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 circulation pump failed and needed to be replaced. Per our policy Section Letter D, Number 6, CHW does not cover “…Pressure reducing valve…” Please note, that your coverage start date was March 30, 2017 and you reported the last time your system was working was March 31, 2017. Per our policy, Section Letter F, Number 1, we do not cover “known or unknown pre-existing conditions.” 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 advised you that we would cover the repair and replacement of the circulation pump. You accepted this offer and the technician moved forward with repairing the unit. You reached back out to us stating the unit had failed again, therefore we dispatched the technician to go back to the home to diagnosis the issue. Based on the updated diagnosis that we received, it stated that the circuit board failed and needed to be replaced.  Per our policy, Section F, Number 1, we do not cover “known or unknown pre-existing conditions.”  Please understand this claim was originally not covered due to pre-existing conditions and as an act of goodwill, we advised you that we would cover the circulation pump and the repair only.  Any additional failures would not be covered. At this time, the outcome of this claim stands. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Upon review of your policy that you had previously with CHW, the policy was cancelled due to the fact that the technician had charged you for a separate issue that was not covered under the policy.  You did not pay that fee and therefore CHW had to take the cost.  Your policy was cancelled...

for the non-payment for that charge, it was not authorized by us.  Secondly, it has been 4 months since that claim and although it might have failed we are not able to send a tech out to have it repaired.  Your new policy with us is the same as previously and this would be a pre-existing issue to the new policy.  Since the policy has started over, Section A. Coverage states that all units that come into the policy have to be in proper working order.CHW cannot cover the repair for the issue you had prior to this new policy, if you would like a full refund of the new policy we would refund you for that.  We do apologize for any frustration that this has had on you.  Please contact CHW for a full refund of the new policy, if you so choose to.  If not, your policy will start in 30 days and again all things have to come into the policy in proper working order.Thank you,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

Complaint: [redacted]
I am rejecting this response because: I am disputing the denial of my claim for a few reasons.  1).  You stated that my system had not been maintained. I provided you proof of maintenance from the receipt that I was provided by my servicing contractor. Your exclusions states that periodic maintenance is to be done. My maintenance is done between 2-3 times a year in which falls under the bracket of periodic.  2). Your tech stated that the defrost heater and thermostat had failed. Those parts failed as a  result of normal wear and tear and not lack of maintenance. A qualified tech would know that a lack of maintenance would not cause a defrost heater or thermostat to stop working. Dirty coils will prevent the proper air flow which will possibly cause internal issues with your compressor before it will a defrost heater.  3). I was also advised that my claim was denied due to “leaks are not covers” under the exclusions section of my warranty. As I advised before, my refrigerator is not leaking refrigerant or water. My claim is for a defrost heater and thermostat as stated before.  4). Your tech came out and diagnosed my refrigerator without never taking the cover off. How was he able to make a determination based off of just a visual inspection? Why wasn’t I shown what the tech saw if this was an issue?  5). I also had a 2nd opinion come out to tell me that my refrigerator was not dirty.  With this being said, I am well within my rights of having my claim covered under this home warranty.
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 acceptable to me.
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, we do see that you placed a claim for your AC unit. It was advised to us that the dual cap was bad, the compressor would not pump at all and the valves were not working. The unit was vibrating so badly that the unit was coming off the pad. The CFM had a label that burned off due to overheating and the coils were poorly maintained. With receiving this diagnosis, it is clearly shown that the unit lacked proper routine maintenance.
Per our policy, Section F. Limitations of Liability #12 states that all units must be properly maintained per the manufactures specifications. You stated in your complaint that you provided CHW with maintenance records however there were no records received.
Please provide records to [redacted] and our inside technicians will review the records to ensure they are proper records according to the ACCA. Once received these records from a licensed technician, we will be able to move forward and review the claim again.
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 most recent diagnosis that we received, it stated that thee compressor vales were weak and the filter was partially clogged and the evaporator coil was inaccessible.  These failures occurred from a lack of proper routine 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...”  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:you never followed through on my claim. You canceled my warranty instead of sending a technician. You gave many excuses  for rejecting the claimwithout even having it checked out. You left us without ac for more than 5 days. You have been doing the same thing  to customers  all over. I have a list of 10 customers in different statest hat you did the same thing to. You are responsible to pay for my ac. Canceling us was the excuse to not follow though with the policy. Your company  does not do what the salespeople and commercials promise. 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 most recent diagnosis that we received, it stated that the unit needed a new fan and can motor, a new AC cover, and had a bad contactor.  It also stated that the control fan motor was hanging inside of the unit by wire. In addition to that, it stated that the contractor was pitted, the unit was dirty, and the motor was running loosely causing the unit to vibrate.  This damaged the condenser casing and condenser cover.  The technician also submitted to pictures of the unit that confirmed that there was a lack of proper routine maintenance. Per our policy, Section Letter F, Number 12 states CHW is not liable for 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 and requested to cancel.We strive to provide the best customer experience, therefore we offered you funds in the amount of $200 to assist you on this non covered claim.  You declined this offer insisting that we cancel your account.At your request, your policy has been cancelled as of June 8, 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 [redacted].   Upon review of your claim it appears as if it was processed in accordance to the terms of the policy. Section Letter F, Number 12 states, we are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement”.  CHW also indicates in the policy section Letter C, Number 3 that prior approval is needed before payment is made on a claim. The invoice that was sent in shows that Freon was added, the unit was cleaned and the fan motor replaced. The heat exchanger is cracked and the evaporator coil has a restriction. The documentation indicates that the entire unit, including the furnace needs to be replaced.  Although CHW doesn’t require that maintenance records are sent in, you were invited to send them in for a review of your claim and hopes of a more favorable outcome. The documentation sent in however, doesn’t demonstrate sufficient maintenance. An invoice dated 8/26/15 was submitted that shows that 2 pounds of Freon was added to the unit, this shows that a leak wasn’t repaired. One invoice wouldn’t demonstrate routine maintenance and the maintenance needs to be in accordance to the manufacturer’s warranty.   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:
Again,  like I have stated and the LEAD TECH CHW SENT OUT, it is not on the end coils areas where it is rusted. Again, I have attached a copy of the invoice where it states this. I have spoken to the tech and the company numerous times and have been advised the same thing everytime, "it is not on a rusted area and is caused by normal wear and tear! They even told how much they hate dealing with CHW because 95% of the times claims are denied. As a goodwill gesture you are going to credit me 3 months if payments? This is laughable! What about the wasted payments we have made since August 2015 since the policy has been active! What about the $45 service fee and the $150 leak detection we had to pay for that CHW does not cover? And by the way you are the only warrnaty company that does not cover leak detection, but I could not even submit my claim untill I had one done. So you forced us to spend the $150 for what? 
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. 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

We do apologize for the frustration of this claim, this electrical shortage that you had in your refrigerator is not a normal wear and tear of the unit. Per our policy we only cover normal wear and tear and an electrical shortage is not a normal wear or tear that happens to units.A. COVERAGE 2. Become inoperative due to normal wear and tearWe do apologize again but we are not able to cover this claim.  We do appreciate your feedback as it helps us improve our customer service. Respectfully,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 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.  As a goodwill gesture, we have added a onetime free service call fee onto your policy; this can be used on your next claim.   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 wish to make a public statement pertaining to this claim.I was told by email that CHW sent the replacement check in the amount of $350 on February 23rd, 2016, this is actually 30 days after the initial claim which was January 23rd, 2016.When the check had not arrive by the middle of March I called and I was told by CHW that a replacement check in the amount of $320 (CHW kept $30 to replace the check) would be mailed the next day and I will receive it within 7 to 10 business days. I called CHW again March 25th to report I had not received the replacement check in the amount of $320 and I was told by a representative that it was just mailed. I explained that the check was supposed to have been mailed on or around the 10th of March and it has been about 15 business days, the rep started stuttering. March 30th I finally receive a check for $350 (the full amount). According to the date on the check and manual postage the check was hand mailed on March 28th, 2016 right after I contacted the Revdex.com.So I called CHW to ask what happened? is this check good? or is it the one you put a stop payment on? and I was told by the manager she would call me back, that was about 7 days ago.Anyway I cashed the check and it did not bounce....I just cannot believe such a large organization puts it customers through so much BS, its ridiculous.
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/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 the evaporator coil was impacted and the blower motor was very dirty.  This was caused by a lack of effective 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 $200.00.  In agreement to settle this claim, you accepted the funds as of 10/30/2017.  Please allow 30 days from the authorization date to process before the check is mailed out. This claim has been settled and closed.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] M [redacted],We regret to hear your frustration.  We received you’re the paperwork from your technician, however, the invoice is not detailed as it does not state the diagnosis or what was repaired.  Due to your dissatisfaction, we did reach out to your technician to advise...

that in order for CHW to release funds, we would need a valid invoice.  Once we receive the valid invoice, we will release the funds to you. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

My name is [redacted] and I filed a claim against Choice Home Warranty, ID# [redacted].  I agreed to the amount of $450.00 and was not going to pay the premium anymore because my contract expired 8/16/2015 and the claim was called in on 7/26/15, which was before my policy was canceled.  I refuse to pay anymore premiums because it will be taking away from the amount that was offered to me if the policy was canceled.  I have yet to hear anything from Choice Home Warranty and would like to get paid for my washer so that I can pay back the person that I had to borrow the money from to replace my washer.Your immediate attention would be greatly appreciated on this matter.

Complaint: [redacted]
I am rejecting this response because:They have admitted that rust and corrosion are part of normal wear and tear, which is covered under the policy. Choice Home Warranty needs to repair or replace the AC unit, I will not accept anything less than this.
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 there was rust and corrosion and the system was low on Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.  You decline to get a leak test. Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  As a goodwill gesture, we offered you $350.00 towards the non-covered claim.  You accepted this offer and cashed the check on 7/31/2017.You recently spoke with a Customer Solutions Specialist and requested to cancel your policy.  At your request, your policy was cancelled on 8/31/2017.  Your pro-rated refund in the amount of $849.96 will be processed and mailed out in the form of a check. Please note that no further action will be taken on the claim, as this policy has been cancelled.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW