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 [redacted].   Upon review of your claim it appears that your claim as handled in accordance to the policy section Letter F, Number 12 which 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”.  The compressor on the unit seized up and would no longer start. This type of failure is caused by a lack of proper routine maintenance. Although CHW doesn’t require that customers provide records indicating proper routine maintenance, you are invited to share this information with CHW to demonstrate that the unit has received maintenance in accordance to the manufacturer’s specifications for a review of your non-covered claim. As a goodwill gesture CHW has agreed to assist with the repairs costs by providing $500 towards the non-covered claim. If you would like this assistance please call the customer service team at ###-###-####.   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 has been noted that the claim was processed in accordance with the policy, section Letter D, number 8 in which repairs of baskets and strainers are not covered. However, in a good will effort we would like to offer you a free Service Call in which you would not have responsibility for the $45 service call fee. If you would like to take advantage of this please call our customer service team at [redacted]   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 you were provided with the funds in lieu of repair for the dishwasher as it is stated in Section F. Limitations of Liability #16 “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.”
CHW provided you with the amount that we would have paid for the repair of the unit to assist you with the purchase of a new unit.
We urge all customers to review the policy once they have decided to purchase it. We do provide 30 days before the coverage begins for you to review and if you disagree, to cancel with a full refund. Once the 30 day grace period is over, we do assume that the customer did their due diligence and reviewed the terms and conditions that are in the policy.
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], Mba,   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].   Although CHW hates to lose you as a part of the CHW family, it appears that at your request your policy has been cancelled in accordance with the policy as outlined in section Letter L, Number 4. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us.   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 still have not heard from Choice Home Warranty, thanks
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] 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 internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  In addition to that, the condenser was found very dirty.  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...”  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  In attempt to dispute the claim, you sent your maintenance records for review.  After reviewing the records, it was found that they were not maintenance records: One was for a previous repair and the other was an invoice for the furnace.  As goodwill gesture we offered you $200.00 to assist you.  You accepted this offer and your check was mailed and then cleared on 9/26/17.Your policy expired on 10/4/17, therefore no further action will be taken. 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 that your claim was processed in accordance to the CHW policy section Letter F, Number 12 which 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. Initially there was a misdiagnosis of the unit, however, there was a corrected diagnosis submitted that indicated the compressor was shorted to the ground which caused an internal failure. This is a result of lack of maintenance. CHW doesn’t require that customers submit maintenance records to demonstrate proper routine maintenance, however, customers are invited to submit the records to be reviewed. Although you do not have the maintenance records for the past three years, perhaps you can ask the company that provided the service to provide you with copies of the records. Many companies have provided this information. In the event you would like to share this please send it to [redacted] and include the claim number. Your claim will be reviewed in hopes of a more favorable decision.   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 that your claim was handled accordingly. The claim was placed on 7/18/16 and Hometech HVA and Appliance Repair was assigned to the claim. As outline in the contract you were provided with their name and telephone number via an automated voice message as well as email. We did reach out to the technician after you sent an email indicating that you had not be able to successfully reach the technician. We also received an email containing profanity about not leaving a message or the email going to spam. Unfortunately, there is no way to determine which emails will go to spam, however, it is sent to our customers as for many of them, email is a preferred way. There were several emails sent to CHW containing profanity and the team has been working to get the issues resolved. As you don’t have time to answer the phone throughout the day as indicated in your email, it was thought that email may be a preferred way. We don’t want to place you on the marketing list to ban CHW from contacting you as you will not be able to receive the emails we are sending in an effort to reach you throughout the day. If you aren’t able to answer the phone throughout the day and don’t want to be emailed please call our customer service team at 1-888-531-5403.   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: Myou account is not $72.00 past due. I have the credit card statement to show that the amount was charged to my [redacted] on May 9th, 2016. The next payment on June 9th was rejected because I stopped the payment due to the lack of choice home warranty doing their job. Why would I continue to pay on a policy that does not pay on their claims? When the company offered the $495 I told her that I had wanted at least that, and maybe even my premium back, that is when she refused to speak to me any further. She said the cancellation department would contact me and that was 2 weeks ago. No one has contacted me. I would like to know how the inside techs could determine that there was a lack of proper maintenance when they did not see my unit. And the tech that actually came says that it is due to old age of the unit. I would like to see some type of report that verifies why the claim was denied and how it was determined. I would also like a detailed account history, as your company to claims it was not up to date, and at the time, I have detailed records that the account was paid in full as of the end of May.  I want these documents and a full refund of my policy.
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 you placed this claim a little over a month after the policy began.  We see that the technician stated that the unit was missing the Freon and that after the leak test was completed a leak was found in the evaporator coil.  This leak was due to rust and corrosion.  Per our policy, F. Limitations of Liability #1 states that we do not cover failures due to rust or corrosion and it also states that we do not cover failures that are known or unknown pre-existing conditions. We see that you have cancelled the policy and CHW did provide you back a months coverage.We do regret your frustration however with the diagnosis that was provided to us, CHW is in full compliance of our policy.Regards,CHW

I do apologize, you should not have contacted CHW for any maintenance to be completed on your unit.  CHW is only to be used for repairs for units that come into the policy in good working order. Your policy was active for one day and you called into our office and we explained that we would not be able to dispatch a technician for repairs or maintenance.  The following day, you entered your own claim online and a tech was automatically dispatched to you.  Once the technician came to your home, you are responsible for the service call fee and they did determine that the unit had a bad compressor, also was out of Freon.  Per our policy as previously stated, you must come into the contact with your unit in good working order.  Please see 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, CHW does not cover any known or unknown pre-existing conditions. Per Section F. LIMITATIONS OF LIABILITY 1. 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.Being that your policy started on 05/07/15, your first claim was on the 6th a day before the policy started and the second on the 8th the day after the policy started; clearly shows CHW that you did not come into this contract with your unit in proper working order as this failure could not have happened one day into the policy and a day before the policy.I do see that you are no longer with CHW and do apologize that you had gone through this frustration with this claim.  We do have our policy as stated online and we did mail you a copy for your convenience. At this time, there would not be anything that CHW could do for your claim.Thank you,CHW

[redacted],
Per the technician from Desert Star Air Conditioning the unit had a leak and it was caused by rust. Per our policy, Section F. Limitations of Liability #1 & #8 both state that we do not cover failures that are a result of rust. The unit was low on Freon and this was why the leak detection test was needed. Per the policy, Section D. Coverage #4 states that we do not cover the tests.
Per the accusation that CHW does not cover claims if falsely stated. CHW covers 80% of all claims submitted to us. We expect our customer’s to read the policy before the start date. You are provided 30 days prior to the start date to review the terms and conditions and ensure that all units in your home are in proper working order. If you had done so before your policy started on 5/17/16, when you placed your claim on 6/4/16, you would have known that there was an issue with the unit and would have then come into the policy with a properly working unit.
Since this claim is not a covered claim and since you clearly do not agree with the coverage that you have chosen to purchase; CHW is offering you a full refund of the policy that you purchased.
If you would like to accept the full refund of the policy ($375), please contact us and we will provide you with the proper paperwork that we would have to have signed in order to provide the full refund rather than a pro-rated refund as stated in Section L. Cancellations.
Thank you,
CHW

It is not tankless water heater. It's a dual purpose systm used for heating home. They didn't fix the electrical circuit breaker issue too.

Complaint: [redacted]
I am rejecting this response because:The company advertises in good faith to make repairs and coverage on system including the protection of HVAC products; however, the protection does not cover most of the issues that would occur on a typical system. By there own advertising, they are in dispute with what they claim to protect and what thy will actually cover. Further proof of this is provided in the company's recent payout to owners of there policy in the past who had claims rejected for similar issues. The product they are providing provides none of the protection they claim to provide for system failures. They have further demonstrated a lack of good faith to protect a homeowner from faults that occur in a home. They are in essence claiming to provide a service that would not cover the issues at hand.
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

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.

This is untrue because I sent receipts the next day and I have the email to prove it. The determination by Choice was Lack of proper maintenance without even asking me if I maintained the system or if I have proof, I was the one who asked if I can send the proof, I know that because this was a costly fix they denied it, now even lying that I did not send any receipts.Shame on you Choice, I will be cancelling my membership.

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 that your claim was processed in accordance with the policy section Letter F, Number 19, which indicates CHW is not responsible for repairs due to secondary damages. CHW also received information that the vent for the unit was clogged which caused the unit to overheat and cause further damages. The claim was partially covered however and a payment in the amount of $129.37 was sent to the technician.   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]

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 started with CHW on 5/28/15, I see that you placed a claim for your Air Conditioning unit on 6/10/15; 13 days after the policy began.  Our technician diagnosed the unit and stated that it was “shorted to the ground.”  There are a few ways that this can happen all of them are not covered under our policy.  Also, they all cannot happen within the 13 days that you have had your policy.1. A lack of proper maintenance2. Power surge3. Act of God, meaning storms etc.4. Acid5. Rust or corrosionPer our policy 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)8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.Also, Section A. Coverage3. 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.Lastly, you are more than welcome to be released from the policy that you have with CHW.  Being a monthly customer, you just have to contact CHW or you can advise me and I will cancel the policy for you.  You are not entitled to a refund since you made one payment of $44.58 and we have paid out $115.00 for the policy already.  Even if we didn’t pay for anything of the policy, monthly customers would not have a refund due to the fact that you are paying each month for your coverage rather than paying up front for one.Please advise us of your decision, as stated this is not a covered claim and we are unable to process it as such.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