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, your policy began on 5/4/16 and you placed the claim for your AC System on 5/31/16. Based upon your statement, we understand that you had no other option but to place the last date that you remembered it working. However, per our policy Section A. Coverage #3 states that all units must enter the policy in proper working order. CHW does not require an inspection of the home because we trust customers’ to read the policy and follow the guidelines. We expect that all units to be properly maintained and for all units to enter the policy in proper working order. If your unit stopped working the day that you placed the claim, it still did not enter the policy properly.
We have placed a request for our cancellations department to contact you as soon as possible. We do apologize for the long hold times; we are experiencing high call volume.
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: you are not complying with what your technician reported and that is there was a system failure, but not due to lack of maintenance." You're quoted guidelines per the contract are merely a way for you to get around paying claims that you should...but a contract is a contract so fool me once shame on me.  I will ensure that I take my business elsewhere once this contract ends.
Regards,
[redacted]

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]

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 one for the icemaker and per the policy that you have had that is not a covered item. CHW provides you with 30 days prior to the start date of the policy to ensure that you understand what is covered and what is not.  You are allowed within this time to cancel the policy for a full refund, after the start date you then are subject to a pro-rated refund plus an administrative fee. CHW as stated above provides the policy online for anyone to view.  As a customer we mailed you a hard copy of the terms and conditions before the policy began and we also emailed the policy.  As always you can log onto the customer account center and you can view your own personal policy by placing your email and policy number.If you would like to cancel your policy, please contact our Cancellations department and please read Section L. Cancellations as this is how the process would go.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   A review of all of the claims in question show that the claims were processed accordingly. Claim [redacted] was for the Pool Spa. The diagnosis CHW received was that there was mud on the bottom of the pool, the grids had crushed manifolds and cracks and there was pressures from the blockage of dirt which caused the valves to crack and give out. Section Letter F, Number 12 indicates that this is not covered due to lack of proper routine maintenance. Documents were received to support that the pool was maintained, however the documents that were received by CHW didn’t indicated that there was routine maintenance and there was nothing on the documents to show what work was completed or what the payments were for. There were no maintenance records sent.   Claim [redacted] for the Pool Spa was a covered claim by CHW in which a payment was made directly to the assigned technician. A claim for the oven stove cooktop in which the burner wasn’t working was claim [redacted]. The parts that were required for the repair were no longer available and the unit couldn’t be repaired. As such, in accordance with the contract, CHW provided a payment to assist towards a purchase of a new stove. Section Letter F, Number 19 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. We reserve the right to locate parts at any time”. Additionally, Section Letter F, Number 16 states, “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”.   Claim [redacted] for the Pool Spa for the main pool pump wasn’t covered as CHW doesn’t cover repairs related to known or unknown preexisting conditions. The effective date of the policy was 10/16/15 and this claim was placed on 11/14/15. However, in the interest of customer service, CHW provided assistance with a goodwill payment in the amount of $300 to assist with the repairs of the non-covered claim.   Claim [redacted] for the air conditioning unit that wasn’t cooling was also processed properly. Based on the diagnosis received from the technician the coils needed to be replaced and there was rust and corrosion. Section Letter F, Number 1 of the policy indicates that rust and corrosion aren’t covered under the policy. As a result this claim wasn’t covered.   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]

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]

[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]

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'm contacting you in reference to the pool as well as if I choose to cancel, what my refund would be. Its very clear if you look at the correspondence. Also, I did not spell it incorrectly. I responded directly to the email you sent me. Furthermore, once it bounced back, I emailed Tamar and stil have not received a response from her.
Regards,
[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 http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your policy that you have with CHW, you have had the following claims that we have approved:Claim # [redacted] for your Plumbing System in the amount of $100.00Claim #[redacted] for your Heating System: in the amount of $350.00Claim #[redacted] for your Plumbing System in the amount of $375.00I do see that you have placed a claim for your dishwasher, claim # 5[redacted].  You we did advise you that you are more than welcome to have your on tech come to your home providing that they do not do the work and call CHW with the diagnosis to receive authorization for any work that would need to be completed to ensure that it is covered under the policy.  Please note that CHW is not responsible for the technician’s negligence and also since we do offer the reimbursement option and it was offered to you but you did decline, we advised you that we would continue to look for a tech in your area that you were satisfied with.  Due to the holiday, the technician that we have available is supposed to have an appointment with you tomorrow.Please understand that CHW is not responsible for any mildew, or damage that has happened to your home within the time period that this claim was opened.  I do apologize and do wish the best of luck tomorrow with the technician that is supposed to come out to the home.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best 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]

Complaint: [redacted]
I am rejecting this response because:This is so aggravating to me. Don't thank me for being a CHW customer because right now I am not pleased. Your company is the worst and I would not recommend you to my worst enemy. And that is the truth. I never had an issue with American Home Shield but against my better judgement I choice your company because it was cheaper and the co pay was cheaper. I guess I am getting what I paid for. Cheaper is not always the best and you are the cheapest and the worse. And the only reason I am keeping your lousy warranty is because I am almost 4 months in and it wouldn't be wise for me to start over with another company because I would have to wait 30 days.  I will send you receipt for where I bought the part and a receipt for when I paid someone to do the labor. Please be advised that it is 2 receipts. One for the part and one for labor.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Any reasonable person reading this shall realize that the business is not addressing this complaint. It is excuse after excuse that DOESN'T EVEN MAKE SENSE. The company already has its own record that preventative maintenance was done in June 2016. Regardless, the burden of proof is not upon me. The company's own serviceman provided statements that our A/C unit IS properly maintained. In addition, the company's own serviceman has provided a report that the A/C damage HAS NOTHING TO DO WITH MAINTENANCE. This is a small problem that these folks must be willing to turn into a major issue. All choices have consequences. 
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 P[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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim for your Heating System, we show that the technician stated that the unit was in poor condition, the blower motor was running off balance and runs against the blower housing.  He stated that there was water sequencer switches and rust build up as well.Per our policy, Section F. Limitations of Liability #12 states that CHW does not cover failures that are a result of a lack of proper routine maintenance. Had there been preventive, routine maintenance these failures would not have happened. You chose to cancel the policy you had with us and we did advise you that we would be able to assist but we would not be willing to cover a claim that is non-covered per the terms of the policy.  Since we would not cover the entire claim, you chose to cancel. We did advise you that the monthly payment of $52.00 would stop.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.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. Upon review of your claim, we do see that the unit was stated to have a leak and in order for CHW to process the claim in full, it was stated by the technician that a leak test needed to be completed.  Per our policy, we do not cover leak detection tests and we are not able to process a credit to you for something that was paid to the technician.  However, we are able to provide you with 2 free service call fees which is the value of $90.00.If you would like to accept our offer, please contact us at ###-###-#### and you can tell our customer service department that you do accept our offer.I do apologize for not being able to return your call, our policy does allow me to have 30 days for review.  All calls and or emails are responded within the order that they were received.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,Tracy MCHW

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. Upon review of your policy, we do see that you placed a claim for the refrigerator and we did receive a diagnosis that the door hinge was bad causing the unit to not seal properly, this created too much heart into the unit, per our policy Section D. Coverage #3 states that we do not cover door hinges.  The hinge failure caused the board to malfunction which is considered secondary damages. Per section F. Limitations of Liability #19, CHW does not cover failures that are secondary.  The technician also advised that the coil was clogged, per our policy Section F. Limitations of Liability this is considered to be a lack of proper maintenance. We did offer you a goodwill gesture in the amount of $150.00 plus the one free service call fee added to your policy which you declined.We are offering to provide you with a full refund of $120.00 to be sent back to you however you would have to contact CHW at ###-###-####, sign an agreement in order to receive a refund in full.  We are not able to provide you with a credit for the service call fee back in cash due to the fact that it is a requirement for the technician to be paid by the customer and we do not reimburse for that as it is stated in our policy.If you feel that the technician made the unit worse than what it is, we ask that you contact them back.  Per our policy, Section F. Limitations of Liability #19 states that CHW is not responsible for the negligence of the technician. We will be happy to assist you with the phone number of that tech.  If you are interested in any of these offers, they are documented in your claim and you can contact us and we will provide you with whichever you chose to do. Again, our number is ###-###-####.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]   Section Letter L, Number 4 of the policy states, “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 CHW”. As a result, once you requested to cancel the policy, you received a pro rata refund, less the administrative fee and the fees that were paid for a claim that was placed and covered on 3/18/16 for the water heater in the amount of $90.00. Upon processing the cancellation request, it will be calculated properly.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

If there was an issue with the technician that is something that can be handled with the technician. The diagnosis received by CHW was that the failure was with the Thermal Expansion Valve. CHW received a report from you from your technician that didn’t report a restriction however, the unit was missing all of the Freon due to a leak from the Thermal Expansion Valve which indicated that it needed to be replaced and that the system needed to be recharged. However, as stated to you, this is something that is not covered. At this time, the policy is no longer active with CHW. Regards,CHW