Bass Services, Inc.

Dear Mr. [redacted],Per our policy, Section F. Limitations of Liability states that all units must be maintained per the manufactures specifications.  This would mean that you would have to have a licensed technician come to your home once a year to ensure that preventive maintenance.  Our notes reflect that when this was stated to you that this claim would not be covered, we invited you to send in records reflecting differently, however we were declined by you stating that you would not provide them and chose to cancel the policy.We do understand your frustration however you chose to cancel your policy with us and therefore we are not able to assist with a goodwill gesture for a claim that is not covered.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 our web site at http://www.choicehomewarranty.com/user_agreement.php.
We do see that you have chosen to cancel the policy with CHW and that this was an ESCROW account. Our normal turnaround time for checks is 30 business days from the date of cancellation. However, being that this is an ESCROW account, it does take a little longer. We have requested our billing department to process the check as soon as possible and to update us on the date that it should be mailed. We will contact you as soon as it is released.
We thank you for your patience and we will have the check to you as quickly as possible.
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 the claim shows that the claim for your heating system was handled according to the policy. The diagnosis that CHW received from the technician is that the wiring harness that connects to the control board is corroded and won’t accept the signal from the flame sensor. Section Letter F, Numbers 1 and 8 of the policy indicates that CHW is not responsible for repairs related to rust and corrosion. There was an invoice received dated 10/19 for repairs that were completed. The flame sensor was replaced and the duct sealed on another unit. This was done prior to the dispatched technician going out and is not considered a second opinion. Additionally, this was done without prior authorization, which according to Section Letter C, Number 3, prior authorization is needed for reimbursement. This claim remains non-covered. CHW did make an attempt to provide a goodwill payment of $100 to be used towards repairs and it was declined. The goodwill offer of $100 still stands. Please call the CHW customer service team at ###-###-#### if you have questions.   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: it has been 10 months since we left choice home warranty and they made numerous attempts to my checking account. Then somehow got through and pulled this money out. This to me is a criminal act. They were notified because I received numerous call trying to bring us back and I said I still wanted to cancel. Their are no signatures or is this a binding contract only month to month and Thats how they charge.Why did they wait almost a year to pull this criminal act!
Regards,
[redacted]

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. Upon review of your policy, we do see that you have spoken with one of our Sr. Agents who is providing you a goodwill gesture of a refund of the policy.  A release agreement has been emailed to you from our Customer Advocates.  Once you provide this back to them, they will have the billing department process the refund for you.We do sincerely regret the frustration that you have encountered and do wish the best for you.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:My equipment was in working order, per my conversation with [redacted]. You said it would have taken "over a month" to fail and my policy was in fact in place for over a month.I"m uncertain as to how you continue to state that September 14th to October 26th is not over a month.
Regards,
[redacted]

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

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that the unit shorted to the ground.  CHW’s authorization department did a careful review of the claim and they determined that the compressor of the AC systems failures had failed due to the internal windings making the unit short.  These types of failures are from the compressor overheating which damages the internal windings and shorts the compressor.  This mechanical failure is not a failure that is considered to be normal wear and tear. A technician that sees a unit such as this on a daily basis would consider this normal however a unit that shorts to the ground is caused by a lack of proper maintenance, lightning strike, power surges, acid in the system that burns out or it could have been the Freon, all of which would not be covered under our policy.We do see that you have cancelled your policy with us and as a good faith gesture since we are not able to cover this type of failure, we would like to offer you a full refund of the paid policy in the amount of $183.75.  If you would like to accept this offer, kindly contact us at ###-###-#### and our Consumer Advocates will send you a release form in order for us to send the funds back to the credit card that you used to sign up with, if you do prefer a check, kindly advise our customer care specialist and they will advise the Consumer Advocates.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. 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 unit was low on Freon due to a rust and corroded evaporator coil. 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 therefore your requested to cancel your policy. We regret to hear your wish to cancel.  To process your request please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST. 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: CHW's technician has failed to return the stolen part.  A police report has been made.  CHW's technician has not cooperated in returning the part nor has he provided the statement that CHW's office negotiated in an effort to resolve the denial for the claim with my second warranty company.  CHW has ignored the irreparable harm suffered as a result of it's techician's actions.  My second warranty claim would have covered the unit.  The claim was specifically denied due to missing parts.  Now I am placed in a position to replace the unit in the amount of $6500.  The mere service fee replenishment was an insult.  CHW should contact their technican to determine why he engaged in bad practices.  At this juncture should the technician arrive at my home charges will be filed for trespassing as he cannot be trusted and already stole from us.  CHW is responsible for my out of pocket expenses.
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, we do see that your policy was purchased on 3/31/16 and it began with us on 4/30/16.  You were provided 30 days before the policy starts to ensure that all of your units and appliances in your home are in proper working order.  This is stated in Section A. coverage, #3 Also it is stated in Section F. Limitations of Liability #1, CHW does not cover failures that are pre-existing to the policy.Since your policy became effective on the 30th of April, placing a claim a day later for the AC shows CHW that the unit did not come into the policy properly working.  The unit would not have had all the failures that it did.Normally, if a customer wants to cancel their policy they would be charge an administrative fee of $50 and they would be provided back the months that they have not used.  As a goodwill gesture, CHW is willing to provide you with a full refund for this policy ([redacted]).Please contact us and we will send you a release agreement that we would need for you to sign in order to receive the full amount back.We do regret your frustration however and we do thank you for your feedback and we do hope that we are able to resolve this with 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 www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy. Based on the diagnosis we received, it stated that the thermostat failed and needed to be replaced.  Choice Home Warranty approved this claim and authorized the technician to come out to make the repair.Two weeks later, we received a call from you stating that your freezer started over freezing again.  We dispatched the technician back to the home to diagnosis the issue, however, the technician was unable to determine the cause of failure.  As we strive to provide the best customer experience, we dispatched another technician as a second opinion, at our expense, to diagnose the issue.  Based on the 2nd diagnosis that we received, it stated that your unit was not cooling as it was low on Freon and needed a new seal system.  The loss of Freon indicates that there is a leak in the system.  Per our policy, Section Letter D, Number 3, we do not cover “…Leaks of any kind…” and “…Freon…”Our Sr. Claims Specialist advised you the outcome of the claim, in which you were not in agreeance with as you stated that you were told by the first technician that the system needed to be replaced. Please note that the recommendation of replacing the unit was never given to Choice Home Warranty by either of the technicians.In regards to the technician’s behavior, Choice Home Warranty would never want you to be upset with the technician that comes to your home nor do we condone any rude behavior.  We will report this to our Vendor Relations Manager who will then speak with the technician about his manner and tone.Please understand, that per our policy, Section Letter C, Number 4, states that the service call fee must be paid on every claim.You contacted our Customer Solutions Department and requested to cancel your policy. At this time we are unable to move forward as per your request, this policy has been cancelled.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your Claim for your AC, it states that the technician diagnoses the unis as failing due to rust or corrosion.  Per our policy, we do not cover anything that fails due to rust or corrosion, please see 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.  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.We do apologize for any frustration that this claim has caused you, Unfortunately this claim would not be able to be covered.Respectfully,Tracy

