Bass Services, Inc.

Dear [redacted]We do regret your frustration with this claim however we do see that this issue has been resolved.  We show that you have accepted a goodwill gesture in the amount of $100 in a check from CHW.  This check was issued to you on 12/20/16 and will be sent out in 30 days from that date.We thank you for coming to a mutual solution with us and look forward to assisting you on future claims.  We have also documented the feedback in reference to the technician.Thank you again,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 claim for your heating system, it was found that the heat exchanger cracked due to rust.  Per our policy, section F. Limitations of Liability #1 states that CHW does not cover failures due to rust.  It was also explained to us that the policy had only been in effect for 6 weeks, this type of failure could not have happened within 6 weeks of having the policy.  All units must enter the contract in proper working order.This is the only diagnosis that we received and it was confirmed with the technician at the time of your call on 1/13/16.  We also advised you that you could provide us with a second opinion and we would be happy to review, you chose to cancel your policy with us.  Due to you cancelling the policy, we are unable to provide any type of assistance. We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.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 evaporator failed due to rust and corrosion, which caused the system to leak Freon. Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”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 have placed a onetime free service call fee onto your policy; which can be used on your next 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.   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

I am rejecting this response because:
My unit has been properly maintance on today , I faxed your claims department a receive of my maintenance.

Dear Keith [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 it was processed in accordance to the policy. As outlined in section Letter F, Number 1 of the policy known or unknown pre-existing conditions are not covered. It was deemed as preexisting based on the fact that multiple component failures occurred on the effective date of the policy. These things occur over the span of time. However, a goodwill offer of $150 was offered to assist with the repairs and it was declined. At this time the policy is no longer active and you should expect an email and refund. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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. Should the business continue to call after this time I will reopen or send another complaint. Thank you for your assistance. 
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] In reviewing your claim for your Air Conditioning System, we see that the claim was not covered due to the failures of rust and corrosion.  Per our policy stated below, CHW does not cover any failures that are caused by rust or corrosion.  Please see section of the policy:  Section F. Limitations of Liability #1 & #8. States 1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions 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. CHW did offer to provide you with a goodwill gesture due to the fact that you disagree with the outcome and hence the policy.  We offered to provide you with $385 but your policy would then be terminated.  We requested to terminate the policy because we do not want to have customers that disagree with our policy. Please note any unit that has a failure due to rust or corrosion will not be covered under our policy.  This isn’t insinuating that this was your fault; this is stating that this is something that we do not cover. The offer that was provided to you was to assist you since you disagree with our policy. We are very sorry for your frustration with this claim; however we are in compliance with the terms and conditions of our policy. Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because: I believe that the technician that Choice Home Warranty is referring to represents a conflict of interests since he is contracted by them.  I believe that the technician from [redacted] was reporting his honest evaluation of the reason for the failure of the unit when he stated that the leak was 'possibly due to vibration".  If the unit was not maintained properly, why didn't the technician from [redacted] note this when he examined it on the unit and added freon on April 27, 2016?
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 unit was not cooling properly, making noise, and leaking water due to a bad evaporator cover assembly.  In addition to that, the ice-maker and auger motor needed to be replaced.Per our policy, Section Letter D, Number 3, CHW does not cover “…- Ice makers, ice crushers, beverage dispensers and their respective equipment - Water lines and valve to ice maker – Leaks of any kind…” Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance. Please note, you are entitled to a second opinion at your own expense; if you choose to get a second opinion please send the detailed invoice/diagnosis to [email protected] for review.  If the diagnosis is different, we would adjust the claim accordingly. 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, I do see the claim that you have placed on 05/12/15 for your microwave unit. I do see that the technician stated that there are parts that were needed to have the unit fixed but these parts are no longer available.  Per our policy, CHW has the right to offer you funds in lieu of repair. Please see Section F. LIMITATIONS OF LIABILITY16. 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.Since the parts are no longer available, CHW did offer you $66 towards the parts of the unit and then we increased it to $200.00.  You did accept the offer but then stated that you wanted to cancel your policy.  Per our policy, if you are a monthly customer and have not paid upfront for your policy, there would not be a refund.  Per our policy, Section L. Cancellations (below)- CHW states that you agree that if a policy is cancelled you would be given a pro-rated refund of the money that you paid for that contract term.  Also, a fee of $50 would be charged to you to terminate the policy prematurely.  Since you chose to cancel the policy, CHW is not responsible to pay you for this claim.  We are not charging you the administrative fee and are not charging you for the $324.00 of claims that we have paid out for you In the past.Please See Section 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.Also, since you have cancelled, CHW would not be able to refund any amount because the policy itself has been cancelled.  We do apologize for your frustration with this claim; CHW is in compliance with our policy. 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] Upon review of your claim, I did not offer you a reimbursement of what you spent on fixing the unit due to the fact that the unit came into the policy not in working order.  Our policy clearly states that all units must enter the policy in proper wat there was a bad compressor, it also had a line restriction in the Freon line.  Upon entering the policy, we do not do an inspection, we expect our customers’ to have all the units in their home checked before the start date.  If this was done, according to our technicians, this would have been foreseen; therefore it is a pre-existing condition per our policy’s start date.The second claim that you placed for your AC System a few days after the first claim, you stated that the unit would not cool.  The technician that went to your home advised us that the unit had bad windings inside the compressor this was due to a power surge.  We advised you that per our policy, failures due to power surges are not covered and also this failure was caused by a lack of proper routine maintenance, the pictures that were provided to us show dirt and debris stuck in the unit which cause a unit to overheat and over-amp.  This is an internal failure which is not covered per our policy Section F. Limitations of Liability #12.  Also, this failure could not have occurred within the amount of time you had your policy with us. Please see Section A. #3 as well as Section F. #1.I did offer you a full refund of your policy as goodwill gesture because your claims were not going to be covered due to the restrictions of the policy.  I wanted to be able to provide you with a good faith offer since these claims will not be covered and if you chose to keep the policy, you will have to show proof of repair for both.  The release agreement is however the only way that we can provide a full refund without the terms of Section L. Cancellations and this would have provided you with a refund rather than none.  If you were to cancel the policy as of today, your refund would be $49.13, rather than provide you with the pro-rated amount I offered to provide you with a full refund of $585.00 but if you were to accept this agreement, it would be just that; an agreement which we do require a We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Thank you,[redacted]

Your claim was not covered for a lack of proper maintenance, it was stated that the unit had a failed condenser fan motor, dual capacitor and compressor. It was also said that the fan failed first causing compressor failure.  This is a lack of maintenance as well as secondary damage and thirdly, the home being vacant is something that we do not cover.  Please see Sections 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.19. 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.As well as 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 do apologize for any frustration with this claim but we are not able to go against our policy.CHW

Complaint: [redacted]
I am rejecting this response because:The dishwasher I currently own is of much better quality and features. The dishwasher can be repaired and the parts are available in the marketplace.Please replace with available parts the existing dishwasher or replace with a similar dishwasher. Choice Warranty does not call back, they send a email asking for me to call back. When I call them back, they keep transferring my call and I was on hold for 128 minutes and when the agent came online finally, I was informed that I had three options:1) Take the $230 as a settlement for the replacement of the existing dishwasher.2) Send us in writing that you will remove the complaint with Revdex.com for a full refund3) We will replace your dishwasher with a black dishwasher that is worth $140.00I asked them to repair the existing dishwasher with parts that are available, (I called GE and verified). Choice does not want to do it as it costs more than what they want to allocate. When I purchased the warranty, I was told I would receive same appliances and features as the one I have or better. Revdex.com - please call choice warranty and speak with any agent. They will reconfirm what I am saying. If you like I have in recording, three different conversations with they agents promising the same.
Regards,
[redacted]

Dear [redacted] [redacted],CHW is offering the value of the repair for the system per our policy, Section F. #14 which states “ We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost which sometimes maybe less than retail value. To repair or replace any covered system, component or appliance. The cost to repair this unit would have been $468.60, CHW has now offered you $500.  We are willing to increase the amount for you however this is the highest that we are willing to go per the terms.  Our offer is $700 for the claim.  If you would like to accept, please contact us at ###-###-#### and we will authorize the check for you.  Please note that our checks take 30 days for processing.Thank you,CHW

I am rejecting this response because: I never received the so called goodwill check for $250.00. And also have not received my refund for cancellation of my policy. I do not agree that I should have to pay for months of service that I had to cover out of my own pocket and still have to pay the pro rated cost of the plan.   I understand that the $125 cost of plumbing should be deducted but as for the remainder of the $1000.00 I paid in full, should be returned as services not received with the ac unit. Nor the check they promised of the $250.00. Truely the 250.00 is nothing when in reality we are talking about $1000.00.

I am rejecting this response because: I understand and respect your agreement.  When I purchased this protection, it was over a month before the breakdown occurred.  The unit was working at 100%.  There were no problems at all with the dryer.  Normally things break down with time, and this dryer did.  I've never once claimed that this dryer was brand new. As far as yours and my knowledge goes, this machine was operating at 100%.  Common sense can tell you that sometimes things just happen.  This is one of those times.  I called to cancel my contract and they wanted to charge me approximately $200.  I would like either a full refund or my machine fixed.

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]   CHW has provided a full refund of the amount that was paid on July 29, 2016 to the card that is currently on file. Please check with your bank to ensure that you are in receipt of this payment.   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 for anyone in our company being rude to you.  CHW doesn’t condone this behavior and we have advised the VP of Operations about this situation.  We are going to provide you with the refund that we did agree to in the complaint, the amount of $280.00.This amount will be refunded back to the credit card that we have on file.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. Upon review of your claim, I do see that CHW has offered to assist you not only with the offer of $150.00.  We see that you are working with Russ one of our Managers to assist with this claim.  This claim is not a covered claim per our policy, Section F. Limitations of Liability #12 however we are assisting you as a goodwill gesture. We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions.Thank you,CHW