Bass Services, Inc.

Dear Patricia HarrisonOur 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, I do see that your unit was not covered due to sever lack of maintenance, the pictures that were sent to CHW showed us that the unit was not properly maintained.  There is dirt and debris in the unit and the coils are dirty as well.  CHW did offer you a goodwill gesture of $250 towards this claim but you failed to mention that the property was not occupied.  Per our policy, we will not cover a claim for a home that does not have people currently living in the space.  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.We will still stand by our offer of the goodwill gesture of the $250 that we have authorized already since you did accept but we are not able to assist with more towards this claim.We do appreciate your feedback as this does help us with our customer service and service providers.Best 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 condenser fan motor locked up and needed to be replaced.  Your policy effective date was April 28, 2017 in which you stated that your system stopped working the morning of April 28, 2017.  The failure of your condenser fan motor locking up would not have happened in the short lifespan of the policy.  Per our policy, Section Letter F, Number 1, we do not cover any “known or unknown pre-existing conditions.” Our Sr. Claims Specialist advised you about the outcome of the claim, and in response to your dissatisfaction, you were offered $100 of goodwill funds to assist on the non-covered.  You declined this offer and requested to cancel your policy.  Please refer to Section L of Cancellations in our policy, as you were not entitled to a full refund.  This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for: 1. Nonpayment of contract fees; 2. Nonpayment of Service Fee, as stated in Section III; 3. Fraud or misrepresentation of facts material by You to the issuance of this contract; 4. Mutual agreement of Us and You. 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.  All cancellation requests must be submitted in writing.   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: I was not told about the $500.00 cap on pool and the 30 day delay for the full warranty to go into effect.In the future you should train your sales personal to disclose all of the warranty delays and repair caps to prevent this from happening to other perspectivecustomers.
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 apologize that you stated the technician misdiagnosed the system, he reported to us that the evaporator coil failed due to rust and corrosion.  He stated that there was a leak as well.  You advised us that the technician took pictures along with a video and upon review that is what we did see.  You also stated that the technician left the screws out but you had your own technician come and diagnose the system who stated it was a $3 part.  The diagnosis that we received by you per the second opinion was that there was a drain line stoppage and we did inform you that this would be considered maintenance which CHW does not cover. Per section F. Limitations of Liability #12. Since you had a complaint against the first technician, it is documented in your file with CHW not to send that technician back to your home.  Also, per our policy Section F. Limitations of Liability #19 states that CHW is not responsible for the technician’s negligence. CHW did add a onetime free service call fee to your policy for the inconvenience however we are not able to send the technician back to your home to place screws back into the system since this was a non-covered claim.  You however can reach back to the technician if you would like for him to come back and replace the screws.  Please note that the leak test confirmed that there was a leak in the unit that was caused by rust or corrosion. Per our policy CHW does not cover failures due to rust, section F. #1. You are welcome to provide us with a different diagnosis to [redacted]  Since leak detection tests are not covered but it was needed, CHW would not be able to reimburse for that test.  Again, you feel that it was not done properly you can reach out to the technician and speak with him about receiving those funds back.  The service call fee and the test for leaks, those funds do not come to CHW, they are paid to the technician. We have provided a goodwill gesture to reimburse you for the service call fee for your next claim. We do regret your frustration with this claim; however we are in 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 this resolution is satisfactory to me. I am out of town but have received the said paper and have to get it signed and notarized - but I ALSO want to say it was NOT before I was able to use the policy - the 30 days had expired and we didn't get into the house till the day I called which was past the 30 days which is WHY I bought the policy the way I did - but no matter, I will take my money back and get the signed paper to you when I am back in town
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 processed in accordance with the policy as outlined in section Letter F, Number 12 due to lack of maintenance. Although not a requirement, we invite you to send in your maintenance records for review and perhaps a more favorable outcome of your claim. You can submit this information to [redacted].   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear T[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].   Please accept the apologies of CHW for any miscommunication or confusion. You should expect a member of the team to reach out to you today to resolve this issue.  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]
* Please accept the apologies of CHW for the issues you have endured with this claim. As indicated in the policy, section Letter F, Number 19 “You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance”. However, in an effort to assist and expedite the claim, CHW did make calls directly to the service provider to obtain the needed information and updates. The information provided to CHW was that there was a leak detection test conducted and based on the results of the test the condenser coil was leaking. This was due to rust. In the terms of the policy section Letter F, Numbers 1 and 8, CHW is not responsible for repairs related to rust and corrosion which is why the claim is not covered.   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 this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The assigned ID [redacted], [redacted] [redacted].  I need to inform you that the complaint in regards to Choice Home Warranty has not been resolved.  Choice Home Warranty has not made any attempts to contact me.  I have tried many times to get in touch with them and they are not complying. I've called  the Customer Solutions Department  at ###-###-#### and I was on hold for over 30 minutes.  I then decided to call their ###-###-####.  After approx. 15 minutes holding I would get a customer service representative and I would ask to be transferred to the "customer Solutions Department and I would be placed on hold.   After being on hold for an additional 10 minutes or more another customer service representative would ask me for my account number and it's all repetitious and was never transferred to the "Customer Solutions Department".  Its all a game.  It's just wrong of them to take customers money and give "us" consumers the run around.  This is abusive and criminal.  Choice Home Warranty needs to be stopped and shut down once and for all.  This case has not been resolved.  Thank you for your time and hope to hear from you soon.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The rules and regulations were not clear.  The first time I had a claim was within the 30 day period and I was not informed of this.  As a matter of fact the supervisor I spoke with informed me that a cancellation would result in the loss of a portion of the money as well as an administrative fee for cancellation.  I had to pay the fee to have the appliance fixed and it wasn't until I TRIED TO CANCEL THAT THEY SAID THEY WOULD REIMBURSE ME.   AT NO TIME DID THEY TELL ME I WAS ENTITLED TO A FULL REFUND.  So rather than lose a substantial amount of money I stayed with them in hopes that they might redeem themselves in the event there was another issue.  
Regards,
[redacted]

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

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that 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.We strive to provide the best customer experience, therefore as a goodwill gesture, we have added a onetime free service call fee. 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 offers reimbursement when customers would like to use their own technicians. This process requires prior authorization for reimbursement as indicated in section Letter C, Number 3 which states “we will not reimburse for services performed without prior approval”. However, please complete and submit the reimbursement forms that have been sent to you. If this is a covered claim, we will cover the claim at CHW rates. However, please note as indicated in the policy in section Letter D, Number 8, faucets and fixtures are not covered.   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 this resolution is regretfully unsatisfactory to me, however please close this claim # [redacted] 
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.  This was a covered claim.  Based on the diagnosis that we received, it stated that there was a bad breaker in the panel along with a bad GFCI in the kitchen which needed to be replaced.  The technician did make this repair on 9/17/17.  If this repair is still not functioning properly, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.Please be advised that you did place a dishwasher claim in which we dispatched a technician, however, you did not schedule an appointment.  CHW never received a diagnosis for your dishwasher nor did we approve the purchase for a new dishwasher.  Per our policy, Section Letter C, Number 3, CHW “…will not reimburse for services performed without prior approval...”  Therefore CHW will not reimburse the funds you paid for your dishwasher.  If the technician did advise you to purchase a new unit, you may contact him at [redacted] at ###-###-#### to dispute those funds.  Please see our policy, Section Letter F, Number 19, where it states that CHW is not “…not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance…”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

Dear [redacted],We regret to hear your frustration.  Please understand that your claim from May 22, 2017 was not covered due to pre-existing conditions.  Based on the diagnosis that we received, it stated that unit was missing Freon and there was failed run capacitor.  You did...

advise that the last time the unit was working in January of 2017, which predates the start of your policy.  Please submit the proof of repair to [email protected] for review.  We did receive your invoice for the purchase of your new unit.  Please note that CHW did not authorize this purchase.  Per our policy, Section Letter C, Number 3, CHW “…will not reimburse for services performed without prior approval...”Although you are not entitled to a full refund, due to your circumstances, CHW will honor you with a full refund if you choose to cancel your policy.  Please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST if you choose to cancel your policy. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,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 www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that there was leaking at the bottom of the tank and needed to be replaced.   Per our policy, Section Letter D., Number 6, CHW does not cover the “...main, holding or storage tanks…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  We strive to provide the best ustomer experience, therefore we offered you funds in the amount of $200 as goodwill gesture to assist you on the non-covered claim.  You accepted this offer.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:My check never arrived. There was no indication in a case like this I had to wait 90 days for a reissued check without a $30 penalty. I want a new check reissued with no deduction. I was also told that service would be within 72 hour of lodging a claim not 20 day . Choiice responded just like they did to me giving me a run around and no satisfaction.I want to speak to someone from Choice with authority to solve my problem. Or I want my fee and $350 dollars back.Their rating on the Revdex.com reviews are terrible.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I want to know how much longer will my wife and I have to suffer in the heat with no A/C. This company keeps saying parts have been on back order for over a month, their customers are suffering! It says in the CHW handbook if all parts cannot be ordered then the unit will be replaced. It seems like they are prolonging in order not to give us a new unit but in the process we are in the hot Texas heat! We have been without long enough! It is written in the benefits handbook that if unable to repair, replacement will be preformed.  If waiting for replacement parts is taking this long then CHW should just replace the unit. As a veteran still in the process of recovering from surgery and my wife having a chronic illness we need some help please. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: As previously stated your firm does not practice in Good Faith.I was initially told my claim was denied due to lack of service; this was after the $60 service call was paid and [redacted] was dispatched and had met with my step father.  How CHW made the decision that my unit was not serviced without asking me, "the homeowner" still is not clear. I, later that same morning, disputed that I had my unit serviced and had receipts at home.  I was told to either scan the receipts or fax them to which I did.Based on CHW denying my claim on these false pretenses I called a service company whom had serviced my unit in the past.   I had left work to meet a new technician at my home.  He went over the repair and stated the damage was not due to lack of maintenance.  Due to the higher cost associated with this company I called [redacted] to see if he could repair the unit same day; they agreed to do the job.  [redacted] was compliant and cooperative.  Upon arrival he had all the parts and repaired the unit accordingly.  It was again re-affirmed the damage was not caused by lack of service.I spoke with at least two representatives at CHW and I was advised at that time CHW would refund my service fee of $60 but would not cover the claim.  I specifically asked "why is that" the response repeatedly was because I did not have the unit serviced.  I did have the unit serviced and receipts emailed to CHW; receipt confirmed with a CHW representative on the phone with me.  I was told that CHW would review the receipts and call within an hour.  I received a call within 15-minutes and the claim was still denied due to lack of service.  In addition, furthermore I was told by CHW it was because a 19-pt inspection was not done.  This is 19-pt requirement is not listed anywhere in the warranty contract.  Regards,
[redacted]