Bass Services, Inc.

[redacted]Your policy begins 30 days after you purchase it due to the fact that we expect all units to be in proper working order the date the policy begins.  This claim was not covered due to the fact that the failure was pre-existing to the start date of the policy. We apologize for any frustration but this is not a covered claim.  Thank you,CHW

Dear [redacted],The checks do take 30 business days from the date that it was authorized.  Also, if the policy has been cancelled it will automatically stop the check from dispensing.  I have requested that your policy be cancelled and that they will force the check through. You will still receive the check in 30 business days from the date it was authorized.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, we do see that you have been with CHW since 2014 and CHW has assisted you in claims totaling $1352.58.  CHW’s policy does show that this current claim that you placed would not be covered per Section F. #19, we do not cover secondary damages however as a goodwill gesture, we would like to assist you with funds in the amount of $150.00 to go towards the units repair or replacement.  We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy. Regards, CHW

Dear Ms. [redacted]We do understand your frustration and we are awaiting conformation that the part has been received. Once this has been confirmed a refund in the amount of $360.94 will go back onto your credit card.Please feel free to contact us and receive an update.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:After several letters to your claims dept., I have become frustrated with different request. This request was the [redacted]t of three that I have responded to , including the pictures of the unit that was replaced and the serial numbers of that unit. Again, I have submitted several letters supporting my claim, but your standard answer was that your "policy" does not allow you to reimburse any thing that was not "pre-approved" but again not considering the situation that I have to act on because YOU COULD NOT GET A CONTRACTOR TO CALL BECAUSE EVERYBODY WAS BUSY. Do you want us to suffer the heat that can affect our health?. I told you that we are seniors and we can tolerate excessiver heat. That is the Reason why we have to act when your company can't find help for us. I am attaching copies of two letters on two different dates. This happened in June , by the way, and you sare still asking for details that I have provided you. 
 [redacted]

Complaint: [redacted]
I am rejecting this response because:During the course of the phone call placed to the stellar customer service supervisor, I had stated that I felt that the unit was initially working when turned on. The unit was turned on and I left it to run during my 10hr work shift. Upon my return, it was discovered that the unit in question was not operating properly. My argument with the representative was that to the best of my knowledge it was working when initially turned on, but appears to have stopped working properly during my time away. It was further explained that due to the way their page was designed, I could not explain what was going on and did not clearly know how to answer the question. Unfortunately this could have all been avoided had I simply called a representative to explain what had gone on since their form does not allow for anything other than a date that the appliance was last working. However, even when calling in, the customer is placed on hold for horrendous wait times (32 minutes for their service agreement department before hanging up is ridiculous), hung up/disconnected numerous times, or simply given an attitude. Aside from my issue with their coverage, their customer service is absolutely terrible.
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]   A review of the claim shows that CHW did process the claim properly. It is unfortunate that you experienced this issue with the technician that was dispatched. Section Letter F, Number 19 of the policy states, “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”. At this time, you no longer have an active policy with CHW. There is nothing that can be done to assist you. CHW hires licensed technicians, however, I will send the information directly to the Vendor Relations team to address.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

I am rejecting Choice Home Warranty's response because they are indicating that the crack in my iron cast stack was a result of freezing and/or improper installation. Once again, the authorized professional plumber that Choice Home Warranty sent to my home had already indicated to me as well as the representative that he spoke to through Choice Home Warranty that the crack was due to normal wear and tear. The pictures that the plumber had taken and sent to the company also depicted installation.I still want a response in regards to Choice Home Warranty sending me verification/documentation that I still have the allotted $500.00.It is truly unfortunate that I already paid the $375.00 for the year to have Choice as my Home Warranty. I will be taking my business elsewhere, once my contract ends.

[redacted] J [redacted], Thank you for the feedback, we have advised our IT department about the issue and hope to resolve this quickly for you.We do regret any frustration that this has caused. Thank you,CHW

Dear [redacted]CHW has provided you with the amount of $180.00 that you accepted on 8/11/15 and that we did mail out to you for the unit.  Once we provided you the amount and you had accepted, you contacted us back and requested more funds.  We do understand your frustration however, your policy has been cancelled and we cannot provide funds for a policy that is no longer in effect.  On 10/5/15, you requested for CHW to provide you with more money and if we were not able to do so then you advised you wanted to cancel.  We explained to you that per our policy Section F. Limitations of Liability #16 states 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 is following our policy, we do regret your frustration however we are in full compliance with the terms and conditions of the 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 [redacted] Upon review of your claim, we do see that the unit was not covered due to a lack of proper routine maintenance. We did receive an email that you had requested for CHW to stop charging you, and to cancel the policy.  We are going to do so and you will receive the refund of one month back onto the credit card that you had on file.  However, in regards to the claim, we are not able to provide the coverage due to outcome of the claim. 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:
No confirmation received from you. Did you notify the technician? I never heard back from the technician that you approved nor did I get a email with the work order. 
Regards,
[redacted]

Dear [redacted] Our records indicate that your refund was credited back onto your credit card that we had on file, on 10/9/17 at 7:14pm.  Please allow 7-10 business days for the funds to be available in your account.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
Obviously my "Last used " date was my error!!!  October 2016 was the last maintenance date.  The AC was in use all of March and April and up until I put in the claim in May.  The unit is 21 years old and that is why it froze up--nothing else.
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]   A review of your policy shows that the claim was handled according to the policy. The diagnosis that was received from CHW was that there were multiple failures that were a result of severe rust and corrosion. Section Letter F, Numbers 1 and 8 of the policy indicate that CHW is not responsible for repairs related to rust and corrosion. As a goodwill gesture, CHW did offer to provide you with a goodwill gesture of $200 to assist with the non-covered repairs and it was declined. This offer is still available to assist with the claim, however, the claim is not covered. If you have any questions, please call the CHW 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/useragreement. In review of the water heater claim, the check in the amount of $425 was processed and has been confirmed with our Billing Director that the check will be mailed out no later than June 6, 2017.A review of the air conditioning claim shows that it was processed according to the policy.  This was a covered claim.  Based on the diagnosis that we received, it stated that the compressor failed and needed to be replaced.Our Sr. Claims Specialist advised you about the outcome of the claim in which we stated that we would cover the cost for a new compressor in the amount of $300 and the labor in the amount of $250.  Please note that based on the recommendation of the technician, the entire system needs to be replaced.  We advised you that you could purchase a system at a discounted rate through CHW, which would be $1,350 – please note the cost a new system outside of CHW discount is well over $3,000.  In addition to that, $2,000 for the technician to install.  Please understand that diagnosis stated that the compressor was the failure, therefore, CHW has offered you funds in the amount of $550 (the cost of part and labor).  The outcome of this claim stands. To accept these funds, kindly contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.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 claim for your AC unit that you placed on 5/13/15; you stated that this was the first time in the season that you had turned on the unit and it would not blow out cold air.  Our records show that the unit had rust, was out of Freon and the compressor stopped working.  This is a non-covered claim due to the fact that our customers are responsible for the maintenance of their units.  If you had had the unit properly maintained, upon a routine maintenance check, these things would have been caught.  Also, the leak that the unit had was caused by rust or corrosion.  Per our policy, CHW does not cover any item that fails due to rust or corrosion.Please see Section F.  Section F.  LIMITATIONS OF LIABILITY1. 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.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. We do appreciate your feedback as it will help us improve our company to benefit our customers.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. Upon review of your policy which started on 6/1/15, we see that you have placed several claims for the AC system; one of them was placed 7 days after the policy began.  CHW did provide you with a goodwill gesture to have the unit repaired even though this would have been a non-covered claim due to pre-existing issues.  Per our policy, Section A. Coverage #3 states that all units must enter into the policy in working order.  The last claim that you had placed was for the AC system one year later on 6/14/16, stated that the unit was not cooling properly again.  CHW did dispatch a technician to your home and it was advised to us that the unit had a failure with the condenser and it was not installed properly.  The second claim that you placed was on 2/18/17, you stated that the unit was not cooling properly. Once the technician completed a leak detection test it was explained to CHW that all the Freon leaked out of the unit which was caused by an area that was rusted. Per our policy, any failures that are caused by rust or corrosion would not be covered.  Please see section F. #1 as well as #8.As a goodwill gesture, CHW did offer to assist you with funds in the amount of $300.00 to go towards this claim however you advised us that you wanted to ‘think about it”.  Once  you have your decision, please contact us at ###-###-####.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

The claim was not covered due to age. The advertisement is correct. There are no limitations on the age. The claim was not covered in accordance with the policy section Letter F, Numbers 1 and 8 in which rust and corrosion aren’t covered. The rust and corrosion was visible and would not be covered. CHW can provide you with a free service call fee for the hassles that you have endured, however, the claim has been handled accordingly.   Regards, CHW

[redacted],We do regret the frustration that this has caused you and have requested this be stopped by out IT department.  We have reported the issue with our IT department and will have all emails and calls to you be stopped. Respectfully,CHW