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 www.choicehomewarranty.com/useragreement. Upon review of your policy, we do see that CHW has assisted you in $907.34 in total for this policy for claims.  We do see that there is a technician assigned to this claim and once we receive the new diagnosis back we can update you on the outcome.  CHW will repair or replace an item providing it is covered per the terms of the policy.  If the unit had a prior issue, CHW will not repair or replace it.We do regret that you felt that the technician was not qualified and we have dispatched a different tech to provide us with a diagnosis of the system.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards, CHW

[redacted]We do apologize for any frustration that this has caused you however CHW does not cover the access which is stated in our policy. As a good faith effort, CHW has provided you with a onetime free service call fee that has been added to your policy for the next claim that you might have.Thank you,CHW

A check in the amount of $375 has been processed and is scheduled to be mailed. Regards, CHW

[redacted],We do regret your frustration and we will pass along the information that you have provided.  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 [redacted]. Upon review of your claim we do see that the technician had been dispatched to your home, however we do not see that he provided a diagnosis to complete the process.  The technician has to contact CHW to provide the diagnosis in order for us to approve or not approve the repairs that are needed.  If the unit has failed due to a normal wear and tear that is covered under our policy, we would cover the claim and either replace or repair the failure.  If a unit was low on Freon, we would ask the technician to provide to us the reason as to why it was leaking.  That would determine if we would add Freon or if a leak detection test was needed.  If the unit had leaked due to any failures that are in Section F. Limitations of Liability, CHW would not cover those failures. Regardless of this, we were not provided with the diagnosis and therefore we do not have an outcome to your claim. We did receive a call from you on 5/3/16 stating that you were not happy with the service and wanted to cancel the policy before the diagnosis was provided to us.  Since you have cancelled the policy, we are not able to complete the process of the claim. We do regret your frustration with this claim; however we are in 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 [redacted].   Upon review of your claim it appears that the claim was processed in accordance with the policy section Letter F, Number 1. The policy is effective 30 days after the sale date. Section Letter A, Number 3 of the policy states that the systems and components need to be “…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”.     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 heating claim, it states in the initial claim that the last time you had the unit serviced was “a couple of years ago.”  The technician confirmed this to be true due to his diagnosis of the unit.  He stated it had a bad control board, the control is not sending power to the gas valves or anywhere else within the unit.  He stated the inducer motor is not coming on and the cap motor is bad.This claim is not a covered claim due to the fact that you had not had previous maintenance on the unit and this is the first time you had turned the unit on this season.  You had not checked to see if the unit was in proper working order the start date of the policy.  CHW requires all units to be in proper working order on the start date of the policy as well have the unit properly routinely maintained. Please see our policy Section A. Coverage #3 as well as Section F. Limitations of Liability #123. 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.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.Per our cancellation section L. in our policy, if you would like to cancel the policy, you would be given a pro-rated refund of the policy and charged an administrative fee for cancelling of $50. Please see below: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 with these claims however CHW is in full compliance with the terms and conditions of our policy. Respectfully,CHW

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

very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]
* Upon review of your claim it appears that it was processed in accordance to the policy section Letter F, Number 12 which states, “We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement”.  Based on the diagnosis received from the technician the compressor is shorted to the ground and trips the breaker. This happens when the compressor overheats and overloads, causing the winding to burn inside. It was determined by CHW that this is a result of a lack of proper routine maintenance. CHW doesn’t require that customers provide maintenance records, however, customers are invited to share these records to have claims reviewed. The documentation that was received by you was deemed as insufficient maintenance records. Omitted from the records are the model and serial numbers to identify the unit as well as other maintenance records to include items includes drawings, levels, pressure readings, etc.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],                         Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable...

way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted].   Upon review of your claim it appears that your claim was processed in accordance to the policy. Section Letter D, Number 4 indicates that leak detection tests are not covered. Section Letter F, number 8 states that rust and corrosion are not covered and section Letter F, Number 19 states that secondary damages are not covered. Freon is not covered, however, as it was minimal amount of Freon it was covered as a goodwill gesture in the previous claim. As the issue wasn’t corrected it caused the Freon to leak out a second time, this is secondary and is not covered.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

The refund of $70.00, as promised by Choice, has never been received.Just another example of promises not kept...

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, I do see that CHW has assisted you with $754.97 in authorized claims.  CHW is a Net 30 company, our checks are computer generated and dispensed 30 business days after the authorization of the claim.  Your authorization date was 6/23/15 and your check was mailed out on 7/24/15.The amount that was offered to you is based upon a national whole sale average.  Also, we do not match color, make or model as it does state in our policy. We have paid to you as you stated what you had agreed upon, you should have a check from CHW and we are unable to provide anymore funds towards that unit.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Complaint: [redacted] 
I
am rejecting this response because: Mr. CHW.
Thank
you for your swift response to this issue.  I am rejecting your response
for reasons your company has failed to comply with any of my requests I have
submitted via your "Customer Portal", email and numerous phone call
only to be left with no response.  I made initial contact with your
company over a month ago, during which time, our pipes were slightly
leaking.  At this time, our pipes are leaking at a more steady pace
requiring the pool pump to be shut down due to the erosion the water from the
leak has caused and water waste itself.  All this could have been
avoided had your company held your end of the contract which I am well
aware of ALL the details.  You're pitching to me of how you consider
"Piece of Mind" and affordability?" I think I'll walk from your
service pitch and seek a relief.
Sir,
please be advised, with your quotation and mission of affordability, piece
of mind is a misleading statement on how I have been treated. Because of the
neglect Choice Home Warranty, damage has been caused (Erosion to foundation,
water waste, pool not being in operation).  Your mission sounds like it
has been aborted.  With that being said,  I will now make it my
mission to follow through with this matter using my own methods to get ALL my
monthly payments refunded.  I will be forwarding my timeline photos and other
information to the appropriate entities to pursue such action. 
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 to the policy section Letter F, Number 12 in which CHW is not responsible for repairs related to lack of maintenance. Although it is not required for you to send in maintenance records, we invite you to do so for the team to review in hopes of a more favorable outcome. You can submit the maintenance records to [redacted]   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

We do apologize for any trouble that you have had with this claim, we did explain to you that we do not cover any type of physical damages that you had with the floor.  The policy did start on 8/1/15, and your claim was placed on 8/10/15.  We had spoken to the technician and he advised us that tub had been leaking for some time and therefore didn't come into the policy in working order as required by our policy.  We do regret your frustration and since your policy has been cancelled, we are not able to provide you with any further assistance with this claim.Respectfully,CHW

[redacted]All units must enter the policy in proper working order on the start date of the policy.  This is the responsibility of the customer to ensure that this is the case; this is stated in the policy in Section A. #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 also state that we will not cover units that fail due to a lack of proper routine maintenance.  This is in section F. Limitations of Liability #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 will be happy to review any second opinions that you would like to provide us or any records of maintenance.We do regret your frustration however this claim is not a covered claim by our company.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 give us a call as we would like an opportunity to provide you with the requested refund as well as cover your claim. Please call our 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

I am rejecting this response because: The statement from Choice Home Warranty is a lie. We did sign up with Choice Home Warranty on 8-1-2015, I filed the claim on 8-30-2015. I'm going to file a suit in small claims court because the Sears repair tech had found water damage to our hard wood floors under the dishwasher and to the right side of the dishwasher that has not been repaired.

Complaint: [redacted]
I am rejecting this response because:
I paid a total $928 for 2 policies which is what your representative referred to them and stated they could be cancelled at anytime I easnt satisifedconsidering my first claim was rejected although a qualifying claim I cancelled my policies on the phone and received an email of that cancellation in Oct from your companyi will not accept a refund for half the amount I paid you for 2 policies i reveived absolutely no contract as they are claiming nor did I sign any contracti do not find a justifiable reason for you to charge me 1/2 of the $928 for a little over 45 days servicethat is unacceptable i want my total amount of $928 to resolve this issuei have an appointment with attorney on the 10th of this month to discuss your company trying to keep money for a 12/13 month policy one month free according to your representative where only 45 days were in affect out of the policy as it was properly cancelled by myself only after 45 days of service and the cancellation came only after your company refused to pay a legitimate covered claimagain full refund of $928 that I paid for both home policies[redacted] Tx and [redacted] La is the only acceptable solutiom  
Regards,
[redacted]

Dear [redacted],
We do see that CHW did provide a refund to your policy on 5/31/16 in the amount of $40.00.
The credit card ending in [redacted].
Please contact us with any questions or concerns.
Thank you,
CHW