Bass Services, Inc.

Dear Ms. [redacted], Our records show that you have spoken with our Customer Advocate and have resolved this issue.  Please advise us if this is not resolved and we will review it further. 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 [redacted]   Please accept the apologies of CHW if you haven’t received a copy of your policy. The link is included above. You may also view it online and records indicate it was sent upon purchase of the policy, in April also and another copy has been mailed on yesterday. The advertising that the age of the appliance doesn’t matter is accurate. A review of your claim shows that the diagnosis of the water heater indicates that there is internal leaking from the bottom of the unit. Section Letter D, Number 6 of the policy indicates that main, storage or holding tanks are not covered. Records indicate that you will have a second opinion done at your expense and your technician will submit the diagnosis to CHW. Your claim will then be reviewed again. Please call the CHW customer service team if you have any questions 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 [redacted] Upon review of your claim that you placed o 10/8/15, we see that the air conditioning system was not a covered claim due to a lack of proper routine maintenance. We received photos from the technician showing that the unit had a dirty blower motor which caused the unit to fail. Per our policy, Section F. Limitations of Liability #12 states that CHW does not cover failures that are cause by a lack of proper routine maintenance as specified by the manufacture.We received what you stated to be your maintenance records however they were not maintenance records, they were records of repairs. The difference with a repair and maintenance is that a record of a repair is when something breaks and the customer has to contact the technician but a record of maintenance would be a check list of things that the technician does to a unit to properly maintain the levels, cleanliness; overall preventive actions for failure.On 10/20/15, we did offer to assist you with a goodwill gesture of $150 towards the repair or replacement of the unit but we were declined in our offer.  Instead of accepting our goodwill gesture you chose to cancel the policy with us.  We agreed to the cancellation and the policy was cancelled.On 10/26/15, you contacted us to dispute the outcome of the claim again and at that point, we advised you that the claim would remain not covered and there would not be anything we could do since you cancelled the policy.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

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:  there seems to be some confusion about my case. Please honor my contract with your company CHW.Regards,
[redacted]

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]

Complaint: [redacted]
I am rejecting this response because I have made my case and you don't dispute what I had to say. Your response is the same as the last message and it is still unacceptable.
Regards,
[redacted]

[redacted] We have requested our Sr .Manager to review this claim for you and will contact you as soon as possible.  Thank you, CHW

Dear [redacted],We regret to hear your frustration and apologize for any inconveniences this may have caused you.  Please be advised that a check# 456244 in the amount of $225.00 was mailed out 1/9/18; please allow 7-10 business days for delivery via USPS.We do regret your frustration,...

however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

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

[redacted], If a leak detection test was done on your unit, then the Freon is taken out and since it was a non-covered claim, you would be responsible for the Freon to be replaced. However, CHW will provide you with a goodwill gesture as you stated to cancel the policy. We will send you the release agreement to provide you with the amount of $562.00 that the technician charged you for the Freon.  Again, this is not something that would be covered per the terms of the policy since the leak detection test was done, the Freon must be taken out in order to check for leaks. We will provide you with a release agreement for you to sign and upon return of that agreement a check will be issued to you and your policy will be cancelled. Thank you, CHW

Dear [redacted] We regret to hear your wishes to cancel your policy with Choice Home Warranty.  In review of our policy, you are not entitled to a refund.  Please Section Letter L of Cancellations in our policy: This 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. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy. If you have any further questions or concerns, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM EST. 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 records it appears that CHW has offered to assist you in providing $700 to assist with the repairs. There is an established legal agreement that outlines the terms of 30 business days, however it was offered to make an attempt to expedite this to you. CHW will not refund monies that were not paid directly to them and paid to the contractors, as such, the offer of $700 is still available should you remain interested in having this sent to you. You may call the CHW team directly at 1-888-531-5403.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Your account is canceled and there were no funds as the charges were disputed. Please check with your bank for the funds. Regards, CHWe...

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

CHW has tried to have the technician’s that have come out to your home fix the unit as you had requested.  The boards that they have installed did not work properly and would not fix the unit that you currently have.  We did advise you that if the unit did not work properly after the new board was in place, that CHW would not be responsible for the repairs.  As a good faith effort to assist you with this unit, CHW offered to provide you with funds in lieu of the repair of the unit. Please see Section F. Limitations of Liability # 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.CHW has assisted you on previous claims and we do look forward to assisting you on future claims as well.  We are following the guidelines of our policy as stated.  CHW is in full compliance of 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/. We regret to hear your frustration.  Please be advised that the best times to reach us would be at the time we open the business at 8am EST. Upon your request, we have increased your buyout amount from $299.99 to $400.00.  Please allow 30 days for the funds to process before the check is mailed out. Regards,CHW

Dear [redacted],In reviewing the policy, we did send you the funds to go towards a new unit due to the fact that we do not cover the actual tanks.  We were advised that the unit was cycling on and off repeatedly, the inducer motor would cycle on and off.  There was an airflow restriction in the unit that caused the unit to short cycle.  With a dirty flame sensor, air intake and or flue this will cause the unit to trap heat and cycle off and of safety.  This is not a covered claim but we are happy that we were able to provide you with the goodwill gesture of the $550.As per your request, your policy has been cancelled.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 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

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 for your refrigerator claim, it stated that the compressor was not cooling due to the system being out of Freon.  Your refrigerator being out of Freon indicates that there is a leak in the system.  Per our policy, Section Letter D, Number 3, CHW does not cover “…Leaks of any kind…”Based on the diagnosis that we received for your air conditioning claim, it stated that blower motor failed and needed to be replaced.  CHW covered this claim.   We received a call from you stating that the system still was not working and that the technician had been back out to your home.  Based on the second diagnosis we received, it stated that the system was empty on Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you did not agree and in turn, requested to cancel your policy. Per your request, CHW has cancelled your policy as of May 30, 2017.  Please note, that you are not entitled to a refund, per our policy Section Letter L of Cancellations:This 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.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW