Bass Services, Inc.

Dear [redacted]   We regret to hear that you have cancelled your policy with Choice Home Warranty, as our mission is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. Upon the purchase of a policy, we do...

mail out the policy booklets right away, therefore we apologize if you did not receive your manual copy in a timely manner. We strive to better our business practices and have taken this feedback to the Director of Marketing who will handle this issue accordingly. Per your request, your policy has been cancelled and your refund has been processed as of May 3, 2017.     Regards, CHW

I don't know What their policies,  when I signed contract with CHW salesman said all will be included and you will have good life without spending any money as you have contracted with CHW. Why salesman lying to selling their policies. They did not offer any goodwill so how do I accept? I have called tons of time and all the time they were saying we will call you within 24 hours and provide solutions but I never get any call from  them.Now that issues became health issues too. I have spent lot of money in replacing water heater,  doctor checkups,  tests,  medicines,  antibiotics and others because of the CHW only. Plus I have paid $1700+ for coverage till 6 year.I am planning to do lawsuit against CHW in near future if this case does not get  resolved.I'm requesting Revdex.com to get at least $1000 so that everyone's life become easy without falling into legal way. Hate CHW this time....Please reopen the case as I'm requesting you from my heart.

Complaint: [redacted]
I am rejecting this response because:The technician YOU chose and sent to my house disputes your false claim that the failure was caused by lack of maintenance. I have multiple photographs of the inside and outside of the unit that proves it was clean and had no excessive growth around the unit itself. According to the tech that you sent out and others I have spoken to that are not related to our dispute, no regular maintenance would have prevented this unit from eventually developing a leak. If your claims people are more knowledgeable then a liscensed HVAC tech and know more about the situation based on a picture and being hundreds of miles away, that is quite impressive. I still maintain that this is just a loop hole that you used to be able to back out of your agreement. It is unethical to treat your customers in this manner. I would love a detailed explanation from a liscensed HVAC tech, if you can supply one, how "lack of maintenance" can cause a condenser coil to leak. 
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] Upon review of your claim, we see that you placed a claim for the septic system and stated that the tank was full; CHW dispatched a technician to go to your home and diagnose the issue.  Upon diagnosis it was stated that there was a stoppage that was backed up and going into the home. Per the technicians diagnosis this could not have happened within the time frame that you had your policy.  Your policy began with us on 3/8/16 and you placed this claim on 3/15/16 stating that it had not been working since the day before.  Our policy states in Section A. Coverage #3 that all units must be in proper working order on the day the policy goes into effect.  Having a stoppage such as this is not something that happens within the few days that you had the policy.Once the technician gives their diagnosis, CHW decides if the claim is covered or not.  You chose to have the technician complete the work without authorization; this is not something that CHW would pay for.We do see that you chose to cancel your policy with us, we do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,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. Upon review of your claim, we do see that the unit failed due to the fact that the condenser coil was fully clogged, the policy does not cover failures that are caused by a lack of proper routine maintenance, please see section F. Limitations of Liability #12.We do see that the second opinion that you had provided us with a diagnosis that again was a failure caused by a lack of proper routine maintenance.  We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards, CHW

[redacted] spoke to them today )John) 10/5/2017  has stated they will  not pull out the dishwasher to examine it. I spoke to Andres at Choice Home Warranty who stated theycannot get anyone to move it. Actually I am on the phone with Andres a supervisor  10/5/2017 @2:55 pm discussing the matter. I advised him that the dishwasher was installed by [redacted] on 9/30/2017 and it is bolted in and needs to be moved by a professional appliance person. [redacted] was not able to run a test on the dishwasher because of the electrical issues. He stated that they are not sending an appliance repair person out unless I pay $60. I stated that appliance repair person would have to be here with the electrician to coordinate the move out repairs and the move back of the dishwasher and to check to see if it is working. I advised him that I am not able to get the dishwasher he stated they are not moving forward with this complaint at this time as quoted by Andres employee number [redacted]/ So I am left with a new non working dishwasher. I spoke to Joel who advised me to send the receipt from [redacted] which I faxed over the receipt. So I called corporate office at [redacted] now speaking to Andy who stated he cannot send the appliance repairman to work with the electrician to fix the electrical problems. Again I advised him that I do not have anyone to move the appliance. Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration.  Please note that your pro-rated refund was based on our policy as it states in Section Letter L of Cancellations:This 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, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I do apologize if the previous response was misunderstood.  Your policy was purchased on 3/17/15 and you have 30 days until the policy actually starts.  This is the time period that we expect you as the customer to ensure that all the units in your home are in proper working order.  Per our policy, Section A Coverage #3 it states that all units must come into the policy in proper working order.Section A. 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, we state in Section F. Limitations of Liability that we do not cover anything that has been not working prior to the policy start date, this would be considered pre-existing to the policy.  In your case, the policy started on 4/17/15 and you placed your claim on 5/18/15; one month after the policy started.  Per the diagnosis, the failures that have happened could not have happened within the time period of the policy (one month).  You stated that you did not turn your unit on, that shows that you did not have the proper maintenance that was expected per the policy.Please see Section F.  Limitations of Liability1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.We do see that you chose to cancel your policy with us and unfortunately there would not be anything further that we would be able to do for your claim at this time.We do appreciate the feedback.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]   Under the terms of the policy 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. However, in the interest of customer service and as a gesture of good will we have emailed you an agreement that will allow for a full refund of your policy under the guidelines in the event you agree. We will await your reply.   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 [redacted]
  Our records indicate we are working with you on a mutual agreement related to your claim. We have sent you an email and are awaiting your reply.   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:  After reading all the negative reviews on the web, it appears to me CHW refers to this F-16 limitations more often than not. And furthermore, what's stopping CHW from not referring to this F-16 limitation each and every time,  where the first sentence of coverage states CHW will repair or replace covered systems. 
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, we do see that you placed a claim for your Air Conditioning System 2 weeks after the start date of the policy. Per our policy, Section A. Coverage #1 states that all units must be in proper working order on the start date of the policy. Also, Section F. Limitations of Liability #1 states that CHW does not cover failures that are known or unknown pre-existing issues.
As a goodwill gesture, we are willing to provide you with a full refund of the paid policy in the amount of $67.50.
Please contact us for this refund and we will place the funds back onto your credit card.
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]You have already cancelled your policy with CHW and we have already provided you with a refund per the terms of the policy.The claim that you are contacting us about was not covered due to the policy guidelines and we are not able to provide any other goodwill gestures for this claim.Thank you,CHW

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously....

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. 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 and the condenser were severely rusted. Per our policy, Section Letter F, Number 1, CHW does not cover failures that are related “…rust or corrosion…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you did not agree and stated you would reach out to the technician.If the technician would like to dispute his diagnosis, he is free to contact our Authorizations Department at ###-###-#### option 5, then 1; Monday-Friday 8am-7pm EST or Saturday-Sunday 9am-5:30pm ESTWe 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. Upon review of your claim, we do see that there was a switch that broke off, our policy does not cover failures that are not normal wear and tear.  The switch that broke off was a part of the unit that did allow the unit to leak, there is no mechanical function for this part. Please see Section A. Coverage #2 that states that CHW does not cover failures that are not normal wear and tear.  Secondly, our policy does not cover failures that are done by an improper repair or replacement.  Our policy states this in Section F. Limitations of Liability #11, and lastly our policy does state that CHW is not responsible for the technician’s negligence, in Section F. Limitations of Liability #19.  If you would like to go through the claims that you have had with CHW and contact any of the previous techs, please feel free to contact us for any of the following claims that you had placed:Claim# [redacted] on 02/12/17 for the Air Conditioning System Claim # [redacted] on 01/11/17for the Refrigerator-Tech: [redacted]-CHW paid a total of $157.80Claim # [redacted] on 09/14/16 for your Washer- tech: [redacted]-CHW paid a total of $106.77Claim # [redacted] on 08/08/16 for your Dishwasher- techs: [redacted]- CHW paid a total of $331.32Claim # [redacted] on 07/17/16 for your Air Conditioning System- Tech: [redacted] which CHW paid $120.00Claim # [redacted] on 04/30/16 for your Air Conditioning System- Tech: [redacted] which CHW paid $290.00Claim # [redacted] on 11/02/15 for your Oven Stove Cook: Tech: [redacted]Which CHW paid $170.52.We will be happy to go through each one with you and provide all the phone numbers that you would need.  You can also log onto the customer portal to view all your claims and see the technician’s and numbers.We do regret your frustration however CHW is in full compliance with the terms and conditions of the policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: The information provided by Choice Home Warranty is inaccurate and misleading. The Customer Services Representatives at no time relayed that our policy was not in effect until the work had been approved via the telephone to myself and the service repair man. There was a 5 day span in which that information could have been communicated yet it was not. Unfortunately, the denial was given after the approval and after the work had been performed. It is because of these reason stated that I reject the offer. This is an extremely good lesson learned and it is worth more than what the vendor is offering. I am not concerned about the measley monetary compensation, it is actually an insult to my intellect. I will be sure to never recommend Choice Home Warranty to friends and family.
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. A review of the claim shows that it was processed according to the policy. The first diagnosis that was received states that the water line in your refrigerator had a crack in it.  The technician repaired this crack by putting a coupler on it, which fixed the issue.  You called us a month later stating that your refrigerator was not working again.  We contacted our technician to advise him of the failure that occurred again, in turn he contacted you to set up another appointment to go back to your home to diagnosis the failure again. We received the second diagnosis which stated that the windings on the compressor shorted out and needed to be replaced.  In situations when the cost of the repair exceeds the lifespan of the unit, in lieu of the repair, we offer funds at our cost, to replace the system.  Please refer to our policy, Section Letter F, Number 16, where it states that “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.”In this instance, we offered you our refrigerator replacement cost at $389.99 in which you did not accept.  Please note, that per the policy Section Letter F, Number 9 states that we match for “…similar features, capacity, and efficiency, but not for matching dimensions, brand or color….”Since we strive to provide the best customer experience, our Sr. Claims Specialist offered you $500 towards a new refrigerator, in which you accepted. We received a call from you a month later asking if we received a letter from your attorney.  We advised you that we did not receive the letter.  It is our understanding that you are not satisfied with the funds that were provided to you.  As a goodwill gesture, we will offer you the extra amount that you have requested of $92.48, however we are not able to provide you with more funding that this.  If you agree, please contact us and we will send you out a form that we would like for you to sign in order to resolve this matter.  Once we have received this form back, we will then provide the extra amount.  However if you chose not to accept this amount of a total of $592.48, we are willing to provide 2 free service call fees that equal $90.00 to be placed onto the policy.Please contact our Claims Department at ###-###-#### to accept this offer.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: It's not just the air conditioner.  Since the policies inception in February you guys have failed to cover My water heater, my air conditioner, the fridge, and the cooktop.  I guess because I haven't made enough payments towards the policy you guys have denied every single claim that I have placed!  You guys are liars and falsely advertising products that don't cover jack!
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. 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 and requested to cancel. You spoke with our Customer Solution Specialist who offered you funds in the amount of $300.00 to assist you on the non-covered claim.  You accepted this offer. Please allow 30 days to process before your check is mailed out.No further action will be taken as this claim has been settled.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I do apologize for any inconvenience that this has caused.  I do see that you called and spoke with one of our managers here and you were able to have the account corrected.  I am very sorry if you had experienced any unprofessional behavior.  CHW does not condone that type of...

behavior and we do apologize.  We are happy that this situation had been corrected and if you should need anything further, please feel free to contact us.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 [redacted]   Upon review of your claim it appears that your claim has been handled in accordance with the policy. When placing the claim it was indicated the last day the claim was working was on the effective date of the policy. Additionally, the control board and panel are items that take time to fail and isn’t something that would happen on the date of the policy. As such in accordance to the policy 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, this claim will remain non-covered.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW