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 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 unit is under sized for the upstairs which is roughly 1,000 square feet.  This unit needs to be upgraded to a 2.5 unit.Per our policy, Section Letter F, Number 9, CHW is not responsible for “…any modifications to the system or appliance.”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance.  If you would like to further dispute this claim, you are entitled to get a second opinion, at your expense.  If you choose to get a second opinion, please submit the detailed invoice that shows the diagnosis to [email protected] for review.If the diagnosis proves a different outcome, we would adjust the claim accordingly. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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,

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].   Although we don’t want to lose you as a part of the CHW family, if you desire to cancel your policy, please call our customer service team directly at [redacted]. In accordance with section Letter L, Number 4 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.   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 it was handled in accordance to the policy. The technician provided CHW with a diagnosis of the washer needing a control board and door latch as the one there was broken. The claim wasn’t covered because door latches aren’t covered and the failure of the control board was secondary damages as the lock broke causing the board to short and the policy doesn’t cover secondary damages. Section Letter D, Number 2 indicates that the door latch is not covered and section Letter F, Number 19 of the policy outlines that secondary damages aren’t covered. As you didn’t receive the service that you expected, CHW offered to provide a full refund of the monies that you had already paid into the policy and the offer was declined.   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 there was an initial issue with CHW obtaining a diagnosis for the unit. Once the information was received, the claim was not covered because the issue was with the motor on the system. The motor failed and this was caused from the unit overworking and overheating. This is a result of a lack of proper routine maintenance, which in accordance to the policy section Letter F, Number 12, is not covered. CHW doesn’t want to lose any valued customers, however, if you would like to cancel, please call the customer service team directly at ###-###-####. A request to call you has also been placed with the cancellation team.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

We regret your frustration, however, CHW did pay for the portion of the claim that was covered. As a goodwill gesture, CHW will be happy to provide you with a onetime free service call fee which will be applied to your account.   Regards, CHW

[redacted]As we explained to you when you provided the invoice [redacted] is not for the unit that was under question.  The determination on the claim would continue to be a lack of proper routine maintenance.Please feel free to contact us at ###-###-#### and we will explain what proper routine maintenance is.Thank you,,CHW

As per the policy Section F. 19, CHW is not responsible for the negligence of the technicians.  If you feel as though the technician did something to your home and broke something, you would be responsible to contact that technician and have him go to repair that issue.  They are licensed and insured so they will be able to assist.  If you would need their name and number again, we have provided it to you below:[redacted] ###-###-####Respectfully,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, we see that the policy had started with CHW on 06/04/15, when you placed your claim on 6/19/15, you stated (as you placed the claim online) that " Ac constantly runs and has massive air leakage in air handler closet. Repair man found condensation in closet where black mold is developing on sheet rock. Repair man states system is very inefficient and putting massive load on power bill along with 50% of the air flow being lost. Recommended system replacement and duct work repair asap."We advised you that this claim is not covered due to 2 issues, one is that this failure could not have happened within the life time of the policy and 2. we do not cover anything that has mold. Please see our policy 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.Also, 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.7. We are not liable for service involving hazardous or toxic materials including but not limited to mold, lead paint, or asbestos, nor costs or expenses associated with refrigerant recovery, recycling, reclaiming or disposal. We are not liable for any failure to obtain timely service due to conditions beyond Our control, including, but not limited to, labor difficulties or delays in obtaining parts or equipment.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.The technician that came to your home added that the unit was rusted and corroded.  Our policy states that we are not responsible for failures due to this.We are very sorry that you are frustrated with this claim but as we stated to you, we are not able to cover the claim and we would be happy to give you a refund of your policy, since you disagree with the outcome therefore our policy.  If you agree to the refund please email me directly and I will send you the paperwork.Thank you,

The CHW policy indicates that in section Letter C, Number 2 that, “Upon request for service, We will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact you to schedule a mutually convenient appointment during normal business hours”.  The claim was placed online at 3:15 am on 8/30/16, a technician was assigned on 8/30/16 at 7:07am. Leaks are not covered under the terms of the policy so the Freon leak wouldn’t be covered. However, as this is a new unit, CHW doesn’t cover it, the manufacturer should.   Regards, CHW

CHWDear [redacted],We regret to hear your frustration, however, please understand that the failure to the compressor and relay would take time to fail. Your policy coverage start date was May 17, 2017 and you stated the last time your system was working was May 27, 2017.  This failure would not have occurred in 10 days.  Please note that your policy has been cancelled, therefore we are unable to further assist on this claim. 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, you stated that CHW did not dispatch a tech for 2 days; our records show that we did in fact dispatch the technician the same day that you had called in the claim. Per our policy, the technician has 24-48 hours to contact you to schedule an appointment.  If you do not want to wait for that provider you can hire your own but as per Section C. Service calls, you must have prior authorization for the work that is completed.  In this case, we are trying as a goodwill to reach out to the tech to receive diagnoses on your unit and if possible we will refund you at CHW rates.In the future if you would like to use your own technician or think that CHW is taking too long, please ask for our reimbursement option and the customer service will explain to you in detail of what to do and they will send you a form.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  If you would like to cancel your policy, please refer to Section L. Cancellations. You are not entitled to a full refund but we can cancel your policy and provide you with a pro-rated refund. We do apologize for any rude behavior that was given to you.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 our web site at http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your policy that started on 5/22/15, I do see that you placed a claim for your AC unit on 5/24/15.  CHW sent out [redacted] Services LLC to diagnosis the unit and upon his diagnosis it was stated that the unit had a broken line inside the condenser unit and it leaked Freon out.  Due to the fact that the policy itself had only been 2 days old, CHW deemed that this was Pre-existing to the policy start date.  We were advised that it could take years for this issue to happen and although you did purchase the policy on 4/22/15, it didn’t start until 5/22/15; giving you have 30 days to make sure that all the units in your home were in proper working order.  Please see 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.I do see that you have cancelled your policy with CHW and that we gave you a credit of the last payment that you made to us.  We do apologize but we are unable to offer you the Service Call Fee that you had paid to the technician because that was for him to drive to your home and diagnosis the unit.  I do apologize for any frustration that this claim has caused and we are very sorry that you chose to cancel with CHW.  We do thank you for your feedback as this is always helpful for our customer service and service providers.Best regards,

[redacted],Please review our policy, Section F. Limitations or Liability and you will see all the wording that states that CHW can provide you with funds in lieu of repair, as stated in #16, or CHW can provide you with funds for a part that is no longer available, this is #9. In reference to cancellation of the policy, please review Section L. Cancellations and you will see that any amount that CHW has paid for the policy, you would then provide back to us plus an administrative fee.Your policy was purchased in the amount of $588.00 however CHW paid $1482.25 in authorized claims; therefore you would not receive a refund on this policy. Thank you,CHW

Dear [redacted],We regret to hear your frustration, however, there are no violations of any “Acts” being broken. A compressor does not overheat from normal intended use, in fact the compressor has many safeguards against overheating such as the thermal overflow which works to prevent these types of failures. Those safeguards being bypassed show this is not a normal wear and tear failure.Due to your dissatisfaction with our policy, CHW will honor your request for a full refund.  Our Consumer Advocate will email you the proper paperwork.  Please follow the instructions as advised. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
I was reminded to respond to this matter this morning when my garbage disposal stopped working mid-use. Choice Home Warranty's practices are dishonorable and predatory. Rather than address valid points presented in my dispute of both the claim and all the related fees that were stolen from me, CHW reiterated a standard blanket reply which failed to respond with any specificity to the issues I raised. Because I can not recover the time, energy and resources I have invested in getting what was contractually promised to me when I entered into agreement with Choice Home Warranty, I am prepared to pursue all avenues available, including a class action suit, to hold CHW accountable and to protect other consumers from this scam.  CHW states: "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.”This is exactly why I purchased this warranty. Most of the appliances in my home are brand new. Rather than renew individual warranties on each appliance, I purchased a home warranty. CHW states:Upon review of your policy that started on 8/22/15, you placed a claim for your Air Conditioning System on 8/25/15; this was only 3 days after your policy began.  As CHW confirms, the policy was in fact in effect as of 8/22. CHW’s policy does not indicate that there is any period following the effect date that claims will not be covered. It does not matter if it was 3 hours, 3 days or 3 months into the policy, CHW does not honor the date in which the policy did in fact become effective. All claims following that date must then be covered.  CHW state:The technician stated that the units failures: Low on charge, needed a fuse at the disconnect; could not have happened within the 3 days that the policy began.  CHW advertises pre-screened, professional and quality technicians. They also advertise quick response and guaranteed repairs on the work. The technician did not leave any official diagnosis of the problem and CHW failed to provide this information upon request. The fuse was brand new, installed before calling for service. Nonetheless, I paid the service fee of $60 plus the additional repair cost out of pocket because CHW refused to cover it. The technician, to our knowledge, repaired the unit. It worked for 3 days. I called him back out because his work was supposed to be garunteed and he never came back. Firstly, then, the extent to which the diagnosis was accurate is questionable, given that the unit was working, then failed 3 days later. Second, CHW maintains that the failure could not have happened within 3 days of the policy becoming effective. Based on what facts or evidence does CHW arrive at this conclusion? Their service technician repaired the unit and 3 days later it failed. It was in working condition until it stopped working. That’s generally how it goes, things work up until the moment that they don’t. CHW states:These failures take time to happen and per our policy, Section A. #3 state that all units must come into the policy in proper working order.Again, the unit was working just fine up until the moment that it did not work. It was working in July when I purchased the warranty. CHW provides no explicit criteria, definition or measure for assessing proper working order other than asking the customer when they obtain the policy if the appliances and units are working, which they were. "These failures take time to happen” is ambiguous and irrelevant. Per section A #3, the unit was in proper working order and given that CHW fails to conduct home inspections, they are unable to provide any legitimate counter argument. CHW states:Also, Section F. Limitations of Liability states in #1 that we do not cover known or unknown pre-existing issues. As per our policy, this claim would not be covered. Again, the unit was working as well as my washer. The AC is older and the Washer is brand new. It doesn’t matter because things work until the moment they don’t. It’s why people buy a home warranty. CHW is suggesting that the issue was pre-existing, which, in the middle of a heat wave, where temperatures were averaging 90 degrees and higher, would have been impossible in a home with four children (one of whom is an infant). Unless CHW can provide evidence and prove beyond a reasonable doubt that the issue was pre-existing, which would have required an inspection of the unit prior to or at the time we entered into the agreement, then CHW can not use this clause as a loop hole and must cover the claim.CHW states:We do apologize if anyone was rude to you in any way.  CHW doesn’t condone that behavior and this will be addressed with the supervisor that had spoken to you.There are hundreds of consumer complaints on line that indicate just the opposite. CHW practices seem to be consistently predatory and customer service extremely confrontational and hostile. An apology is a nice, but insincere and inadequate gesture. CHW states:We do apologize for any frustration that this claim has caused you, we always urge our customer to read over the policy as it is always as said above available online for anyone to view. The policy has been read and re-read. CHW is trying to manipulate the terms of the agreement to absolve itself of its contractual obligation. When someone purchases health insurance, claims are covered from the effective date to the termination date, whether the policy has been in effect for one day, one month or just under 1 year. I just purchased a brand new car with only 3 miles on it. I purchased an additional warranty that went into effect 24 hours later. In less than a week, there was a mechanical failure. The warranty, which was in effect, covered it. Nissan did not refuse to honor the repair because it occurred 4 days into the warranty. The real issue here is that CHW never intended on covering any claims, as is evidenced by the number of public complaints. Things work up until the moment that they don’t, so issues are not known, un-known or pre-existing. They may be normal wear and tear or sudden. Either way, I am prepared to pursue this matter until CHW displays some integrity and honors the terms of the contract without manipulating itself out. Regards,CFB
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 our web site at [redacted]Upon review of your policy that began on 2/10/16, you placed a claim for your heating system and CHW dispatched a technician to your home. Upon diagnosis it was explained to us that the TSTAT was found to be faulty and needed to be replaced.  We were advised that the TSTAT could not have failed within the day of having the policy; this would be something that takes time to fail. Per our policy Section A. #3 states that all units must enter the policy in proper working order.  It also states in Section F. Limitations of Liability #1 that CHW does not cover failures that are known or unknown pre-existing to the policy’s start date.We do apologize if you felt that we were saying that your inspection was incorrect what we were trying to explain was that an inspection report just shows if a unit turns on or off at that point in time, it doesn’t show levels of Freon or any other maintenance related things that would have been able to prevent this from happening.We do see that you have chosen to cancel with us and we do see that we provided you with a full refund, we regret your frustration however; CHW is in full compliance with our 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 www.choicehomewarranty.com/useragreement. Upon review of your claim, we did receive a diagnosis that the blower wheel was broken and the blades were also broken.  Our inside technical staff reviewed the diagnosis along with the pictures and stated that this is due to a lack of proper routine maintenance. You are welcome to provide us with routine maintenance records as it states in Section F. Limitations of Liability #12 and we will have our authorization department review them.  Please send them to [email protected]. 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:I feel that they responded just because I complained to the Revdex.com.I cannot trust them any more.
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]