,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, we do show that the claim was not covered due to CHW not covering the thermal expansion valve which would be something that your unit needed to be replaced.  This item is not a covered item in our policy. Please see Section D. Coverage #4 Air Conditioning under excluded states “ thermal expansion valve.” Also you can see in section D. Coverage #5 Heating Systems states “VALVES” are not covered.We did explain to you on 1/14/16, that the reason for the claim not to be covered was due to the valves.CHW is in full compliance with our terms and conditions of our policy, we urge customers to read the policy within the 30 days that you have prior to the policy’s start date.  This time is provided for you to review the policy as well as cancel if you do not feel that this policy is something that you do not want.  Lastly, these 30 days is the only time that you can cancel for a full refund as stated in section B Coverage Period. We regret your frustration and do wish you the best.Sincerely,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.  This was a partially covered claim.  Based on the diagnosis that we received, it stated that the condenser fan motor and the capacitor failed and needed to be replaced.  CHW covered this repair.  In addition to that the electrical sub panel also failed and needed to be replaced.  Per our policy, Section Letter D, Number 7, CHW does not cover “…disconnects/sub-panels…”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 applied a onetime free service call fee onto your policy, 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

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   A review of the claim shows that the claim was handled properly in accordance to the policy. The diagnosis that was received was that there was a sealed system restriction. This is due to lack of proper routine maintenance and refrigerant contamination.  Section Letter F, Number 12 of the policy 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”.   Additionally, at this time, there is no longer an active policy with CHW so there is nothing more that can be done at this time.   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].   We are prepared to offer a full refund of your policy in the amount of $440.00 as a goodwill gesture. Please call our customer service department directly at [redacted]. We will be able to provide you with the relevant information needed to receive your refund.   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 automatic payment withdrawal is set for the 23rd of every month.  Your payment history is as follows:2/21/17 - $33.753/23/17 - $33.754/23/17 - $33.745/23/17 - $33.75Please note that you are not entitled...

to a refund, however if you would like to stop the withdrawals and cancel your policy, please contact our customer solutions’ specialist at Monday-Friday 9am to 6pm EST.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 starts on 07/26/15, we see that you placed a claim for your Air Conditioning unit on 7/13/15; this is before the contract starts. Our policy is online and I have listened to the call that you had with Mr. [redacted], he did advise you of your policy number and then advised you that our policy states, that all units must be in working order the day the policy begins.  He went on to say that you have 30 days to make sure that all units are in proper working order and you can go over the policy; if you are unhappy with it you can have a full refund providing it is before the policy beings.I do see that on 7/13/15 when you placed the claim for your Air Conditioning system that we did advise you of this and we did authorize a full refund to you in the amount of $425.00.We do apologize if you misunderstood that the policy doesn’t start for 30 days after payment is received.  Also, that the policy is online for you to see.  We have refunded you for your policy as this would not have been covered due to the fact that the unit failed before the policy started.Best regards,CHW

[redacted] , Reviewing the policy that you have with CHW, it is provided to you 30 days before the start date and you are able to review the terms and conditions at that time. If you disagree with the terms and conditions, you are then able to cancel for a full refund however if you do continue with the policy, it is understood that you have read the terms.  Our policy is online for anyone to view if you had not received it within the allotted grace period. In reviewing the claims that you have had with us, we do see that you have placed a claim that we did cover for the pool/spa in 2015 and we provided $410.00 for this claim. The second claim that you placed was for a heating system which was not covered. This claim, we are offering to provide you with half of the CAP for the pool/spa as a goodwill gesture.  If you would like to accept this amount, we ask that you contact us at ###-###-#### and we will send you an agreement to sign. Thank you, Choice Home Warranty

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

feedback very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted].   A review of the claim shows that the claim was processed according to the policy. The diagnosis that was received was that the gas valve needed to be replaced. However, the part was no longer available. Section Letter F, Number 9 of the policy 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…”. Please note, it is not the full amount offered, however the amount of the average cost between parts and labor. As a result, CHW offered to provide assistance in the amount of $200, which was increased by $50 as a courtesy. The claim is one that is covered, however, the part that is needed is no longer available, which is something that can’t be controlled by CHW. CHW is also not liable for the cost of the unit, as there has been an offer to assist with the part that is no longer available as indicated in section Letter F, Number 9 of the policy. The $250 is still available, please call the customer service team directly to have this sent to you at ###-###-####.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW