Bass Services, Inc.

We are very sorry that you disagree with our policy, I do see that you have cancelled your policy with us and we gave you a goodwill gesture of a month payment back in the amount of $40.41.  CHW normally does not offer money back for any monthly customer if they chose to cancel their policy with us. Our roof coverage is as stated in our policy as Limited Roof Leak coverage, we would not cover the amount that you had covered.  Also, your AC claim was not a covered claim again, due to the policy restrictions.  We do not cover rust or corrosion, if you are in Houston or anywhere else in the world. Rust or corrosion are not covered in our policy.We are sorry that you did cancel your policy and we wish you the best of luck with your future home warranties. Regards,CHW

Dear [redacted]CHW has a contract with our technicians and once they invoice for their work, they are paid accordingly.  Our system shows that they authorized and they are paid according to their agreement with CHW.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: I don't know what $75 claim was paid. That's not correct. Actual claim was for $257.40 for repair - parts, freon and labor + $75 for leak detection. I understand the leak detection is not covered but it should cover $257.40 which I paid from my pocket. The whole claim was denied just base on leak detection fees. Also I don't know why $75 was paid to service provider. That shouldn't have been paid. As per the contract this claim should have been approved and paid. So I would request you to reimburse $257.40 to me and also ask service provider to refund $75 as I paid $75 leak detection from my pocket.
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 Upon review of your policy, we do see that this is the second time that you had renewed with CHW.  The first coverage began on 11/6/14, and you renewed with us on 12/6/15.  Also, prior to signing up with CHW, you are provided 30 days to review the policy and the terms to ensure that you understand the agreement.  Within this time period, if you disagree with the terms of the policy, you are permitted to cancel with a full refund.  However, you are choosing to cancel the policy after you had a claim that was not covered.CHW has not changed any verbiage in our policy; it has always stated that the tank itself is not a covered item because the tank is not a mechanical component. The tank is a holding vessel for the water.  CHW covers the heating elements for the tank to heat the water.You had chosen to cancel your policy on 3/24/16, and CHW agreed to allow you to do so.  Per Section L. Cancellations this must be a mutual agreement and we did provide you back a refund of the pro-rated amount of $286.00.  You were charged an administrative fee of $50 as it is stated in the policy and were not charged for any claims paid.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

You stated that the tech ordered a part and never placed it into the  unit a relay, that is a lack of maintenance. Knowing that the unit needed something for a repair and not having it completed from 2014 is not proper maintenance.  CHW requires all units to be maintained per the manufacture specifications. Also, we do not cover any known or unknown pre-existing conditions. You are telling us that before you had your policy with CHW that a tech was supposed to place a part into the system but he didn't.We do regret your frustration and understand that this is difficult but CHW cannot cover a claim that is strictly against our policy. Regards,CHW

Dear [redacted]We have received your records and have submitted them for review.  Once the information has been reviewed, we will contact you. 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].   The claim that was placed was processed per the policy. The compressor of your unit failed due to the internal windings shorting to the ground. This failure occurs from the compressor overheating, damaging the internal windings and shorting the compressor. According to section Letter A, Number 2, CHW is only responsible for repairs related to normal wear and tear. This is not considered normal wear and tear. However, you indicated in a conversation on 8/29/16 that you would be obtaining a second opinion at your own expense and would be reaching out to CHW for a review. Once you have obtained the second opinion please have that technician call CHW to provide the diagnosis for a review of your non-covered claim. Please call the team at ###-###-####.   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:  Two different technicians, the second technician was of CHW choosing, told CHW that there was no rust or corrosion on the unit and it had been properly maintained.
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 http://www.choicehomewarranty.com/user_agreement.php.
CHW provides our customers’ with 30 days to review the policy and ensure that they have reviewed the terms and conditions. If you disagree with the terms and conditions of our policy, then you are able to cancel it before the 30 days. However if you chose to keep the policy, it is understood that you have read the terms of the policy and understand that all units must enter the policy in proper working order, you understand that all items, units and appliances have exclusions. Our policy was sent to you before the start date via email and mail and as it is stated above, you are able to see it online. CHW does cover failures that are located in the policy as covered and as stated in Section D. Coverage #7 states, we do not cover failures that are caused by power surges.
Anytime a claim is placed and a service provider is sent to your home, you will be charged a service call fee. The customer service department are not made up of technician’s and do not know if the issue you are calling about is covered or not until a diagnosis is completed and provided to our inside technicians.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Complaint: [redacted]
I am rejecting this response because: Contractor sent to home was unlicensed and not "authorized" per terms of agreement. Several contractors refused job over months of 100 degree heat due to Choic unrelability of payment. Last contractor refused job due to choicez previous fullfilment lack of payment. Unit in home still remains taken apart and in worse condition than before call. Unlicensed Contractor may have even caused the damage Choice is now not covering.
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]   CHW regrets the loss of any valued customer, however, if you are not happy with the service and there is nothing that can be done to keep you as a valued customers, CHW will work with you in accordance to the policy section Letter L to have the policy canceled. A request has been sent to the appropriate department to reach out to you to handle your request. If you have any questions, please call customer service 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 our web site at [redacted].Upon review of your claim, we see that you placed the heating claim online and CHW dispatched a technician to your home.  We see that the technician stated that the terminals on the compressor were burned off due to high amperage. This was a lack of proper routine maintenance however, CHW offered to try and assist you as a good faith offer and check to see if we could assist with a new compressor by looking into [redacted] for you.  You refused to allow us the time to do so, being that you were so upset with the outcome of the claim and the policy; we offered to provide you with a full refund of the money that you paid for the policy but we would only do so if you had agreed that you would be happy with this resolution and sign our agreement.  Since you declined to do so, we did not provide you with the full refund and instead provided you with the refund per the terms of the policy.  We do understand your frustration but CHW did all that we could within the day that you had the claim open to help resolve your issue without you allowing any more time to assist. CHW does regret your frustration with this claim however we are in compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],We did receive a phone call yesterday by our bank who informed us that the check we did send was not cleared.  As a goodwill gesture, CHW is sending a check out to you before the 90 days and we will stop payment on the previous check.Thank you for advising us and we will have this new check out to you asap.Thank you,CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted].   We have reviewed your claim and in accordance with the policy your claim was sent to the best available technician’s in the area when the claim was input. Although it may take up to 24 hours for the technician to accept the work order, yours was accepted the same day. We ask that customer’s call the technician and schedule an appointment. It is also noted that technician’s will make every reasonable effort to schedule the appointment within two business days. It appears that the technician that was scheduled to come out had a family issue involving his brother being in an accident. Ultimately, you hired your own technician which is something that we do recommend to our customers and also provide reimbursement. We are currently awaiting your documentation for review and reimbursement.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Both of the coils were rusted and corroded and leaking. During the conversation you held with the CHW representative you indicated that you had added Freon several times. This is a result of a leak which causes rust and corrosion. Per the policy terms, section Letter F, Number 8, repairs related to rust and corrosion are not covered. However, as a valued customer, CHW sent you a goodwill payment in the amount of $150 to assist with the repairs of the non-covered claim.   Regards, CHW

I am rejecting this response because: The unit question was working. It had not been serviced for the summer yet and was in need of a check up before regular use was needed. The temperatures were getting warmer earlier than I had anticipated and that was the reason I placed an early claim to get the unit checked as soon as I could. The unit was already in use and was clearly, just by looking at the unit, in need of cleaning, servicing and /or repair, what ever was needed. It wasn't until the repair man CHW contacted discovered the REPAIRS that were needed would exceed 500 dollars CHW decided not to do the REPAIRS and come up with an excuse for not living up to the agreed contract. Being a military member you can rest assured I have passed along CHW's business practices to other military members. Thanks for nothing.

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 do see that you had placed 3 claims with CHW.  You had two claims for your water heater that we did cover one as a goodwill since we do not cover tanks.  The second claim we offered again to add the second water heater for you as a goodwill and we did cover that claim for you.  In regards to the central vacuum, we explained that your home is over 5k and we do not cover that amount unless additional fees are paid.  You had agreed to pay this amount of $500 to cover the home but we did explain that the failure of the central vacuum would only be a partial coverage per our policy Section F. Limitations of Liability #19, CHW does not cover failures that are due to secondary damage.  The fact that the inlet valves caused the unit to run when and burn out the motor is a secondary failure, the inlet valves are covered however the motor for the unit would not be.At that point you chose to cancel the policy and CHW did provide you with the proper pro-rated refunded amount but you chose to chargeback your credit card; committing fraud since CHW did preform services for you in the amount of $846.88.  CHW will not provide a goodwill gesture due to the fact that you are trying to dispute that CHW ever assisted you in claims.CHW does regret your frustration with this claim however we are in compliance with the terms and conditions of our policy.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 www.choicehomewarranty.com/useragreement.   Upon review of your claim it appears as if it was processed in accordance to the terms of the policy. Section Letter F, Number 1, states, “known or unknown pre-existing conditions”. The policy effective date was 8/23/16 and the claim was placed on 8/25/16. The technician was there and diagnosed the issue as the compressor being weak and overheating causing the unit to shut off and go into thermal overload. This is not something that happens within the short life span of the policy.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]We do regret the frustration that you have had to deal with and we do understand that you have had the unit fixed already and you stated that the failure was not due to a power surge.  We did not receive the diagnosis from when you had the technician come and provide you with the repairs.  Had you contacted us, we would have been able to update the claim with the proper reason of failure.  Per our policy, Section F. Limitations of Liability #19 states that CHW is not responsible for the negligence of the technician.As a goodwill gesture, we will offer to provide you with a refund of the paid policy, you have paid a total of $400 for this policy and if you would like to accept the full refund, please contact CHW and advise them that you are accepting the agreement made through the Revdex.com, we will then send you a form that you would have to sign and then once we receive that paper back, we will provide you with a full refund.We have documented the claim and if accepted again please contact us.Thank you,CHW

Dear [redacted],We do regret that you don’t find our policy acceptable however all customers are provided a 30 day grace period that we allow the customer’s to review the terms of the policy and if they disagree, they are permitted to cancel with a full refund within that grace period.CHW did not deny this claim due to age, we did not cover the claim due to the failure being rust.  CHW does not discriminate for age of the unit however the failure is what the policy excludes.  Again, please review Section F. Limitations of Liability #1 and #8.If you disagree with the outcome of the claim, you are more than welcome to provide us with a second opinion. Please have your technician contact us at ###-###-####.Thank you,CHW