Bass Services, Inc.

June 23, 2015Dear [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, I do see that our technician did submit photos showing that the unit was rusted and leaking from the areas of that rust.  (Attached). I have also seen the pictures that your technician submitted and they are not of the end plate that is rust/corroded where the leak was.  Also, when calling in a claim to CHW, our service providers go to the home, try to fix the problem.  We do not do the maintenance for you, you as the customer are responsible for this.  We see that a unit is low on Freon, we ask how much of Freon it is low, if it is a lot of Freon, then we will then know that a leak is present and we then have to perform a leak test.  If the unit is not cooling, it could just need to be recharged.  This is not illegal, if it were our certified technicians would not be able to do it.   Your unit was not covered by our policy due to the lack of proper maintenance that you had, if you feel as though you had correct preventive maintenance, please send us the records for review. You have stated that the unit has been replaced; please note that CHW will not cover the cost of a new unit since this was done without prior authorization from CHW.  We will however review the records that you have and see if there is a goodwill that we can offer you.As of now, we have not covered the clam for the following reasons:         F. LIMITATIONS OF LIABILITY1. 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. CHW is 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. CHW is not liable for normal or routine maintenance. CHW 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.CHW is in full compliance with its terms & conditions.  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]   A review of the claims shows it was processed according to the policy. There was an internal failure on the compressor which was caused due to excess overheating of the compressor from a lack of proper routine maintenance. The system was not properly maintained and this caused the overheating of the compressor and the failures. Section Letter F, Number 12 of the policy indicates that CHW is not responsible for repairs related to lack of proper routine maintenance. As indicated in your conversation with CHW, maintenance records are not required, however, you are invited to submit the maintenance records of the system to have them reviewed in hopes of a more favorable outcome of the claim. You may submit this information to [redacted] and be sure to include the claim number on all pages. At this time, the claim remains non-covered.   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 your policy shows that the claim was handled according to the policy. The parts that are needed to fix the unit are no longer available. In accordance with section Letter F, Number 9 of the policy, “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”. As such, you were offered $235 towards the purchase of a new unit. The notes on the account indicate that at your request, the CHW Purchasing team is looking into obtaining the unit for you. Please call the CHW customer service team directly if you have 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 Cole WernerOur 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 began on 8/7/15, the claim that you placed on 9/9/15 for your Air Conditioning unit, could not be covered due to the fact that the unit did not come into the policy in proper working order as it is stated it has to be in order to be covered.  Please see Section A. Coverage #3 of our policy: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.Also, you had stated that 10 days prior to the date of the claim you had paid a technician $500 to add Freon to your unit and it is not working again.  As our rep explained to you that is showing that the unit is not properly working and a sealed system should never be low on Freon.  We do apologize but an inspection report doesn’t constitute for a proper maintenance as it is an inspection if the unit runs or not, it will not state if the unit has proper levels of Freon or if the unit was ever maintained.We are not able to cover a claim that is pre-existing to the policy start date and shows a lack of proper maintenanceWe do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

For both of the claims that you had, the service call fee was $45.00.  Your refund was correct, you pay for claims that you had covered or that were given to you as a goodwill gesture as the policy states plus an administration fee of $50.  Please see our policy below.L. CANCELLATION 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. 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 that you placed for your dryer on 1/22/16 we dispatched a technician to your home to diagnose the system.  After the diagnosis of the claim it was explained to us that the system had a motor that was burned out and it was not worth the repair.  Per our policy, Section F. Limitations of Liability # 16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.CHW offered to provide you with the amount of $350 and then we increased the amount for you to $400.00.  We would not be able to provide more for this claim based upon the unit that you had. CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:We have had yearly maintenance by a trane authorized air conditioning company every year and advised choice of that.  So for choice to even add that as a possible cause makes me believe choice may be re using language from prior responses from other people clearly u disagree with the way you do  it provide specifics in advance of what is not covered .  I also submit that your sales team embellish what is covered and advise this policy will avoid the unplanned large repair if choice truly believes in full disclosure you would commit to providing very clear examples of what is not covered rather than hiding behind a general comment about only covering normal wear and tear 
Regards,
[redacted]

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

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that 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

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

[redacted],Please review our policy, as "valves" are not a covered item.  CHW will be happy to provide you with a goodwill gesture however we cannot provide a covered claim for a unit that is not covered.  If you have a second opinion, please provide it to our authorization department. Thank youChoice Home Warranty

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 the claim that you wanted to place on 04/27/15 we did advise you that our policy does not cover kitchen exhaust fans for the oven.  The only aspect of the oven that is covered is the parts that make the oven heat.  I do see that we have refunded you your entire amount that you paid to the policy and it has been cancelled.  We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

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

very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [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

[A default letter is provided here which indicates your acceptance of the business's...

response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]the persons name is [redacted] of whom I am owner financed andam purchasing the home from. It is my money that purchased this policy.

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

Complaint: [redacted]
I am rejecting this response because:  Rejecting because it does not pay me 250 dollars which I paid to your plumbing guy and 1200 dollars for my minor roof leak.  These are already paid under your fine print excuses.  This time AC guy is quoting me 2000 dollars..  
Regards,
[redacted]

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy. 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],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

Complaint: [redacted]
I am rejecting this response because: Sigh!  Its a pity where you had fine prints for everything happened in past year and every time I ended up spending money to your contractors or some outside contractors for EVERYTHING!.  All I am asking is just fully refund me since I didn't get any service this year from you because of your fine prints.  I understand you want to protect your business and make money so all of you can get paid which is OK just refund mine so I can go back to American Home Shield.   Also your sales people need to say that CHW is not peace of mind it will take away your peace of mind since you guys behave like a routing center where you route calls and let customers pay for service charge and yearly feels.  I am So So So glad that I didnt bought into crazy talk with your sales guys who was trying to sell me 5 years of service.   If you want to call me you can I am not going to wait on the call for 25 minutes.
Regards,
[redacted]

We do have pictures of the unit that is in question and it does show that the unit is rusted and leaking from that area.  Also, it was stated that this leak happened within a long period of time.  It was advised to us that this leak could not have happened within the time frame of your policy's start date.  Our policy states that all units must come into the policy in proper working order on the start date of the policy.As a goodwill gesture, CHW is willing to offer you assistance on this claim in the amount of $150.00.  If you would like to accept this offer, please contact us and we will provide you with a form to have signed so we can give to our billing department then send you a check.We do hope that this good faith effort helps to resolve this matter and come to a mutual agreement.Respectfully,CHW

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.