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 [redacted]   Upon review of your claim it appears it was processed 9n accordance with the policy terms of section Letter F, Number 12 which states CHW doesn’t provide repairs related to lack of maintenance. At this time we are awaiting information from you. We value the feedback that you provide regarding the technicians that are sent to perform the necessary services. We value you as a customer and in the event you are in need of another technician, you can always call CHW so we can reassign your claim to another technician.   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 our web site at [redacted]Upon review of your claim, we do see that you placed a claim for your microwave and CHW dispatched [redacted] to your home the next day (24 hours) to diagnose the unit.  We do see that you advised the technician to cancel your appointment due to scheduling conflicts. However the technician did go to the home but was advised that you had purchased a new unit by then.We do see that you had requested to cancel the policy and CHW provided you with  full refund of the cost that you paid for the policy($35.83 for 4 months $143.32) as a goodwill gesture. We do regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

Dear [redacted] [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 invoice that we received, there was no diagnosis stated as it only showed there was a fan motor and capacitor replacement on the unit.  Please note, that in addition to not receiving a diagnosis, this repair was done without prior approval. Per our policy, Section Letter C, Number 3, “…We will not reimburse for services performed without prior approval.”We strive to provide the best customer experience, therefore we went outside of our policy guidelines and offered you the reimbursement cost at CHW in the amount $185.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  Although the service call fee must be paid on every claim that is placed, we waived the $45 service call fee and increase the reimbursement to $230.  You accepted this amount. Please allow 30 days for the check to be processed.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Hello,   CHW did receive the documents that were sent in to review for the claim. However, what was received was not a record of routine preventative maintenance. The documentation that was sent to CHW demonstrated that a system checkup was done. It documented that there was no cleaning performed, no pressure tests, no amp draws or any unit information. These are all specifications included in the manufacturer’s warranty and would be included in routine maintenance. The CHW policy states in Section Letter F, Number 12 that 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. The documents doesn’t demonstrate this. While CHW respects as noted in your complaint, you didn’t know what was being done during your routine maintenance, the manufacturer’s specifications are included with the unit in the manual. As a result your claim was not covered due to lack of maintenance. CHW will always honor the policy as long as the claims are covered. In an effort to provide outstanding customer service, CHW will offer you one free service call fee. Please call our customer service team at [redacted] and it will be added to your account.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:
We were told all remaining parts needed to repair the AC would be mailed to our home then a service tech would be sent back out we received one part and now each time we call to get a status on the remaining part we are told someone will call us back, no return calls yet with a status on the shipment of the remaining part and it's getting hotter! 
Regards,
Tara [redacted]

[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 CHW has been able to assist you in $613.97 in authorized claims.  We do see that the dryer claim was partially covered, CHW assisted with the portion that we would cover by replacing the receptacle and the reassembling of the drum. However, anything to do with maintenance would not be covered also; anything that has failed due to a foreign object would not be covered.We are happy to assist you with the portion that is covered and look forward to assisting you with your home needs. We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

You informed the technician that there was a thunderstorm in the area which is what initiated the problem. Upon further diagnosis it was determined that there was a strong burnt odor and that the unit wasn’t working as result of a power surge. Additionally, per the policy, acts of God aren’t covered.  CHW values all customers, however if you desire to cancel the policy, please call the customer service team at ###-###-####.   Regards, CHW

[redacted],Per the conversation that we have had with our inside technician's which [redacted] is not, this failure could not have happened within the amount of time you had your policy.  CHW had offered you a full refund for your policy since you disagreed with our decision and hence our policy but you had declined.There would not be anything further we could do for you at this time.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
For one thing, I had to remind them of the original refund amount offered or they would not have paid that.   In reality should have been  half of my premium. All I know as a result of recent repairs added to my expense, I am out $2725 in repairs and premiums with NO money from CHW.  I understand certain limitations of the claims, but I would expect some compensation.  I would hope the Revdex.com will step up and acknowledge this in their ratings.  I know in frustration I cancelled my policy, due to their nonpayment and lack of service, but I still think they should man up and compensate me part of my expenses.  After all I took them on good faith to help me out after I bought the policy.  I know after reading about other complaints this company has a history of taking your money and refusing to service their accounts.  I have 2 Homeowner Association Meetings for the state of Alabama coming up and one of the topics is Home Warranties.  We will be asked to speak about our experiences and our recommendations.  Of course I will have to be honest with full disclosure about what I know and any of my other friends experiences.  Revdex.com please examine this case closely and make your ratings wisely.
Regards,
[redacted]

Dear CHW,In your response to my complaint  you avoided the main topic which was that I WAS LIED TO BY YOUR SALES PERSON.The fact is,  there is usually a lie or a catch when dealing with your company.In your letter you mentioned section  "L"  CANCELLATION.       YOUR copy states that I may cancel within the first 30 days from the order date and that you would refund the contract fee minus $50.00.Under my agreement  copy it states that I have 10 days to look it over from the order date and if I want to cancel it will cost me 5% admin. fee which in my case would have been $90.00Either way, if your sales people lie, like they do, the customer gets screwed. What a scam !By the way, if you check your records you'll also find that my order date was 6/2/15 and it came in the mail on 6/17/15.   When I received it, my look over time was already over.I wouldn't have bought the 6 year agreement if your SALES PERSON didn't LIE TO ME.So, tell me ( IF YOUR SALES PERSON DIDN'T LIE TO ME ) and I only took it for a 1 year term.How much would it have cost me if I had it for the full year. [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 water heater tank was leaking water and needed to be replaced.  Per our policy, Section Letter D., Number 6, CHW does not cover “…the main, holding or storage tanks….”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction.  Per your request, your policy has been cancelled as of June 29, 2017.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

,I do see that you had a policy with CHW from 03/16/12 - 06/16/14 and within that time we had assisted you with $894.54 in authorized Claims.  I do apologize for any issues that you are currently having but we do not show that you have a policy with CHW as of this year.  Please...

confirm that you do in fact have a policy with CHW, if you can provide me with the policy number because this address is showing up with the expired policy that had ended in 2014.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]   Your first claim was filed on August 4, 2016 and the effective date of your policy was August 9, 2016, which is why the claim was considered a preexisting condition. The policy at CHW states in section Letter A, Number 3 that all systems and components are in place and in proper working order on the effective date of this home warranty contract. After an explanation of the terms and conditions of the policy was provided to you, you made a decision to cancel the policy. CHW agreed to cancel the policy in accordance to section Letter L, cancellations, which provided you with a refund in the amount of $279.58.  As a goodwill gesture, CHW is willing to offer you $145.42 which is the remainder of the balance of the $425.00 initially paid for the policy. This doesn’t include the $60.00 that CHW paid to a technician regarding a claim for an Air Conditioning system that was placed on 8/9/16. If you would like to have this refunded, please reach out to the 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

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 the claim was processed accordingly. The water heater was leaking from the tank. The policy indicates in section Letter D, Number 6 that tanks aren’t covered. There are some issues with the water heater that is covered, however, this is not. The policy was sent for review upon purchase of the policy. There is also a link above included regarding the policy. This outlines what is covered and not covered under the terms of the policy. This claim was handled in accordance with the written policy. At your request, your policy has now been canceled.   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 that began on 8/7/15, we see that you placed a claim for your oven on 8/8/15 stating that the oven was not coming on at all.  We also see that we had sent 2 different technicians to your home and the first technician stated that the unit did not display any functions and needed to have the computer board and display replaced.  The second technician stated that the units were not heating and the bake element had shorted.When speaking with you, on 9/11/15, we did review the call where your wife had stated that the unit had not worked since you had moved into the home. Per our policy, Section A. Coverage #3 states that all units must be in proper working order upon entering the policy.  This claim was placed one day after your policy started and per the technician these are not failures that can happen within one day.  Also, per your conversation with our supervisors you had stated that the unit did not work either.We advised you that an inspection report does not show if a unit has been properly maintained, it will show if a unit turns on or off.  The failure that you have with the oven is not something that could happen within the timeframe of the policy.On 9/15/15, you had spoken to our escalations manager and he advised you of this exclusion in our policy and explained again to you that you can cancel the policy and CHW would provide you a pro-rated refund as per Section L. Cancellations but this claim would not be covered as stated above.  We resent you the policy for your review.We do regret your frustration with this claim however; CHW is in full compliance with our terms and conditions of our policy.Best 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 www.choicehomewarranty.com/useragreement.   A review of the claim shows it was handled in accordance with the policy. The internal wiring failed on the compressor due to lack of proper routine maintenance. There was a buildup of dirt and debris, which also resulted in overheating. 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”. It appears that you were in search of a detailed diagnosis which is not provided by CHW. That is information that should be obtained directly from the technician. The notes on the account indicated in 8/16 you were informed that although CHW doesn’t require maintenance records, you were invited to submit the maintenance records to have the claim reviewed and CHW was advised that would be done. This information is not submitted via the technician, but you can submit the information to [email protected] and be sure to include the claim number on all correspondence. The information has not been received. You were also informed that you may obtain a second opinion at your expense and that technician could reach out to CHW, however, that wasn’t done. The last exchange regarding this claim is when you advised that CHW should expect to hear from the attorney.   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:even accepting the diagnosis as fact, which at present I am not prepared to do, their arbitrary ruling of what is wear and tear is wrong.  I have subsequently had my system inspected by two independent HVAC certified technicians and not only did they find a different diagnosis, they unequivocally said it was due to wear and tear.  I believe they are using this clause in the contract to defraud me.  There is no list of items they determined are or are not wear and tear, which gives them the opportunity to arbitrarily decide what is wear and tear.  All I ask is to have an independent ruling.  What the point of having a contract if they will not honor it
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 policy, I do see that you have placed a claim for your washer and the technician advised us that the suspension on the unit has rusted.  This caused the unit to fail.  Per our policy, Section F. Limitations of Liability #1 states that CHW will not cover failures due to rust or corrosion. You stated in your complaint that you would like a full refund of the policy, we show that you have made 5 payments in the amount of $37.92.  We show that CHW has paid out $75.00 in your claims.  We are willing to provide you with a refund of what you have paid into the policy $189.60 minus claims paid $75 and we would refund you $114.60.  We would waive the $50 cancellation fee as well.  Please note that monthly customers’ are not entitled to a refund because they do pay for each month as it is being used.  Customers’ that pay for the policy upfront for a year or more, they receive a pro-rated refund of the balance of what they did not use of the years remaining. Again, since you are a monthly customer you have not paid out money for the year, you paid by month but we are willing to cancel your policy as it does have to be a mutual agreement and provide you with a refund of amount paid, minus claims paid.Please contact us and this will be documented in the notations of the claim.  We will have to require you to sign an agreement because we are assisting to provide you back funds outside the policy guidelines. Once you send the agreement back to us, we will refund you this amount.We regret your frustration and do urge all customers to read the policy and contact us with any questions.Respectfully,CHW

Dear [redacted]We strive to provide the best customer experience every day to ensure that our customers’ needs are being met, therefore we regret to hear that you had a less than experience and apologize for the inconvenience.  Your check has been processed and is on schedule to be...

mailed out on Tuesday November 7, 2017. Regards,CHW

Complaint: [redacted]
I am rejecting this response because: The sales pitch put forth during the purchasing of the warranty is just so dishonest.  I do know that your clever tactics are not inline with what I expect from a company.  Ask the most basic question here, why would a customer willing pay over $500 a year for home warranty coverage plus the svc call deductible for major appliances which 90% of the operating apparatus is not covered (due to it being on the exclusion list).   We were able to verify receipt of the actual warranty policy see attached email.
Regards,
[redacted]