Bass Services, Inc.

[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

Thank you for resolving this matter with our Manager Jose, he has advised me that this claim is resolved to a mutual agreement with your son.  Kindly close out the complaint as we have a mutual agreement in place.Thank you,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]We are not able to transfer the policy because it is currently at a commercial property which is excluded from our policy and now that CHW is aware, we would have to cancel the policy.  In doing so, we are not able to refund you any amount per the policy’s terms and conditions stated below in section L. Cancellations.  You paid $1125 for the policy and we have already paid out $1123 in authorized claims without knowledge that this was a commercial property. Please see below A. COVERAGE #3 that we do not cover commercial properties, please see below: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.Please see below for section of the policy that states if cancelled: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.Please feel free to contact us with any questions or concerns.We do regret your frustration however; CHW is in full compliance with our policy.Best regards,CHW

rOur 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 AC claim, we do see that the technician reported to us in his diagnosis that the failure to the unit was due to rust.  Per our policy Section F. Limitations of Liability #1 states that CHW will not cover the cost of repair for units that fail due to rust or corrosion.  We apologize for your frustration for this claim that was filed on 5/6/15.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. 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

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 heating claim, I do see that we dispatched a technician to your home on 1/8/16 that you had called and stated was rude, we do apologize for this and thank you for advising us.  We have reported him to the Territory Manager who will take the necessary actions towards the technician.We do see that we were able to dispatch a technician again to you on 1/9/16 that did come to your home and we did approve the claim.We are very happy to be of assistance and look forward to helping with your future home needs. We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best 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 upon receipt of a full refund as offered by Choice Home Warranty.  Until the refund is in my possession, my complaint is unresolved.  Thank you!!
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 .  We do apologize if there was anyone in our company that was rude to you in any way.  I will report this information to the VP of Operations and have the calls that were in the system listened to and the person or persons that were rude will be reprimanded.I do see that you were provided a credit to both of your policies and they are both cancelled.  An email did go out to your email on 9/21/15 advising you that your policies were no longer in effect.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 claims shows that the claim was handled properly. CHW was able to make the decision on the outcome of the claim based on the photos that were received. The photos showed that the unit was full of dust and debris. This is something that will cause flame roll when the unit is not properly maintained and cleaned regularly and will also block the combustion. 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”.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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

Complaint: [redacted]
I am rejecting this response because: The policy is supposed to cover electrics systems and electricity runs through wires so if my outlets do not work, how else is an electrician supposed to identify the problem without troubleshooting the wires? What else is there to check besides wires? Additionally, how can the plan cover repairs of the electrician cannot identify the problem? Now I'm left with having paid almost $500 for "coverage" that doesn't cover anything and now I have to pay $75 per hour out of my own pocket so the electrician can identify the problem. This is completely absurd and unacceptable. Your call center staff was INCREDIBLY rude to me, your customer, who is the reason you all even have jobs. If not for us, the consumer, you wouldn't be in business. I want this paid for or I want a full refund if my policy premium.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I received an automated call to call the warranty company(they [redacted]t call you in person, they used automated to make you call them back then wait on hold, normal hold time is 30 minutes average once you call them back as you go into a queue with other callers instead of just having a live person talk to you, horrible practice).  I finally talked to a representative, who informed me the pool would not be covered due to faulty wires. I informed her that the tech said it was the pool pump and not wires. She explained she was just reading what was in system and she was sorry she could not help. I asked for her to call the tech personally and ask as he had told me he already had the part ready to install but was just waiting for approval with CHOICE.  She told me she would call and get back with me.  So I get another automated call to call them back, do and put on hold for 42 minutes.  She told me that she had put in a call to tech and had moved the issue up to a manager. I should hear something shortly.  You can guess what happened next, automated call to call them back :) 38 minutes later, a woman called to tell me the claim was approved(thank God) and to call tech to get work completed. Tech showed up, said company wrote down faulty wiring, not faulty WINDING from the pump. He had told them it was the pump.    Long story short, if I would not have kept calling in,they would have said sorry, claim denied and I would have been outta luck.  The practice of not talking to live people to get things fixed is crazy! I was on the phone a total of 4 hours to get a resolution the tech had already told me he had [redacted]e.    As far as the washer claim goes, tech came out and the computer was not working right on it.  The washer stopped mid cycle so the door would not open.  They denied my claim saying the door lock broke.  All the new washers run on a computer, there is no lock to break, the computer controls it. After I found out the claim had been denied, I call the manufacture.  They told me to turn the water off to the washer and the door would open.  Sure enough it did.  The tech should have know this and they refused to let me have another tech look at it as they already denied claim.  It is like pulling teeth to get anything [redacted]e. As a consumer, I just want to have knowledgeable people help in a timely manner. 
Regards,
[redacted]

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]

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. You reached out to us and stated that your septic system was backing up in your yard and you had already contacted a plumber and had the work repaired already.  Per our policy, Section Letter E, Number 2, it states that we only cover the backing up into home. Please note, that CHW did not approve this repair.  Per our policy, Section Letter C, Number 4, it states “We will not reimburse for services performed without prior approval.”Our Sr. Claims Specialist advised you the outcome of the claim, in which you were not satisfied.  As we strive to provide the best customer experience, we offered a goodwill gesture in the amount of $120 for assistance, in which you were satisfied and accepted.You advised us that you were going to have the entire system replaced. We advised you to submit an invoice of purchase so we can have documentation of your new in our system and would be able to possibly cover claims in the future. Please understand that this claim was a non-covered claim and the funds offered to you were given as a goodwill gesture.  Choice Home Warranty did not authorize the purchase of a new septic system.  Once again, please see our policy Section C, Number 4 that is quoted above.  You spoke with our Customer Solutions Specialist and requested to cancel your policy.At this time we are unable to move forward as per your request, this policy has been cancelled.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 your policy, we do see that you did not want CHW to send out a technician unless we would provide you with a new unit.  CHW cannot guarantee that the unit would be fixed or replaced without diagnosis of the unit.  We also see that you placed a claim stating that the date that the unit failed was before the start date of the policy and then you chose to cancel the policy with us.Per our policy, Section A. Coverage #3 states that all units must be in proper working order on the start date of the policy.  We do not cover failures that are pre-existing to the start date.We do see that per the policy, Section L. Cancellations that you have received a pro-rated refund. We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Regards,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

Complaint: [redacted]
I am rejecting this response because:I was never mailed any documents explaining policies after I switched to Choice Home Warranty in 2016. I was never told on the NUMEROUS phone calls to Choice Home Warranty on this issue that the plumber I had to pay for out of my pocket would need to be pre approved by them in order to be reimbursed for the repair their incompetent contractors failed to diagnose and repair according to my policy. There is a reason this company had to pay out a judgement of over 700k in a class action suit. They are deceptive and poorly managed.
Regards,
[redacted]

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]

Dear [redacted]We regret to hear your frustration. Based on our records, your previous Air Conditioner claim was not covered.  Nonetheless, your current Air Conditioner claim has been reassigned to [redacted]  Please contact them at ###-###-#### to...

schedule an appointment.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 it appears that your claim was processed in accordance to the policy section Letter F, Number 15 which states 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. There were previous claims that weren’t covered under this policy as well related to the air conditioning unit. However, a goodwill gesture payment of $300 was authorized to assist with the costs of repair and was accepted.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW