Bass Services, Inc.

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 do regret if anyone in our company was rude to you in any way. CHW does not condone that behavior. We do see however that one of our Senior Managers did offer to assist you with this claim however you choose not to and chose to cancel the policy. CHW will investigate the CHW rep that was rude to you with our Quality Control Department Manager.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Complaint: [redacted]
I am rejecting this response because: contractor lied to me from the very beginning about leaking Freon in line would burn up thermostat.  other ac people I spoke to said he s crazy and crook other said thatto go check for leaks when he said its the thermostat over the phone the day before, sounds like he was up to good and that warranty co was probably in on it too because when I call  baqck kto choice about fan still not shutting off, which was the orginal problem they ask me if I had someone to check for leak in Freon line?  other ac guys said that has nothing to do with fan not turning off,  warranty co using that made up story by contractor to get out of paying for anything. and other contractors said that's why they want use home warranty co s
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. Upon review of your policy, we do see that the purchase date was 1/2/17 and the start date was 2/7/17.  Within this time, customers are to have reviewed their policy and understand the terms and conditions and if they do not agree before the policy begins, then they are entitled to a full refund however once the policy begins, it is understood that the customer has reviewed the guidelines. You placed a claim on 2/22/17 for your microwave which you stated had stopped working.  CHW did not cover this claim because we advise all of our customers that all units that are entering the policy must be in proper working order on the start date.  This is stated in Section A. Coverage #3, had you had this unit properly checked before the start date of the policy, it would not have failed shortly after the policy started.  This is considered by our policy to be a pre-existing issue since the unit had failed and was not in proper working order for the start date.We do regret your frustration however CHW is in full compliance with the terms and conditions of the policy.Regards,CHW

Dear [redacted],CHW advised you to provide us with a second opinion and we advised you NOT to have any work completed without prior approval.  We received an email from you with an invoice that stated "PAID IN FULL" this was for an amount that exceeds our CAP for the policy.CHW has offered to provide you with a CAP amount per the terms of our policy as a goodwill gesture in the amount of $1500 however since you disagree with the terms and conditions of the policy, we would then cancel the policy.We have sent you an agreement that would have to be signed in order for this reimbursement to occur.  Once we receive the agreement you will be provided with the check. We do hope that we can come to a mutual resolution for this claim by providing the max amount per the policy.Thank you,CHW

The claim was partially covered. However, if an Expansion Tank fails or is leaking, it will cause the system to become air bound. This will cause poor circulation of the heat in the home and will fill boiler lines with air. The Circulation Pump will run with air in the lines, causing it to overheat, working harder and finally failing. As a result, this is not covered, as it is secondary. In accordance with the CHW policy, Section letter F, Number 19, CHW is not responsible for repairs related to secondary damages. CHW paid the reimbursement of the covered portion of the claim at the CHW rates, which is in accordance with the reimbursement policy. Should you have any questions, please feel free to call the CHW customer service team directly at ###-###-####.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:I do not think that your people listened completely to the technicians when they explained the problem to you.  I know for a fact that when the microwave technician spoke to CHW that they were short with him and did not let him explain completely before they cut him off.  I think that you are doing your best not to pay for our claims.  Again, what good is having a home warranty when you don't cover anything!!!!!!!!  None of the claims you had paid out were while we were living here.  They were all for the previous owner, none of which we were aware of.  As fare as we are concerned, you have done nothing for us, besides make us sit on hold and deny our claims. The air conditioning technician never said the unit had not been serviced.  We have been in this house just 1 year and the unit was part of the inspection.  How can you be sure of what is going on if you are not here to inspect it yourself and don't listen to the experts.  Also, the people you recommend don't return phone calls or show up for appointments!  You have proven yourselves to be completely worthless and untrustworthy. I do not want to cancel because the fees were already paid and what good would that do us now. You did not address the portion of my complaint that your business is rude and we were hung up on twice.  I am very dissatisfied with your LACK OF CUSTOMER SERVICE.  It's horrible.  In no way would I EVER recommend Choice Home Warranty based on your convenient lack of coverage and EXTREMELY POOR CUSTOMER SERVICE.  
Regards,
[redacted]

All customers are invited to obtain a second opinion at their expense and have it submitted to CHW if you disagree with the outcome of your claim. This wasn’t done and you had it fixed. The determination was made by the diagnosis that CHW received from the technician that was sent to diagnose the problem. The issue is the damage to the furnace which based on the diagnosis that wasn’t disputed was deemed secondary and not covered in accordance with Section Letter F, Number 19. At this time, however, CHW is not able to work to provide a goodwill gesture payment to assist with the non-covered claim as the policy is no longer active so there is nothing more to be done.   Regards, CHW

I am rejecting the claim made by CHW because the allegations are without merit and proof.  It is my belief that the goal of CHW should be to provide good customer relation, however, I have found that to not be the true.  After my claim for reference #[redacted] was denied, I spoke with several upper management personnel and made them aware that I had a running record of regular maintenance on the unit.  Management said that they were sorry, re-stated why the claim was denied, and said that the Review Department had made their decision.  Yes, I cancelled my contract because I felt that I was not given due process and CHW was in violation of my contract.  I followed protocol by attempting to resolve the matter with Mrs. Tracy M. in an email dated May 29th.  As previously stated, she was given 4 days to respond and provide proof for denying the claim.  My email went ignored (not showing  positive customer relation).  CHW was given due process and responded only after the Revdex.com forwarded them my complaint.CHW and their company said that the problem was in a non-repairable servicing value.  Later, the a/c  company told me that the value could possibly be repaired.  In order to see if that was the case, I called a technician on May 28th who successful repaired the value.  After reviewing the rebuttal on June 5th by CHW, my tech came back out on Sunday, June 7th, and said that there was not a leak in the condenser. He told me that the unit is still holding 70 pounds of pressure and that is where the a/c should be. He informed me that that is another indication that the leak is fixed. And all of this about improper installation, CHW has not proven that and I can't either.  I had nothing to do with builder's installation.  Again, it passed inspection over 12 years ago. I don't care about CHW saying that the condenser has a life expectancy of over 20 years.  Once again, that is what warranty is all about. Machines break down!   This about possible lawn equipment damage (first time hearing that one) the picture sent was of the inside of a unit, not the outside. And by the way, how do I know that the photo is the inside of my unit? I am asking for a reimbursement of $425.00 to cover the $175 misdiagnosis leak test results (requested by CHW) and $250.00 for paying an other technician.  In my opinion, CHW is using all sorts of language and practice to keep for honoring contract on covering high- end repairs or replacements.  CHW has failed to provide burden of proof and pursuing this claim will go forward.Thanking you in advance,

Complaint: [redacted]
I am rejecting this response because: Regardless of your position on the rust, the leak WAS NOT caused by rust, but by friction in the normal wear and tear of the air conditioner. The rust had nothing to do with the leak. This should be covered under the warranty. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: my dryer is still without repair. As of January 26, 2016, they sent a 4th technician to look at it and the technician said it needed repair and would need authorizations from CHW to perform such repair. To date I have not heard from CHW or [redacted] I have had to either take time off or have my wife take time of 4 times dealing with this matter which has, at this point cost me a lot money.
Regards,[redacted]o

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 claims we do see that CHW has assisted you in over $1300 of approved claims. We do see that you placed a claim for your heating system on 2/12/16 and per the policy; we did repair the system in the amount of $525.70. In regards to the water heater, CHW does not replace the actual tank of the system, we did however provide you with the amount that the parts would cost, and this is in our policy in Section F. Limitations of Liability # 9 “it states that 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.” We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy. Regards, CHW

Dear [redacted], Please refer to Section Letter F, Number 9 of our policy as it states that we match for “…similar features, capacity, and efficiency, but not for matching dimensions, brand or color…”Once again, we do not match for color – all of the units you sent are stainless steel:GE General Electric 23.2 cu. Ft, White: $960.33https://www.google.com/aclk?sa=l&ai=DChcSEwip7-fK2tzVAhUGnsAKHdvtBE4Y...⇄ refer to our 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.The maximum amount that we will offer is $750 max to go towards a new unit.  To accept these funds, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.Regards,CHW

Dear Lisa [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 with the terms of the policy as indicated in section Letter F, Number 1 which states, “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”.  The unit was diagnoses as having a bad dual capacitator and low on charge. The cap was replaced and there was a leak located.   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 it appears that your claim was processed in accordance to the policy section Letter F, Number 12 in which 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. Based on the diagnosis received from the technician the compressor valves were worn out which caused the unit to overheat and cause internal failure. This occurs when the compressor goes into thermal overload and is a result of a lack of routine maintenance.   The policy was terminated at your request and in accordance with the policy section Letter L, Number 4 which states 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.   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:Do they really think that I or any customer so treated would continue to pay their monthly membership? I waited a month for a proper handling of the complaint before I left their "protection" against excess costs. Their advertising clearly implies, if they cannot fix it they will replace it. Their explanation leaves all consumers that think they are protected in for a rude surprise. According to them if a little part in an A/C system was no longer available, tuff on the consumer. They falsely advertise and I have also filed a complaint with the NV division of consumer protection to hopefully exclude them from falsely promising protection when they will opt out at the flimsiest excuse. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The reason they are stating that the AC unit is broken due to lack of maintenance is a lie. The company, Just Better, that has come out 3 times since February never said that as they are claiming. We purchased a maintenance plan through Just Better in May and had it serviced that day and provided Choice with those records when requested on July 14th. 
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.Upon review of your claim, I do see that the claim was not covered due to the fact that CHW requests that all units must be in proper working order the day the policy begins.  CHW does provide the customer 30 days prior to the coverage starting to ensure that all units are in proper working order as well as to go over the policy.CHW did offer you a goodwill gesture of $100 to help go towards the repairs of this unit.  We see that you had chosen to cancel the policy instead and you did receive back your pro-rated refund.  Per our policy, Section L. Cancellations states that any funds that are paid out for a policy will be paid back to CHW if the customer cancels their account.  Please see below: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.We do regret your frustration with this claim however CHW will not be able to assist with any cost towards the unit since your policy has been cancelled.CHW is in full compliance with our terms and conditions of our policy.Respectfully,CHW

We are very sorry that you are upset about your claim and that you would like to cancel your policy.  Please note that since you did not pay for this policy in yearly terms, CHW is not obligated to pay you a refund of this policy.  However, we are willing to offer you a goodwill gesture of a full refund for the amount that you had paid to CHW.  Please email me directly to accept this offer and I will send out the proper paperwork.  We would not be able to refund for the service providers diagnosis fee of $45 as that goes directly to them.  We will refund you the amount that you paid to CHW in the amount of $75.84.  Again, please email me directly so I can send you the proper paperwork that we would need in order to give a full refund.Thank you,

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 do apologize if our employee was in any way rude to you and she will be spoken to about this claim and this call. CHW does not condone that type of the behavior and again we do apologize.In reference to your policy that began with us on 9/14/15, your claim was placed on 10/26/15, per our policy CHW does expect that all units are in proper working order the day the policy began.  Please see Section A. Coverage #3. As [redacted] explained to you that this part would have taken longer than a month to fail and your policy had only begun on the 14th of September.  CHW has offered you a full refund of your policy and if you would like to accept this offer, we would be happy to provide you back with the funds.We do regret your frustration however CHW was in full compliance with our terms and conditions of our policy. 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 [redacted]   Upon review of the claim for your air conditioning it has been determined that the claim was processed according to the policy. The policy was effective on 10/4/16. A claim was placed for the air conditioning system on 10/5/16. The technician provided CHW with a diagnosis that the motor is not responding and is not receiving the proper voltage. This is not something that would occur in such a short span of the policy, which was one day. Section Letter F, Number 1 indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions. You have also indicated that the technician wasn’t professional and had a smell of alcohol. This information has been provided to the proper team so that can be managed. At this time, the claim remains non-covered.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW