Bass Services, Inc.

Dear [redacted],Please be advised per our records, we do not have you as the policy holder for this account.  Please have the policy holder contact our Senior Claims Specialist directly at ###-###-#### if they would like to address any concerns.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 diagnosis that was received stated that your heating system was low on Freon due to a leak.  Per our policy, Section Letter D, Number 4 states that we do not cover for “leak detections.”  You understood this as you paid the technician for the leak detection.  The technician performed the leak detection and found that there was a leak on the outdoor coil and on the u bends.  In addition to the diagnosis, the technician also submitted pictures of the unit.  The pictures showed that the u-bends were rusted and corroded, which was what caused the leak.  Per our policy Section Letter F, Number 1 and 8, we do not cover failures due to rust and/or corrosion.  Even if the rust or corrosion was of normal wear and tear, our policy specifically does not cover this failure.Choice Home Warranty did inform the outcome of this claim, in which you were not in agreeance.  We stated that you are welcome to get a second opinion and per your request for the pictures, we advised you to contact the technician directly for a copy.  We strive to provide the best customer experience so we reached out to the technician on your behalf to request that they send you a copy of the pictures.  The technician agreed; so we advised you that the technician would send you a copy of the pictures.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: First of all, the failure wasn't due to failure of maintenance, the compressor was only 1 year old, and just stopped workingBEWR, due to a  shorting out. You IMEDIATELY said it had to be lightening, without really knowing this, this is the second costly repair you have denied. The public needs to know that theycannot count on the company when they need it. BUYER BEWARE.Thankfully,it was still under warranty, and replaced at no cost to me, what CHW does is look for excuses or any reason not to pay.
Regards,
Linda [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]  * will accept  your money offer, I cannot down load any thing on my computer

Complaint: [redacted]
I am rejecting this response because:My complain is not just about the policy. It look like CHW did not read very well my complaint.Even if they are right in regard the policy, my complaint was also related with your irresponsibility because you wait 2 weeks to tell my claim was not going to be cover. You wait until the day the heater company was supposed on 10/30/17 to do service to notify them you resolution even when the diagnostic was made on 10/21/17. If we were having normal weather conditions I was making complaint, but I was waiting for you to fix my problem for 2 weeks with my house very cold. You should tell me since I call you the first time on 10/17/17 and I explain you I was having gas leaking, you can hear if a record of your phone calls. Or should notify as soon you received the diagnostic on 10/21/17.This complaint is not just about my coverage, but also related with your disrespect and your irresponsible business practice. Of course you offered $100, but that is not enough compensation for your irresponsibility, taking in consideration that I paid for the diagnostic just for nothing, also while I was waiting (more than the period of time you mention 24 hour to 7 days) I had to buy 2 electric heater.I haven't review the policy very well yet, but I will do that because I do not trust CHW at all.
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 claim, I do see that CHW provided an option for you, we could send you the funds that we would have paid for the new unit or we could provide you with the new unit.  You did accept the funds on 1/14/16 and our system does take 30 business days to process a check. We do apologize for any inconvenience but this is not something that neither our reps nor we have any control over. Our system is computerized and once an authorization is placed, it dispenses in the order in which it was received. We are very happy to be of assistance and look forward to helping with your future home needs. We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. 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 [redacted]   You have indicated in your complaint that your rusted ductwork needed to be repaired. Section Letter F, Numbers 1 and 8 indicates that CHW is not responsible for repairs related to rust and corrosion. A review of your claim shows that a diagnosis was received from the technician that indicates that the ductwork was leaking, there were holes in the ductwork. An animal had gone under the home and caused damage. Section Letter F, Number 8 indicates that pest damage is not covered. At this time, the policy is cancelled as well as this claim.   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 leveling and balancing caused the unit to fail. Per our policy, Section Letter D, Number 2, failures caused by “…Leveling and balancing…” is not covered.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 $100.00 towards the repair.  You accepted this offer as of 8/21/2017 and your check# [redacted] was mailed out on 9/15/2017.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/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

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

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 claims that were placed since the policy was effective on 1/2/14 shows that the claim for the microwave was the only claim that was not covered and there was no payment made. The contract is available online for all customers to view at any time. Additionally, the policy has been emailed and mailed several times. The microwave isn’t covered as it is stated in section Letter D, Number 9 of the policy that countertop units are not covered. Section Letter C, Number 4 of the policy indicates that there is a service call fee that is due to the technician for the visit. Please call the CHW customer service team directly at ###-###-#### if there are any questions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted] 
[redacted] I recently sent complaint and received  this number. The business called me after I sent this complaint and indictd...

they would reimburse me in full. Please hold off any further action, in the evnt I receive my reimbursement, I will terminate my relationship with the company and end my complaint. Evidently, they are frightened by my action to Revdex.com. Thank you

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 for your Air Conditioning System, I do see that the unit was almost empty with Freon and a leak detection test was requested.  A unit would not be out of Freon unless there was a leak and our authorizations team needed to find out where the leak was coming from.  Upon the tests completion the technician stated that the condenser coil was in poor shape and the leak was due to a lack of proper maintenance.  We would be more than happy to review over any records of maintenance that you have.  Once you provide them to the authorization team, we can review the claim and if the records are accurate the claim will then be overturned.  Please note that our policy does state in Section F. Limitations of Liability #12 that all units must be properly maintained by the manufactures specifications.  This would include a licensed technician coming to your home at least once a year to perform the preventive maintenance.We do understand that this is frustrating and we are more than happy to assist you, please provide the records to [email protected] and please provide the claim number for the authorization team.We look forward to assisting you once the records are provided.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.  We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Dear ** *** ***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 failed from a severe lack of maintenance.  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 $300.00 towards the repair.  You accepted this offer and this check was mailed out to you on 9/6/2017.  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. Upon review of your claim, we do see that the unit had failed due to a lack of proper routine maintenance, the records that you submitted however they were actually records of repairs.  The unit was found to be not properly maintained therefore CHW cannot provide coverage for the claim. As a goodwill gesture, we would like to offer you a refund of the paid policy minus the amount that CHW has paid on claims which would be a total refund of $557.09. If you would like to accept this offer, we ask that you contact us at ###-###-#### and we will send you a release agreement that allows us to process the refund.  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] Upon review of your policy we do see that you placed a claim for your garbage disposal and your plumbing on 2/15/16, less than a month after the policy began. We do see that CHW did cover the repair of the garbage disposal however we did not cover the claim for the plumbing system.  It was stated by the technician that the whirlpool bath tub motor had failed; this failure could not have happened within the amount of time that the policy had been in place.  This failure takes longer than 24 days to happen, it takes years for the motor to have failed.Per our policy Section A. Coverage #3 states that all units must enter the policy in proper working order.  It also states in Section F. Limitations of Liability #1 that we do not cover any failures that are pre-existing to the policy’s start date.Also, we have listened to the call that you had with the manager and he did not advise you that the last claim was $500 +, the last claim that you had, CHW paid a total of $319.66.We do see that CHW did offer you a goodwill gesture in the amount of $200, 00 to go towards the repair or replacement of the failure. We do see that you had declined the offer and CHW did not send the check.We do ask that you review the policy Section D. Coverage #8 Plumbing.If you do want to cancel the policy, per Section L. Cancellation is what you would be responsible for.  This is an administrative fee of $50 and would be provided a pro-rated refund.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

I do apologize, I have been out of the office and have received the agreement.  Your refund has been completed as of 10/1/15.  Thank you for the email and the follow up.  The funds were placed onto the credit card that you signed up with us with.I am very sorry for the delay of...

response.All my best,Tracy [redacted]

From: [redacted] [mailto:[redacted]] Sent: Tuesday, May 31, 2016 11:14 AMTo: Revdex.com <[redacted]>Subject: Re: You have a new message from the Revdex.com of New Jersey in regards to your complaint [redacted] Attn: [redacted] This email is to clarify my response of acceptance of Choice Home Warranty's (CHE) offer for claim ID [redacted] - I am accepting their offer of the refund of our policy premiums for the current coverage period since we had to replace the heat pump on 24 May 2016 as it had a complete failure while we waited for CHW to respond to our appeal of their rejection of our claim. Please let me know what the next step is and when we can expect the refund. We appreciate your assistance, feel free to contact me if you have any questions. r/[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 diagnosis that was received stated that the control board shorted.  Unfortunately, the part is no longer available.  Per our policy, Section Letter F, Number 9, it states “If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair.” Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you declined the funds of $180 for the control board. Please understand that this is the cost that Choice Home Warranty would pay for the part and labor. If you would like to accept these funds or have any further questions or concerns, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday and Sunday 9am-5:30pm EST. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

,Please see your attached policy as it states that yes, you purchased the policy on 03/19/15 but the policy does not take effect for 30 days to ensure that you have enough time to make sure that all the units in your home are in good working order; as stated in B. COVERAGE PERIODCoverage starts 30 days after acceptance of application by Us and receipt of applicable contract fees and continues for 365 days from that date.Also in 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.We do apologize for any confusion as to the policy and the claims that you had placed.  Again, per our policy stated in 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.You stated that you were unhappy with this policy and you would like a refund.  Please contact me directly and I will be more than happy to give you a full refund of your policy as you are not happy with the terms and conditions that our policy states.  I am very sorry for any trouble and frustration that this has caused you.Best regards,

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 claims show they were handled in accordance with the policy. The claim for the refrigerator shows that the diagnosis that CHW received was that there was a Freon leak. Section Letter D, Number 3 of the policy indicates that leaks of any kind are not covered. Due to the leak, the compressor failed and this is considered secondary damage. Section Letter F, Number 19 indicates that secondary damages are not covered. However, in the interest of customer service, CHW provided a goodwill payment in the amount of $150 to assist with the repair or replacement of the non-covered claim.   The claim for the dishwasher hasn’t been handled as of yet. The claim was placed on 12/30/16. The claim was dispatched and there was an email and telephone call made to provide the technician’s information. This allows the customer an opportunity to call the technician to schedule a mutually agreed upon time for the diagnosis to be made. Section Letter C, Number 2 of the policy states, “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”. Your claim has already been dispatched and will be handled according to the policy once a diagnosis is received from the technician. Please call the CHW customer service team at ###-###-#### 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