Bass Services, Inc.

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that the compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you did not agree. If you would like to further dispute this claim, you are entitled to getting a second opinion at your expense.  If you choose to get a second opinion, please submit the detailed invoice with the diagnosis to [email protected].  Should the outcome be different we will adjust the claim accordingly based on our policy.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

Dear Mr. [redacted],We do see that you have an agreement with CHW and you will be receiving the max amount per the policy of $1500. You will receive the CAP out pricing from per the agreement.Thank you,CHW

CHW outlines in the policy section D, Letter 4 that leak detection tests are not covered. It is not a requirement to obtain the leak detection tests from the company that was sent to represent CHW to diagnose the problem. The customer is able to provide the results of the leak detection test to CHW or the technician that has been assigned in an effort to have the problem fixed. The leak detection test is used to isolate where the leak is coming from and determine the solution. CHW needed the technician that you decided to use to provide the results of the leak detection test.   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]

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 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 were multiple leaks on the unit which resulted from a lack of proper routine maintenance.  In addition to that, there was a rusted accumulator.  Please note that the pictures we received also confirmed these outcomes.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...” Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.If you would like to further dispute this claim, please understand that you are entitled to a second opinion – at your expense.  If you choose to move forward with a second opinion, please submit your technician’s diagnosis to [email protected] for review.  If the diagnosis shows a different outcome, we would adjust the claim accordingly.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: I still have not heard from Choice Home Warranty, thanks
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This cantract had almost 2 years left on it. there was only one claim paid. 227.00. I paid 1050 for this contract. How does a company take 50% of the costs saying they followed the contract. They refused to pay for the last service fee stating "It wasnt covered under the warranty" If I had waited for their service person to show up 3 days later  they would have paid the service fee. They are just a bunch of thieves hiding under a bunch of hidden "wont pays" 
Regards,
[redacted]

Dear L[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.  This was a covered claim.  Based on the diagnosis that we received, it stated that rear tub bearing failed and needed to be replaced.  Per our policy Section Letter F, Number 16 it 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.”Our Sr. Claims Specialist advised you about the outcome of the claim, our policy, and offered $300 for the buyout.  You were not satisfied with this offer.  We strive to provide the best customer experience, therefore we increased the funds to $400; you declined this offer. As a goodwill gesture, we will increase the funds to maximum buyout amount to $450 to go towards a new unit.  To accept this offer, please contact us directly at 1-800-233-0172, Monday-Friday 8am-8pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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]Please understand that any “services performed without prior approval” (purchases, installations, etc) will not be reimbursed, per our policy Section Letter C, Number 3.  We have offered you the amount you paid for your policy, minus the amount of authorized claims, however you declined this offer. At this time, there is nothing further we can do to assist you. Regards,CHW

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]

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] I apologize that you have been receiving solicitation calls. I have sent a request to have your name and all information removed from the distribution list.   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. 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

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]   CHW billed you two payments of $349.12 for the policy. One payment was credited on 8/1/16 and another on 8/31/16.  In accordance to the policy section Letter L, which 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. CHW also made an attempt to provide a goodwill gesture and assist with $200 towards repairs but the offer was declined. At this time the policy is canceled in accordance with the policy.   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]

[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:  Dear Choice Home Warranty, Please look up the Samsung Manufacturer's recall for yourself for my machine. The recall IS NOT related to the issue I am having. The recall was related to some machines opening while being in use. It was a safety issue and NOT a failure to spin and engage through the cycles.If the "heavy blankets" was an observation made by technician Maurice from [redacted] then that is a LIE. That technician is not mentally stable and repeated to me over and over that "HE IS THE TECHNICIAN and I need to listen to him. " He also told me the issue was the "sensory board or computer and also told me that he knows Choice and they are an insurance company and I would get more money by going through Samsung. I was not aware of the reason for the recall till I called Samsung, who told me that the recall has nothing to do with my issue. That technician is more concerned with keeping his contract with you than speaking the truth for the customer.  The second technician you sent out observed the machine not spining as well as taking in water doing the spin cycle. I have 2 videos of this and I also left the clothes in the washer so he can see for himself. I can send you the videos so you can see that the machine was NOT overloaded.  The washer should be covered as it was normal wear and tear. I was willing to take $500.00 when I spoke to Arkim, the Choice manager. My machine was around $800.00. I was willing to make  a compromise with Choice but he said he can't offer more than $300.00.  What am I supposed to buy with that? You should cover the entire cost to replace my washer, and not a partial cost and give me the excuses you just provided. Do the right thing for your customers, Choice. I  will accept $500.00 (and  no less) as a gesture, of cooperation and good will.
Regards,
[redacted]

CHW apologizes, however, CHW is not able to provide payment of any invoices of accounts that are not active. This policy has been canceled. If the second opinion has been brought to the attention of CHW prior to canceling the policy, it could have been reviewed.   Regards, CHW