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 was processed in accordance with the policy section Letter F, Number 8, which indicates CHW is not responsible for repairs due to rust and corrosion.   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 policy, we see that you placed a claim with us on 11/22/15 for the heat pump and this claim was not a covered claim.  There was no proof that this was ever fixed either. However you placed a claim on 4/24/16, stating that the heat pump was making noise and now not cooling the upstairs. Our documentation reflects that this unit had a compressor that seized up and it was due to a lack of proper routine maintenance.  When asked you for the maintenance, you stated to us that you do the maintenance yourself.  We did explain that per the manufactures specifications, this is not proper maintenance.  Proper routine maintenance has to be done by a licensed technician with the correct ACCA form.  Once this was stated to you, you then told us that you had a friend preform illegal maintenance on the unit.  The diagnosis that we received stated that the compressor had seized, this unit lacked proper routine maintenance and if you could provide to us the proper records of maintenance, we will review the claim.  Also, we would need to see the previous claim’s invoice showing that you had this issue fixed.   We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy. Regards, CHW

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

Complaint: [redacted]
I am rejecting this response because: Company didnt offer to pay for leak test as courtesy thats a lie. They offered a free service call for next claim. Which is $75. If the leak test was going to be covered then why would I cancel?  You all didn't want to fix the AC and that is how you didnt honor your contract.  
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 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 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

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

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

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 www.choicehomewarranty.com/useragreement. In review of the policy, it shows that you purchased the Total Plan Coverage for one year in the amount of $425.00 on June 1, 2017.  This coverage became effect on July 1, as our policy states in Section B of Coverage Period “Coverage starts 30 days after acceptance of application…”Based on the diagnosis that we received, it stated that the basket shaft was broken in half and the spin tube was bent.  Based on the time you stated the unit failed, which was July 3, 2017, this failure was determined as pre-existing as the failure would not occur in the short lifespan of the policy.  Per our policy, Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions.As a goodwill gesture, we will offer you a onetime free service call fee for your next claim.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.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 a resolution has been reached.
I requested to cancel my Choice Home Warranty and have received a refund. 
Regards,
[redacted]

From: [redacted] [mailto:[redacted]] Sent: Tuesday, May 31, 2016 11:14 AMTo: Revdex.com <[redacted]>Subject: Re: You have a new message from the Revdex.com of New Jersey in regards to your complaint [redacted] Attn: [redacted] This email is to clarify my response of acceptance of Choice Home Warranty's (CHE) offer for claim ID [redacted] - I am accepting their offer of the refund of our policy premiums for the current coverage period since we had to replace the heat pump on 24 May 2016 as it had a complete failure while we waited for CHW to respond to our appeal of their rejection of our claim. Please let me know what the next step is and when we can expect the refund. We appreciate your assistance, feel free to contact me if you have any questions. r/[redacted]

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. 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

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]

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: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 our web site at [redacted] We do regret that the technician did not follow the proper protocol however we have spoken with the technician and he does understand that he is not to contact you for any type of payment.  He understands that he went against the policy and completed the work without your authorization and ours. We also regret that you chose to cancel the policy with us, however if the technician does contact you, you can advise him that he was not authorized to complete the repairs.  CHW did not sign off on this repair since an authorization number was not provided to him and since you stated that you did not sign anything, you would not be obligated to pay either. This is completely the technicians negligence for not reviewing the agreement that he had with CHW.  This technician is no longer a vendor with us, as we do not want this to happen again. We appreciate your advising us and your feedback.  We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.   Regards, CHW

The information that you were provided regarding normal wear and tear being covered is true. This is also indicated in the policy, section Letter A, Number 2. CHW is responsible for repairs related to normal wear and tear. In accordance with the policy, the claims are not covered. CHW values all customers and regrets the loss of any customers, however, if you desire to cancel the policy, please call the customer service team at ###-###-####.   Regards, CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted] Upon review of your policy we do see that you placed a claim for your garbage disposal and your plumbing on 2/15/16, less than a month after the policy began. We do see that CHW did cover the repair of the garbage disposal however we did not cover the claim for the plumbing system.  It was stated by the technician that the whirlpool bath tub motor had failed; this failure could not have happened within the amount of time that the policy had been in place.  This failure takes longer than 24 days to happen, it takes years for the motor to have failed.Per our policy Section A. Coverage #3 states that all units must enter the policy in proper working order.  It also states in Section F. Limitations of Liability #1 that we do not cover any failures that are pre-existing to the policy’s start date.Also, we have listened to the call that you had with the manager and he did not advise you that the last claim was $500 +, the last claim that you had, CHW paid a total of $319.66.We do see that CHW did offer you a goodwill gesture in the amount of $200, 00 to go towards the repair or replacement of the failure. We do see that you had declined the offer and CHW did not send the check.We do ask that you review the policy Section D. Coverage #8 Plumbing.If you do want to cancel the policy, per Section L. Cancellation is what you would be responsible for.  This is an administrative fee of $50 and would be provided a pro-rated refund.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

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