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 that your claim was covered in accordance to the policy section Letter F, Number 12 in which it 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. During the last call with CHW there was a lot of name calling to the customer service team. If was requested that the name calling cease as it was deemed disrespectful and continued. The customer service representative wanted to offer to assist in the form of offering a goodwill gesture payment to assist with the repairs of the non-covered claim but wasn’t able to relay this information in addition to a free service call due to the names. Once placed on hold the call was disconnected. At this time, the account is no longer active so there are no other means that can be taken at this time.   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]   We have worked together on a mutual agreement that will provide you with a refund within 30 days of our receipt of the release agreement. Please call our customer service team directly at [redacted] if you have any questions.   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 it was processed according to the policy.  Based on the diagnosis that we received, it stated that the blower cage and the evaporator coil were severely dirty and the blower motor need and needed to be replaced.  Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”  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 as a goodwill gesture we offered you $150.00 towards the repair as of 9/20/2017.  You accepted this offer.   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:As I have stated before we just purchased this home in July and purchased the warranty at closing.  We do not have records of maintenance from the previous owners.  where in your policy does it require a buyer to obtain maintenance records from a seller?  We did have your chosen professional come out and repair the unit and he told us that the issues were not due to a lack of maintenance.  Your refusal to pay the warranty is based on a person in New Jersey's opinion that has never seen our unit.  It appears the opinion of your New Jersey "professional" is based on your company policy of denying all claims based on maintenance.Apparently CHW has been using this practice for quite some time as they were sued in 2015 for the same issue and settled the lawsuit by paying out almost $780K and agreed to revise their business practices.  It appears they have yet to revise their business practices and they are still scamming consumers. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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, assuming I do receive the $400. Once it arrives, I will be satisfied.
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration, however, our decision was based on the diagnosis that we received. You are entitled to get a second opinion at your own expense.  If you choose to get a second opinion, please submit the detailed diagnosis to [email protected] for review.  If the outcome proves to be different, we would adjust the outcome of the claim accordingly. Regards,CHW

Dear [redacted],We do understand that you could only chose that specific reason and that is why we permitted a technician to be dispatched and we do see that this claim was covered.  CHW paid Complete Image to go to your home and snaked the lateral line where the washer taps into.We do thank you for being a customer of CHW and look forward to assisting you on your next claim.CHW

Dear [redacted],We regret to hear your frustration.Please note, that repairs were made on your dishwasher at the end of July.  At this time, no further actions will be taken on your dishwasher claim, as your policy has been cancelled as of 9/2/17.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: the AC Company that you hired to physically troubleshoot the problem at my location stated that was not the case. The unit has been maintained according to the manufacturer recommendations. The airflow might be one thing that "could" cause the unit to pull more amps but not in my case. The unit had an internal problem that caused this. How can you diagnose the problem without physically being onsite. Your Tech diagnosed differently while here.  The individual I spoke with only had one things on his mind and that was to deny my claim.CHW took the contract and my money to cover the AC that sits outside in Arizona summers. The heat alone could cause the internal problems... I expect that you will do the right thing here and go off the word of the certified Tech that you hired to diagnose the problem. 
Regards,
[redacted]

Dear [redacted] We regret to hear your frustration, however, Choice Home Warranty does not false advertise. You purchased our policy on August 11, 2015, and was given 30 days to review your policy.  Our policy is online at www.choicehomewarranty.com for public viewing. 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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…” 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 offered a goodwill gesture in the amount of $200 to assist you on this non-covered claim.  You accepted this offer. Please allow 30 days for your check to process. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy. Regards, CHW

[redacted],The diagnosis that was provided to us along with the pictures show that the unit cracked due to rust and corrosion. Per our policy, Section F. Limitations of Liability #1 #8 states that we do not cover failures such as this.  You are stating that the flames coming out were caused by the cracked heat exchanger.  CHW is stating that the crack from the heat exchanger was caused by rust/ corrosion.You are more than welcome to provide to us a second opinion to explain how the heat exchanger was cracked and how the unit failed however until that occurs; this claim will be closed as a non-covered claim.If you do chose to have your own second opinion, please have them contact our authorization department at ###-###-####. We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.  We also regret that there is nothing further that we can do without a different diagnosis. Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: According to this explanation, the home warranty insurance does not cover anything. Any time, you cancel the policy, any claim payment will be deducted as costs. Why should anyone buy a warranty program like this? I was not told about the additional cost of cancellation when I bought this warranty. I was only told that I would be charged a prorated premium, no mention of the administration fee or free month added at the end of the term. I was told that the first month was free. I called before 30 days to cancel this program but was told that they would pay my claim which was denied for no reason earlier. Since I could not find a valid reason to cancel that day. I had to come up with a reason to cancel at a later time. Now I realize that it was a setup so my cancellation would only occur after 30 days.
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]   Please accept the apologies of CHW for the information that was provided erroneously. It is not the practice of CHW to provide information such as this. Your information has been forwarded to the sales team to be addressed accordingly.   Regards, CHW

The ice maker was added onto the contract when I called the first time to report it's failure, not after the technician came the first time. When the technicians came in both cases I had to show them how to remove the panels inside the  refrigerator. These are not quality service companies. They are not properly trained to effect quality repairs. We are greatly disappointed with both the service of CHW and the two companies that provided on site service. I am rejecting this response from CHW. [redacted]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

We are very sorry that you feel as though this would have been a covered claim if the amount was lower.  Per the process, you did send in an email to the Customer Advocate and you stated that you would give her 4 days to reply to your email.  The process for disputing a claim allows 30 days per the policy. Please see Section G. MediationIn the event of a dispute over claims or coverage You agree to file a written claim with Us and allow Us thirty (30) calendar days to respond to the claim. The parties agree to mediate in good faith before resorting to mandatory arbitration in the State of New Jersey.Per [redacted] heating and air, they stated that there was a leak in the condensing coil, they gave us pictures of the unit and requested that a leak test be completed.  Once the test was completed, it was confirmed that the unit had a known or unknown pre-existing condition that we do not cover, improper installation is not covered by our company.  Please read the policy, it explains that CHW is not responsible for issues such as this.We are unable to provide you with the amount that you are requesting due to the fact that you cancelled your policy with us.  You did not allow proper time for a dispute of the claim and the records that you sent into CHW were not records but an inspection report.  If you had records that showed that you maintained the unit properly, CHW would have accepted them. Choice Home Warranty received the pictures from the technician, you are more than welcome to contact them and request them for yourself.  We do not cover rust or corrosion and that is shown here as well. We do apologize, we are unable to refund you for any amount of money as you are a monthly customer, stated in our policy we refund a pro-rated amount that you have paid.  You paid CHW on a monthly bases not paying in advance for the policy. We cannot pay for a leak test as this is not covered in our policy as well.We do follow our policy and are in full compliance with our contract.Best regards,Tracy M.CHW Consumer Advocate

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 we received, it stated that the compressor was not pumping and overheated.  Due to a lack of proper routine maintenance, the compressor overheated and caused internal damage.  Per our policy, Section Letter F, Number 12, we do not cover failures that occur from a lack of maintenance.   Our Sr. Claims Specialist advised you the outcome of the claim, in which you were not satisfied and requested to cancel your policy.  If you would like to cancel your policy, please reach out to our Customer Solutions Department at ###-###-#### Monday-Friday 9AM to 6PM EST.  Please note, a Customer Solution Specialist has been appointed to your case and will reach out to you today, April 13, 2017.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:technicians from choice home warranty company not repairing my unit  they only check unit, not satisfactory service,although I spend $ 1350 for my a/c units from my pocket they have to repair or replace my units 
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 the claim was processed accordingly. The claim was a covered claim. However, you indicated that the parts that were replaced were used, which is different from what the technician advised. As a valued customer, CHW has agreed to provide you with $300 towards the purchase of a new washer. Section Letter F, Number 19 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”. Your $300 goodwill gesture payment is currently being processed.   Please call the customer service team directly at ###-###-#### should you have any questions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],We regret to hear your frustration.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 microwave was working, however, the door handle and touch pad assembly were broken.  Per our...

policy, Section Letter D, Number 9, CHW does not cover “…doors…”Please note that it was reported that there were no mechanical failures to the microwave therefore a broken keypad would’ve been caused by physical damage.  Per our policy, Section Letter F, Number 8, CHW is not liable for failures that occur from “…misuse…”  The outcome of this claim remains non-covered.  We regret to hear your dissatisfaction with us.  Although you are not entitled to a refund, if you would like to cancel your policy, CHW will offer you the amount you paid for your policy, minus the amount of authorized claims, and minus the $50 administrative fee.  The amount we can refund you would be $559. 29. To accept this offer, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM EST.   We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW