Bass Services, Inc.

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at [redacted] Upon review of your claim, we do see that the motor is not working and this was discovered by replacing the other parts.  The unit had a failed diverter motor; when this failed it caused the control board to short out. Per our policy, this is considered to be secondary damage. We do apologize if anyone in our company was rude to you in any way, CHW does not condone this type of behavior and we have reported this to the COO of the company. The phone conversation will be pulled and the supervisor will be handled accordingly. As a goodwill gesture, we see that you were offered either a free service call fee or a free one month’s service. Kindly contact us to advise us how you would like to proceed. We do regret your frustration with this claim; however we are in 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 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

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/user-agreement/. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that microwave was arcing (microwave term for sparking) and needed to be replaced.  Per our policy, Section Letter D., CHW does not cover “…Arcing…”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 you $224 to assist.  You settled this claim by accepting the funds as of 10/31/2017.  Please allow 30 days from the authorization date to process before the check is mailed out. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted]CHW received a picture that show that the part itself was burned and looks as if there is some rust.  Please again review our policy, Section F. Limitations of Liability #8 which states :“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.”We are not able to cover a claim that is against our policy, if you would like to provide a second opinion, you are more than welcome to.  The pictures that we have clearly show that the this part had rust as well as the sparks that caused the burning damage.We have only two options for you which are to cancel with the refund as we explained would be the policy minus the claims that we have paid or you can provide us with a second opinion. Please note that CHW does not provide our recordings or notes to the customers’ and your name was not on this policy therefore we would not be able to provide you with anything of the sort. Please have the policy owner [redacted] contact us she would like to accept our offer.We would need something in writing stating that you are able to speak on our customer’s behalf.Thank you,CHW

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

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

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 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

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]   Our records indicate that we have been working together to have this issue resolved. We look forward to having an opportunity to continue to meet your needs.   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 our web site at [redacted]. Upon review of your claim, we do see that as of today 2/12/16 the claim has been taken care of and that the issue has been resolved. If for any reason this was not completed, kindly contact us at our toll free number ###-###-#### and please let us know so we can contact the technician. We regret your frustration and look forward to assisting you on future claims. 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 our web site at [redacted]Upon review of your claim, we do see that there was a failure with the blower motor that was caused by a lack of Freon in your system.  The technician that came to your home added 3 lbs of Freon to your system.  Due to the lack of Freon in your system, this caused the blower motor to fail.  Per our policy, Section F. Limitations of Liability #19 states that we do not cover failures due to secondary damage.  We do see that you have spoken to our mangers and they have explained to you that we would need proof that the technician did not have to add the 3 lbs of Freon as he stated, and only had to add the one as you have stated.  We have your claim closed until we hear from you and we are waiting on you to provide us with this proof that the technician had adjusted accordingly.  CHW paid for the Freon to be added in the amount of $330.00.As a goodwill gesture, we have added one free service call fee to your policy.  This is a one-time free  fee that we are providing you with.CHW does regret your frustration with this claim however we are in compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:  The logic Choice uses for denying this claim is flawed.  (1)  The motor component originally thought to be the reason the unit failed was not the cause of failure (a different part needed to be ordered).  (2)  Choice is standing on the argument that a motor failure "takes time" and would not have incurred in the short duration of the contract.  This is not a "wear and tear" component where one can distinguish if the part is nearing end of life, and in-fact is the reason a warranty is purchased (to cover such failures).  This failure incurred during the life of the warranty.  (3)  Proof of failing during the warranty period can be established by an home inspection report being conducted (which Choice DOES NOT require, but was done before the home purchase) and the report clearly indicates the unit was in good functional condition.  The inspection report was conducted in September, and I closed and took possession of the house on 10/4.  On 10/5 I did an open house to find a tenant and confirmed the refrigerator was working (I had bottles of water in the refrigerator that were cooled during the showing.  The tenant moved in on 10/9 and the unit was no longer functioning.  (3)  I purchased the warranty during the home-purchasing phase (ahead of closing) at the advice of Choice's sales rep, as they said the grace period would be satisfied once I took possession of the house and if I had any problems, I would be able to file a claim.  It turns out, I had a problem, and Choice did not honor their warranty.  It seems Choice is not wanting to pay on this claim, solely based on the premise they do not like the timing.  An analogy can be made that if I purchase car insurance on a vehicle, and the next week I back into a tree, the car insurance company would deny the claim because it is "too early".  This is not a valid response.  If they say the part "wouldn't have incurred in such a short of span", then how far into the contact would they have decided 'enough time has lapsed' to pay on this?  30 days?  60 days?  6 months?  There is no such limitations in the contact and in-fact the only stipulation is the grace period (which was satisfied) and that all units are brought into the contract working (also satisfied with proof).  By this logic, it would seem they would only cover appliances that are brand new at the time of the start of the warranty.  This is a total misrepresentation of the warranty/product sold to me.  I also have discovered that the NJ Attorney General has investigated Choice for misrepresentations like this and choice has paid penalties for such practices.  If my case is not resolved to my satisfaction, I will not only affirm and keep my claim with the Revdex.com, but also forward my complaint to the NJ Attorney General to add to their findings (along with all supporting documentation).Desired Outcome:  (1)  Pay on the claim in the amount of $228.30 and keep my contract valid, or (2)  pay on the claim of $228.30 and issue a full refund of my premium of $375 if they feel I am "not a suitable customer" as a Senior Manager has told 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.
As long as I actually receive the refund from the business as of today I have not
Regards,
[redacted]

[redacted],The diagnosis that we received stated that the unit failed due to rust, if you have a different diagnosis please provide it to us at [email protected] and we will be happy to review.This claim is not covered due to the failure that the leak was caused by rust.  Per Section F. #1 & 8, CHW does not cover failures that are caused by rust or corrosion. We do regret your frustration and as a goodwill gesture, we are offering to provide you with $200 towards your repairs or replacement.  If you would like to accept our offer, kindly contact us at ###-###-####.Thank you,CHW

Dear [redacted],
Per our policy, Section Letter L. Cancellations we would not be able to provide you with a full refund however, if you would like to use your own technician to provide us with a diagnosis, we can send you with a reimbursement form. We have also added a onetime free service call fee to your policy for the inconvenience. Once you have the technician at your home, per the policy Section Letter C. Service Calls #3 we ask that you contact CHW prior to any work being done to receive authorization of the work. Please contact us for the reimbursement form if you would like to use that option.
We do hope that we can resolve this with you as we do value you as a customer.
Thank you,
CHW

Dear [redacted],
We do regret your frustration however; our policy does cover garage door openers. Please see below for the policy coverage:
This is listed in our policy under Section D. Coverage #15:
15. GARAGE DOOR OPENER
EXCLUDED: Garage doors - Hinges - Springs - Sensors - Chains – Travelers - Tracks - Rollers - Remote receiving and/or transmitting devices.
CHW provided the policy to you upon the purchase of the policy; you were then given 30 days to review the terms and conditions. If at that time you disagree with the terms, you are permitted to cancel without the deductions of Section L. Cancellations.
We do understand that you are not happy with the coverage and therefore as a goodwill gesture, we are offering you a refund of the policy in the amount of $420.00, which was what was paid exactly for this policy.
We ask that you contact us at ###-###-####; we will then send you an email for you to sign a release agreement. Once we receive the release agreement back, we will provide a check to you since this policy was purchased through escrow.
We do regret your frustration with this claim and do hope that you agree to the resolution that we have offered you.
Thank you,
CHW
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],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

[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] My records indicate that my contract agreement with CHW went into effect October 10, 2016.  I suggest that CHW do a research of their files to verify the effective date of the agreement again.  I do have documentation to confirm my claim if needed.  The contract was in effect for less than 60 days before I placed my maintenance call on December 6, 2016.  The reasoning CHW provided in their recent response for not refunding me the $31.26 to equal the $76.25 which was their estimated refund was derived by them is again a plow used to appear that they operate in good faith.  CHW further stated that they absorbed administrative fees and that my contract was in effect for four months, which it was not.  But these untruths are reasons that they are claiming for not settling my complaint.  It is beyond my comprehension on how a company with such disregard for the public is allowed to operate.  I am certain that I am not the only customer who has been cheated out of their hard earned monies and if nothing is legally done to stop this kind of fraudulently behavior CHW will continue their unethical practices.  I am sure that CHW has a team of individuals to address complaints such as mine for I know there are many, but I cannot go back and forth with this company who has so blatantly scammed me out of my money.  I understand that Revdex.com only serves as an intermediate in the matter and have done all it can regarding the settlement of my complaint.  I would like to have my complaint posted on Revdex.com website by you and if this is something that I need to take care of please let me know.  I will seek legal advice on my own to pursue redress for this travesty.