Bass Services, Inc.

,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,

Complaint: [redacted]
I am rejecting this response because:
Thanks for help, they called today and advised they will not approve due to alleged "Power Surge" vs. Age of unit.  I am honestly done trying to work with them, not worth my time.  Thanks for the assistance; they are honestly the worst company I have dealt with in a long time - shame. Anyway, thank you for all your assistance with this matter.  I'm confident companies like this eventually get their due; unfortunate for those that sign up with them in the future.
Regards,
[redacted]

CHW values all customers and your claim has been reviewed. The Customer Relations Manager has reached out to you in an effort to obtain more information and assistance. Please take the time to respond in hopes of bringing this resolution to closure. Regards, CHW

P[redacted], We do regret your frustration with this claim; however you have cancelled your policy with CHW and therefore gave up the right to provide us with a second opinion if you thought our technicians’ diagnosis was incorrect.  If your policy was in good standing order, we would have advised you to send in your second opinion and we would have reviewed it.  CHW had no reason to doubt the technician that came to your home and he did provide us with a diagnosis that stated that the blower housing had dirt and corrosion on it from running off balance rubbing the housing.  The water damage on the sequencer and switches had caused rust.  Also, the lack of proper routine maintenance showed that this unit was in poor shape, the evaporator coil had rusted as well as corroded.  CHW did not cover this claim as it was against our policy in Section F. Limitations of Liability #1 as well as #12.  Section F. 1 states that CHW doesn’t cover failures due to rust or corrosion. Section F. states that CHW does not cover failures due to a lack of proper routine maintenance as required by the manufactures specification. We are not able to overturn your claim nor are we able to refund you what you have paid your technician because the policy has been cancelled. 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 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

I do apologize, this was incorrect and you are correct.  The charge should have been $50 not $150 and we have refunded the extra $100 back to your credit card as of today.  We have explained to the cancellations department that this is incorrect so it doesn't happen to anyone else.Thank...

you very much for showing us this mistake as we will go though all cancellations to ensure accuracy.Respectfully,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. The initial diagnosis that we received on January 11, 2017 stated that your heating system needed a high limit switch, in which we did cover. We received a call from you on January 25, 2017 stating that your heating system was continuously running; we then resent the work order to the technician.
The second diagnosis received January 25, 2017 stated that there was a short in the wire that required wire tracing. Section Letter D, Number 7 of the policy states that we do not cover “…wire tracing…” Due to the primary failure, the short in the wire, it caused the new high limit switch that was recently installed, to melt, making it a secondary failure. Per our policy, Section Letter F, Number 19 of the policy states that we do not cover “…secondary damages…” as well as “technician’s negligence”.
Since you chose to replace the unit rather than have the wire tracing completed or provide CHW with a second opinion, per our policy Section C. #3, CHW would not provide the funds of the new unit since it was replaced without authorization.
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 the claim was handled properly. Section Letter C, Number 3 of the policy indicates that authorization is required to be reimbursed for repairs. When CHW does provide reimbursement, it is done at the CHW rates. Based on the information that was received, you were reimbursed on the CHW rates. The diagnosis that CHW received from the technician that was initially sent was that there was a sediment build up and the water heater needed to be flushed. This isn’t covered as it is considered maintenance. Section Letter D, Number 6 of the policy indicates that this is not covered. When a claim is a non-covered claim, customers are invited to obtain a second opinion at their costs. This information needs to be submitted to the authorization team at CHW, in which an approval will be provided for repair. This wasn’t done. However, in the interest of customer service, CHW did make a decision to provide a payment in the amount of $150, which is comparable to the CHW rates. There is no reimbursement for time missed from work or hotel accommodations that were made. If there are any questions, please call the CHW customer service team 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 do not agree with the release agreement sent to me by Choice Home Warranty. The compressor on the air conditioning unit is a covered part and did not fail due to lack of maintenance. This is an old unit from 1989 and the technician did not say that the unit failed due to an internal failure caused by lack of maintenance. To remedy this situation, Choice Home Warranty should reimburse me $1800 for repair to my ac unit. If they are unwilling to reimburse this cost, I will take a refund for the full amount of the policy which is $430, but I will not sign the release agreement or pay to have it notarized.
Regards,
[redacted]

I am rejecting this response because:
The last technician that came out never told me there was a gasket issue, in fact he said the seal was OK.  We talked about the gasket extensively and again her said the gasket was not an issue; he told me he was going to submit the computer board be replaced.  I thanked him for his diagnosis and he left. The following day I hear from CHW that the issue he reported was a gasket issue.  I called the technician and questioned his submittal and asked him why he did not tell me the gasket was an issue when we talked.  He told me he forgot to tell me about the gasket, which I know is a lie because I have a witness who heard him say the gasket was not an issue. This is why I know now CHW asked him to submit gasket so they will not have to cover the repair.  CHW runs a SCAM and makes their technicians submit issues that the do not cover.  I know what the technician originally told me and I have a witness that heard him.  But to keep CHW as a provider he changes his story the the consumer is the one that suffers..again.  
Regards,
[redacted]

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

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted] Upon review of your claim we 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].   A review of the claims that you have placed show that the claims have been processed in accordance with the terms of the policy. The claim for the garage door opener was placed on 7/26/16 and was initially closed as a non-covered claim. When the claim was initially placed it was noted that the garage door was not responding to the remote. Section Letter D, Number 15 of the policy states that remotes are not covered. The claim was then modified to indicate that the garage door was not opening or closing. On 8/28/16 a claim was placed for the air conditioning unit making noise and not cooling. A technician was dispatched, however, based on the diagnosis that was received from the technician the claim was not covered. The issue was that the evaporator motor seized and the condenser coil was dirty. The outdoor unit was dirty which will cause the entire system to overwork and put a strain on all electrical and mechanical components of the unit. This is indicated in the policy section Letter F, Number 12 which CHW is not responsible for repairs related to lack of proper routine maintenance.   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 evaporator and condenser coil were clogged and the finds were bent.  These are all results from a lack of proper routine maintenance.  The lack of proper maintenance to these parts caused the condensing fan motor and capacitor to fail.  Per our policy, Section Letter F, Number 8, CHW is not responsible for “repairs due to failure to clean or maintain as specified by the equipment manufacturer.”Please also refer to Section Letter F, Number 19, where it states that CHW is not liable for “…secondary damages…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, which you disagreed with as you stated that you had your system maintained. We advised you to send in your proper routine maintenance records for review.  In addition to that, we offered you funds in the amount of $175 to assist you on your non-covered claim; you accepted these funds.  Please note, your check was mailed out May 23, 2017.We received an email from your technician only giving us dates of when the system was serviced, however, we did not receive the detailed maintenance report.  Please submit the detailed maintenance records to [email protected] for review.  After the review, if any changes need to be done 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. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that there was a leak at the condenser service valve and a leak at the evaporator coil.  Rust and corrosion contributed to the evaporator coil leaking.  Per our policy, Section Letter F., Number 8, CHW is not liable for repair of conditions caused by “…rust or corrosion…”The condenser service valve, unfortunately, is no longer available.  Per our policy, Section Letter F, Number 9, “…If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair…” Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, as well as offered you funds in the amount of $150.  You accepted these funds.  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: That is the wrong claim. I am referring to claim number [redacted] for a refrigerator not working in Florida. The icemaker not working claim was for my house in Connecticut. Two totally different claims.
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 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

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/user-agreement/. 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 bearing, rear tub, and inner basket failed and needed to be replaced. Choice Home Warranty determined that in order to provide long term solution to future potential issues with the system, the best course of action would be to provide you with funds towards a new unit.  Our Sr. Claims Specialist advised you about the outcome of the claim, our policy, and offered you $400.00 towards a new unit.  You accepted these funds as of 2/21/2018.  Please allow 30 days for processing.  Please be advised that our policy states in 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 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

[redacted]We do see that you have been working with one of our Managers that has agreed to assist you with a full refund of the policy, providing you sign a release agreement.This will not have any deductions taken out, once we receive the document we will process a full refund of the full amount back onto the credit card that you used to purchase this policy.We look forward to assisting you with your refund.Thank you,CHW