to find out when it is or if it has arrived and schedule a date.Thank you,CHW

Dear [redacted],Per your conversation with our Customer Advocate Tracy today, we do see that you had requested to cancel the policy with us. Per your request, CHW has followed your instructions and has cancelled the policy.  We are aware that you declined the goodwill gesture and you are upset with the advertisements that CHW has. We have documented your concerns and thank you for your feedback.  We do regret your frustration however, CHW is in full compliance with our terms and conditions of our policy as you did agree today with Tracy, our policy exclusion is stated that this claim is not covered.Thank you,CHW

Dear [redacted],We understand your urgency.  As stated previously, CHW nor the technician have control on when the parts ship out.  The technician can obtain a tracking number, only when the part has been mailed out.  You may contact the technician ** [redacted] at ###-###-#### for updates.Regards,CHW

The company replaced my value. My air conditional is working...

Dear [redacted],
Our policy just as any other policy has exclusions; we post our policy on our website for anyone to view. We also provide you with 30 days prior to the start date to review the terms and conditions before the policy starts to ensure that you understand the policy and accept it. Within this time you are to make sure that all units in the home are in proper working order.
Our policy does state that we do not cover wire tracing, it is not something that CHW will cover per the agreement.
We have all calls recorded and we will review the calls you have had with all of our staff. If there is any rude behavior, we will report the reps to our VP of Operations.
CHW’s policy states in Section Letter L. Cancellations that we will provide a pro-rated refund to you for the remaining months left of the policy, minus a $50 administrative fee and we deduct for any claims paid. This would leave you with no refund; however CHW is willing to provide you with a refund of the amount that was paid $440.00 minus the amount that we have paid $310.00 to provide a refund as a goodwill of $130.00.
If you accept this offer, please contact us and we will proceed to provide you with the necessary paperwork.
Regards,
CHW

Complaint: [redacted]
I am rejecting this response because:
You have false advertising.. Our unit was not out of compliance.. There is a difference in being out of compliance and being old.. Our unit was 16 years old, with a unit of that age there should be no expectation of typical wear and tear.. Our unit was in fantastic shape for the age, this is per the e pert that YOUR company sent to us!! YOUR COMPANY IS A JOKE AND SIMPLY OUT TO MAKE MONEY AND NOT MAKE REPAIRS!!
Regards,
[redacted]

Dear [redacted],
Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. ...

Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted].
Upon review of your claim, we do see that you placed a claim for your AC system and that we did not cover the claim due to a lack of proper routine maintenance. The unit had a failed compressor that was caused from excess overheating. Our inside technicians stated that this unit failed proper routine maintenance when provided the information that the outside technician provided.
CHW does cover the compressor however the failure is something that we do not cover per our policy. Please see section F. Limitations of Liability #12.
If you feel that this is incorrect, you can send routine maintenance records to our authorization team at [redacted] and they will review.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously....

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted] Upon review of your claim we do see that the claim that you placed was for a plumbing issue.  The technician went to your home and stated it was an issue with the kitchen faucet was broken.  Per our policy CHW does not cover faucets, please see Section D. Coverage #8. He stated that he did install an angle stop and supply line as well for the half bath.CHW did cover the angle stop and supply line but we are not able to cover the faucet issue that you had due to the restriction in our policy.  CHW will send a technician to a customers home upon entering the claim due to the fact that we are not technician’s and the issue might be something different.  Upon the arrival of the technician, our policy states that you will pay your service call fee.  A service call fee is due to any technician that comes to the home if the claim is covered or not.  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].   Our records indicate that after speaking with the team you have accepted the offer that was extended. In accordance to the policy, section Letter F, Number 16, We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance. We will be happy to check for a replacement unit for you. However, in accordance with the policy, section Letter F, Number 9, 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. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]Please provide us with the statement that shows that CHW has the funds, our billing department stated that they are still in dispute.  We do not have the money, the bank holds the money until the dispute is over.Please fax this information to ###-###-####.Thank you,Choice Home Warranty

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 request has been made for the cancellation department to reach out to you to resolve the issue with the request to cancel your policy. CHW values all customers and apologizes if you received rude treatment. This matter should be resolved shortly.   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 our web site at [redacted] Upon review of your policy, we show that you had tried to place a claim with us prior to your policy start date.  CHW does require a proof of repair before placing a second claim however we did not require you to do this, we did allow a technician to provide us with the diagnosis and per the diagnosis it was stated that the unit had a grounded compressor.  There was a common terminal on compressor that was shorting to ground and tripping the breaker. Per our inside technicians there are many ways that this can happen, there could have been an improper previous repair, there could have been a system blow out due to a power outage or the system could have lacked proper routine maintenance.  All of those failures are not covered per our policy. If you feel that the system did have the proper routine maintenance and not just repairs when needed, please send your maintenance records to [email protected] and we will review the records to ensure that they do meet the ACCA required maintenance. In regards to anyone being rude to you, we do apologize, CHW does not condone this type of behavior and we will review the call that took place. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.   Regards, CHW

,We do apologize that you had this issue and are upset with the policy that CHW has.  We would like to offer you a full refund of your policy and apologize that you are unhappy with the policy.  Please let me know if you would like a full refund and I will send you the proper...

paperwork.Respectfully,