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 policy, you placed a claim with us in November for your Air Conditioning System, the technician stated that the unit was low on Freon and the valve was loose, he tightened the valve and did a leak test. CHW did pay the technician for this even though valves are not covered under the policy.The claim that you placed April 4th for the unit, the technician stated that the unit was again low on Freon.  The technician did a leak detection test and it came back that the evaporator coil was leaking. This was due to the debris that was built up and caused a restriction in the area. This is considered to be a lack of proper routine maintenance.  Since the last time someone came to your home to repair the unit, you should have had proper routine maintenance done for the unit to be clean of debris.  Our technicians do not preform maintenance on units, we only will repair or replace. You would have had to have routine maintenance done on your own outside the repair.CHW will not be able to assist on this claim because you have chosen to cancel the policy with us.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 referred to statement (F line 9 and 16) in the contract is not applicable to the malfunction of MY Washer.
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]   It appears that CHW has been making an attempt to work with you on the coverage of this claim. There have been offers made and it has been requested that you reach out to the team to discuss the mutual agreement and the signed documents. Please call the customer service team directly 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],
In reference to your claim that was not covered due to rust, per our policy Section F. Limitations of Liability #1 and #8 state that we do not cover any failures that are caused by rust.
In reference to the records of maintenance, it does state in our policy, Section F. Limitations of Liability #12 that CHW has the right to request records which you should have.
We do regret that you are frustrated with the policy in which you purchased however CHW has paid $1275.00 for policy #[redacted]-[redacted]-[redacted] We did provide you the amount of the $200, which you agreed to otherwise we would not have sent it to you.
For one of the policies that has one claim, which was approved and the last policy CHW did not cover as we stated due to rust or corrosion.
As a goodwill gesture, CHW will be willing to place a onetime free service call fee under each of the policies that you currently have with us.
If you would like to accept this offer, please contact us and we will place the free service call on each of the policies. Our number is ###-###-####.
Thank you,
CHW

Complaint: [redacted]
I am rejecting this response because:
You stated in your response that the leak was at the spot of rust. You were told by the service person that the leak was not at the area of the rust. He told me that the leak was 6 to 8 inches away from what you are calling rust. I sent copies of the regular service calls and you chose not to accept the term PMA (preventive maintenance agreement) check because you need each and every thing spelled out. You may not pay what the agreement says you will but please know that I do know that you are just doing what you have to to keep from paying a claim. If you do this with all your customers I don't see how you stay in business and I will do anything I can, tell everyone I can that I do believe you are running a scam.
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/user-agreement/. 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 system had no Freon and a leak test needed to be performed.  Please be advised that your policy coverage start date was 1/22/18 and you placed your claim on 1/22/18.  Your unit would not have leaked out 100% of Freon in the short lifespan of the policy. Per our policy, Section Letter A., Number 3. CHW requires all units to be in proper working order on the effective date of this home warranty contract.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Hello-- I hope all is well.  I have an issue with my previous complaint against Choice Home Warranty.   According to the email documents, I read the complaint I had with Choice was a closed matter.  The email also states that they will offer me a full refund upon cancellation of the policy. When I called Choice yesterday, I talked with a representative who told me the policy was cancelled and I would be receiving an email confirmation.  I never received an email from Choice, so I called them back today.   The representative that I spoke with today said the policy was not cancelled (and will not be cancelled) and there was no record of my previous phone call regarding the cancellation.  When I asked them why, I was told it was because of my filing a complaint with the Revdex.com   Because I made the payment through a debit card, my bank told me the only way I could stop payments back to Choice was to cancel my current debit card and apply for a new one.   Although that is an option, I was wondering if there are other measures I can take to get my policy with Choice Home Warranty cancelled. Any help would be greatly appreciated.

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 in the delay. CHW works to ensure there are qualified technicians that can perform the diagnosis for all customers, in all areas. You were offered the reimbursement option to assist with this. You will be reimbursed at the CHW rates, the technician will need to call in to seek prior approval before performing the work, and this will allow you an opportunity to know if the claim will be covered. This is an option that is offered to provide great customer service for the rare instances where a technician can’t be dispatched quickly. The team continues to work to find a technician that will meet your needs. The notes indicate that you are aware of the reimbursement option and may choose that. Please call the CHW customer service team if there are any questions 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 www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy. The diagnosis that was received stated that the compressor locked up and failed. This occurs when the internal failure on the compressor overheats, which is caused by a lack of proper routine maintenance Per our policy, Section Letter F, Number 12, we do not cover failures from a lack of “normal or routine maintenance.” If you would like to dispute this claim, please submit your proper routine maintenance records to [email protected].  Once we receive your records, our Authorization’s Team will review it and if necessary, adjust accordingly.  Until then, the outcome of the claim stands. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],Thank you for your response, I am truly sorry that you haven’t received a response from me.  A dispute of a claim take 30 days for review.  I have reviewed the claim and I do see that the unit was stated to have shorted to ground.  A unit can short to the ground by many different ways, it can be a lack of proper routine maintenance, lighting strike, power surge or even acid burn out.  However none of the reasons for the short to ground are covered under our policy.Due to the fact that you disagree with the outcome of the claim, we can offer you a refund of the paid policy in the total amount that you have paid of $250.81.If you would like to accept this, please contact us at ###-###-#### and any of our reps can assist.Thank you,Tracy M.

I am rejecting this response because:  I am not going to go back and forth with this company because it is a waste of my time.  It is more beneficial to me and more damaging to this company's reputation if I just place  this complaint on the Revdex.com's website.  After all, it is just $56.00. People use the Revdex.com to search whether a company is reputable or not.  These types of complaints against a company weigh heavily on a person when doing their research.  No company wants complaints showing up against them.  That was evident when I spoke to Russ, the Manager, and after not getting any satisfaction of settling this claim from him, stated that I would report them to the Revdex.com, and voice my complaint via social media.  He then started doing back flips in order to prevent me from doing this.  He stated that they would like to avoid this if possible. THat is why he offered to pay for half of my claim.  However,   I just can't end this dispute without getting a few things straight regarding their response to my complaint. First, as stated by Choice, I filed this same claim three different time with them.  The first claim submitted on 5/7/15 was for a cracked pvc pipe leak. It took Choice several days and many phone calls later for them to even find a pool company that would work with them.  (their words not mine).  From the beginning they stated that if I didn't want to wait for them to find someone I could hire my own company and they would reimburse me for my cost.  That is what I did and had [redacted]'s [redacted] companycome out and repair the leak which cost me $125.00.  When I turned it in, they stated that it could not be covered because it was pre-existing.  This company needs to quit making customers pay for a 30-day wait period (which I did) if after that 30 day wait period which I was told was for the sole purpose of preventing pre-existing conditions, they would still consider a claim a pre-existing condition.  As to the technician stating that my equipment was not maintained properly, this is the first time I have heard that.  They also are stating now in their reply that their technician stated that the original leak in the pipe was not fixed properly. Their technician never came out originally to see the leak in the pipe. If you remember correctly, because he was taking forever to get out here, I opted to use another pool company to diagnose and fix the problem.   Choice is just making up things now to make their case.  I don't know what you can do to maintain above-ground pvc pipes.  As stated previously, I run my pool year-round and my pump, pool filter and pool heater, as well as my above ground pipes were working fine.  I further noted that I had another home warranty up until the day before my contract took effect, so I would have turned it into them if there had been a problem. Since I paid for the repair I did not know I needed to send a copy of the repair costs into Choice.  The claim on 5/25/15 was for a totally different problem.  The control valve on my pool filter was not working properly.  When you would put it on different settings, such as backwash, or recirculation, it would cause [redacted] to leak out of the pool's waste pipe which is not normal.  when I called and reported the problem, it took me 30 minutes to get the representative to understand that this was a totally different problem.  The word 'leak' was causing her problems.  The first claim was a leak caused from a crack in the pvc pipe on a different area of my pool pipes. Maybe I should have used the word run out of the end of the waste pipe when I reported the faulty control valve.  Honestly, Choice needs to hire competent agents who can understand compaints better, especially in the pool complaint area.  They are very inadequate when it comes to pool and spa equipment.  When I called back on 5/27/15 to check on the status of when the pool company would be coming to my house she said I would need to send a copy of my priior claim's repair receipt which I did immediately.  She must have assigned me another claim number at that time for this same compaint, the control valve problem, because I never had three claims during that time period.  To my surprise, I was shocked when they said they would not cover this totally different claim because it was considered pre-existing also.  This company needs to get their facts straight on my claims and quit reporting false information.  Lastly, you state that a policy cannot be cancelled at will during the policy period. I asked specifically, when I signed up if I could cancel my policy at any time during the contract period, I was told yes.  Maybe you need to give your agents a refresher course on this also.  Bottom line, file my complaint with the Revdex.com, and I will wash my hands of this dishonest company.  These type companies don't last.  That will be satisfaction to me.  Thank you for your time!

CHW doesn’t require inspections be completed on any items covered under the policy. Your claim has been reviewed and it wasn’t covered due to lack of routine maintenance. The maintenance that is being referred to is in section Letter F, Number 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. This is different from an inspection. Also, CHW doesn’t require that maintenance records are sent in for our records but invite you to send them in to be reviewed in an attempt to obtain a more favorable outcome of your claim. If you would like to do this, you can do so by sending them to [redacted]
  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 compressor’s windings failed causing internal damage.  This failure is caused by a lack of proper routine maintenance.Per our policy, Section Letter F, Number 8, CHW is not liable for repairs caused by “…failure to clean or maintain as specified by the equipment manufacturer…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel as you did not agree. Please note, if you would like to further dispute this claim, please provide us with your proper routine maintenance; you can email them to [email protected]. You spoke with our Customer Solution Specialist who offered to sell you a compressor at a discounted rate, in which you stated you will reach back out to us to order the compressor.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:A) what choice home warranty is stating is their interpretation, which is to their convenience . I had sent them maintenance records for years 2013 and 2015 .b) the issue was spotted DURING routine maintenance conducted in 2015 and we offered to call the technician who had done the maintenance for them to verify that maintenance was indeed done and only when a problem was spotted were they called .c) choice initially tried to decline it giving the reason that ' heat exchangers were the excluded' . This was not so as per contract . When I pointed them to the contract , they took up the excuse of ' lack of maintenance '. d) if choice wanted to decline due to maintainence issues , why did the send technicians over 2 times after initial review ? all in all , it looks to me that they never intended to settle the claim . Looking at the Revdex.com site I see several other claims in the past 1 year that they have declined . And also evidence that they were sued for the same . There is a settlement that was made by choice against that law suit as well.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The diagnosis did not indicate that poor maintenance was the cause. CHW is making an incorrect assumption.  There was mud on the unit because it had rained for 3 days prior to the diagnosis. I would like a resolution and CHWs response is not only unacceptable because they are assuming, but also because they are not addressing the issues with the repair not being done correctly the first time and the issue with no shows. 
Regards,
[redacted]

Hot water heaters have a relief pressure valve in place so that when they get too hot they drain the water out of the drain.  That was the problem with the heater.  The plumber did not come when he was supposed to so I could show him what was going on.  When I spoke to the person on the phone at Choice Home Warranty, they went over everything they didn't cover with a hot water heater.  This just happened to be anything that can happen to a hot water heater.  This company is nothing but a scam.  They want your money but do not want to fix anything that happens.  They find ways around it.  There were many negative reviews of this company and I see why now.  Based on an experience I had with another company, I just assumed these places were legit.  I guess they are not.  I want my money back from these people.  It is Fraud and Theft at best.

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 the claim it appears as if it as handled in accordance to the policy section Letter F, Number 15 states, “We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty”. At this time, the unit is covered by the manufacturer.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

I am rejecting this response because:
1. CHW calims I did no maintenence. I had an underperforming unit in 2013. The qualified HVAC guy came an charged a 17 year old system and checked all the things necessary to have a properly functing unit. 2014, I had the same qualified HVAC guy out and he did everything listed on the attached owners manual from Bryant the manufacturer. just because he doesnt have a check list doesnt mean he did not perform a maintenence inspection. He did. It recommends you do this every other year. I have done it two consecutive years. This year I turned the unit on and its not functioning.2. The technician that CHW sent to inspect never told any one at CHW the unit was not maintained. I personally spoke to Bijan at Four Seasons today. He sent photos and photos only. The unit was just turned on for the first time in the spring. The compressor is worn out. It happens according to CHW's advertising and the 2 other HVAC people Ive had at my own expense.3. The solution from Four Seasons HVAC professional is to replace the compressor at $1700. The other Soultions range from 4500 to 6900. I would at least expect CHW the warranty to cover what it should. The 1700 solution. He is ready to go. This is incredible egregious  bad faith on CHW 's partAttached are the maintenence and owners manual recommendations.

Complaint: [redacted]
I am rejecting this response because:
There was no miscommunication your manager [redacted] said to me verbatim "companies can just pay the Revdex.com to raise their ratings" please go back and listen to the recording. Plus I sent you exactly what you asked me to at the time of the incedent and now you are asking for more requirements and I am sure you will continue to ask for them so you can keep denying the claim. Choice home warranty is proving to be a dishonest business that does not cover what is in their paperwork even after the AC company tells them it has nothing to do with maintanance. I am going to spread the word of the dishonesty of your program and your failure to cover claims as explained in your add and your documentation. I will submit one years worth of maintainer records like you said you originally asked for and are no where in your email to me asking for such items. So once again the big company that promises the consumer a safety net for help is getting away with a lie after they have been paid for three years of coverage.  Horribly disappointed. 
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 the original claim that was placed on 5/17/16 was for the toilet and the handle.  We did send a technician out to the home and it turned out to be the valve in the second floor hall bath that had a failed.  It turned out to be a ruptured water heater that was leaking from the bottom of the unit.Per our policy, Section D. Coverage # 6, CHW does not cover the actual tank.  We did speak with you and did explain that the tank is not a covered portion of the policy however we are willing to provide you with a check in the amount of $350.00 to assist. We sent you a release agreement and we are waiting for you to send it back to us to allow us to send the check.  Once we have the release agreement sent back to us, we will then authorize the funds for you.Please note, once we receive the release agreement that is when the authorization will be placed and that process will take 30 days from the date that you send it back to us. Thank you,CHW