Bass Services, Inc.

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

Our policy does not cover failures that are from shorted to the ground compressors.  The technicians may think that this is normal because they see this on a daily basis however these failures are caused due to one of four reasons, a lack of maintenance, lighting strike, power surge or overheating.  All these reasons are not covered under our policy as we have stated. Since you are dissatisfied with our policy, we are willing to offer you a refund of the policy that you have paid in the amount of $394.13.  If you would like to accept this refund, please contact CHW at ###-###-#### and we will process the paperwork for you 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]
  CHW does what is possible to offer continued peace of mind to all customers and works in accordance to the policy. There is a wide variety of technicians that are contracted through CHW and if you aren’t pleased with the technician, CHW will be happy to always send another technician or you can utilize the reimbursement option which is offered. This allows you to use your own technician and be reimbursed at CHW rates and prior approval needs to be sought after making the diagnosis. A review of the claim shows that the claim was handled properly.  CHW repeatedly requested pictures of the leak but they weren’t received. During the conversation on 8/17/16, it was advised that the claim couldn’t move forward with processing without the requested pictures. Please feel free to call the CHW customer service team to obtain the information needed on where the pictures can be sent at ###-###-#### in an attempt to continue processing the 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] Upon review of your claim, we do see that we had approved the maximum amount that we do provide for ceiling fans which would be the cost for the builder’s grade in the amount of $70.  Please see Section D. Coverage #13 that states Note: Builder's standard is used when replacement is necessary.At CHW we do follow our policy and we do expect that our customers do as well. We do see that you had chosen to cancel your policy with CHW.  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: Choice warranty does not seem to understand that the reason I cancelled is because I was very disappointed with their service. The buildup that the picture showed just happened due to the bad weather during those days.It was not there because of poor maintenance. As I have mentioned, this unit is properly maintained. I bought a nice house in palm beach and why will I not maintain properly our equipments? In the first place, I took the bait of Choice Warrantyand chose them to maintain our home appliances. So how could choice accuse me of not properly maintaining my properties? You should ask your technicians, the two techs who went to our house in November and March and get from them a statement that the reason my AC is not working is because of poor maintenance. I have been explaining over and over that this AC is properly maintained and that it is due for maintenance in May 2016. The leak happened again before May. This only means that the technician back in November may not have seen the real cause of the leak that's why it happened again. And again, back in November, I asked the technician if I needed maintenance for the AC during that time or in the very near future, but the technician said that I do not need it rightaway. That I need it after 6 mos, which is counting from November, the next maintenance should be May or June 2016. Why is it that the technician back in December did not mention any buildup during that time?We as owners depend on the technicians that you are sending. We are not experts on this units. We depend on what you recommend to us. I trusted Choice to take care of our appliances and have made my payments on time. Now that I needed their promise to help, all I get is this aggravation. It only proves that you really do not want to fulfill your responsibilities.Now you are reasoning that I cancelled my warranty and that is why you cannot do anything anymore? Why didn't your representative tell me that when I said that I will be cancelling my warranty?  And again, I cancelled because I was very disappointed on how your representatives have treated me. Unfriendly customer service, accusing me of not properly maintaining my appliances and refusing to help me. I encourage Revdex.com to listen to how the representatives handled my situation when I most needed their help. I spent $200 back in November, the problem was not solved. I spent another $200 in March, Choice was not able to solve my problem still.and here they are offering me $45? Shame on you Choice Warranty. I already signed up for another warranty service and I have paid another technician to fix my AC. I paid $800 to have the coil replaced. If not, everybody in my family will be sick.I could understand what is covered and what is not, that's why I agreed to pay the leak search. Now that you need to do your part of covering the replacement of the coil, you have refused and avoided covering it by accusing me of not properly maintaining the AC.      You should fulfill your promise and provide excellent service to your customers. I was even recommending you to my friends and families. But now, I have nothing good to say to everyone about you. You must give credit where credit is due.
Regards,
[redacted]

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at [redacted]Upon review of your claim, we do see that the company has offered and you have accepted a goodwill gesture for this non-covered claim.  CHW is providing you with goodwill of $300 towards the funds that you had to spend for a new unit. CHW does not cover the actual tanks however we do cover a multitude of components for the system to ensure that the unit heats up.  We do not cover the tank because it is a holding vessel for the water, there is no mechanical function.We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy. We do look forward to assisting you on future claims.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

Dear [redacted], We regret to hear your frustration, however, CHW cannot control how United States Postal delivers mail.  Please note, that the $30.00 fee is not a penalty of CHW, but from the bank itself.  As stated previously, your options are: you may pay $30.00 to cancel the check and have it reissued or wait the 90 days for the check to void and then reissued.   In review of your claim, it shows that a manager has already spoke with you and advised you the process.  We regret to hear your dissatisfaction, however, please understand that CHW is not giving you the “run around” as we have explained the process for re-issuing checks.As a goodwill gesture, we have applied a onetime free service call fee onto your policy, for your next claim. 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]   Although CHW hates to lose you as a part of the CHW family, it appears that at your request your 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

I am rejecting this response because: I signed up for a Warranty Company that said if an item cannot be fixed then they would have no problems replacing it, I asked them at time of Signing up Choice.  We did everything we were supposed to do and had out unit serviced yearly.

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 that came to your home first did explain to us that the failure was the compressor as well as the cooling fan motor.  He did state that the CFM failed causing the compressor to fail as well.  CHW at that time agreed to pay for the CFM to be replaced however we did not agree to pay for the compressor due to the shape that it was in and that it failed because of another failure.  Once you provided the second opinion, it was clear that the CFM was working however the compressor was shorted and not working at all.  The technician explained that the compressor was not working and it was in bad shape, this was a lack of proper maintenance.  We did advise you per our policy, Section F. Limitations of Liability #12 that CHW does not provide coverage for units that lack proper routine maintenance.We do see that we did offer a goodwill gesture to you in the amount of $400 which you declined and our Customer Advocate had offered you the amount of $550 to assist with the claim.Please feel free to contact her if she hasn’t contacted you by now.  Her email is [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]   A review of the claim shows that the claim was processed in accordance with the policy and there was goodwill granted to provide assistance with the non-covered portion. However, if you have received a bill from the technician that was first dispatched, that is a document that was never received by CHW. Additionally, notes indicate that the first technician didn’t complete the job as he was away and another technician was dispatched. Please have the technician present the bill to CHW to provide an opportunity to resolve the issue. CHW can’t pay for something that wasn’t complete and that there was no bill received for. Please call the CHW customer service team directly with questions at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because it is essentially the same as before.  The acceptable resolution is to refund my complete subscription since you found a convenient way out of your obligations when time came to deliver services.  I will NOT sign any agreement with "hush" conditions.  
Regards,
[redacted]

Dear Siobhan [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 that your claim 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. The filters were clogged which is a part of maintenance.   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 and feedback, CHW has not offered to provide you with the amount of $415.00.  On the claim reimbursement form, it provides you with directions on how to submit your reimbursement to ensure that you are receiving the exact amount that you would be paying the technician. It also states that CHW is not an emergency company and we do not pay for emergencies.  You had the work completed to your unit and then you provided us with the invoice and expected CHW to reimburse you even though you went against our policy.  We did explain to you that although you had the work completed without authorization , CHW is willing to provide you with half the cost. Our offer to you, if you chose to accept it is $230.00.  This is more than the amount that CHW would have paid for this to be completed however we are willing to provide the extra amount but not able to provide the full amount.We will close the claim and document that you have been provided an option of the refund at half the cost, if you chose to accept this offer, please contact us.Thank you,CHW

Dear J[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:[redacted] .   Upon review of your claim, I do see that this claim was not covered per the policy, Section A. Coverage #3 that states that all units must enter the policy in proper working order. Also, section F. Limitations of Liability #1 that states that CHW does not cover any failures due to known or unknown pre-existing issues.  Having the policy open for only 2 weeks and having a failure such as your unit did showed us that the unit did not come into the policy in proper working order. We did apologize if anyone in our company was rude to you in any way, we do not have a [redacted] that works with CHW however; whomever it was we do not condone that type of behavior. We will be refunding you the funds you paid for the policy in the amount of $90.00 although you have cancelled the policy and knowingly that this policy does not receive a refund at all. We cannot provide you with the cost for the payments to the technician as this is something that was not paid to CHW.  We will only provide you with the funds that were paid to us. This amount will be placed back onto the credit card that you used to sign up with us and you will see if reflect in your account within 30 days. Best regards, CHW

Complaint: [redacted]
I am rejecting this response because:
I was told that the safeguards in the unit failed becisse the unit is 14 years old. The contractor told us that they see this with older units all the time. Air compressors are covered part of the contract and you just do not want to pay out on the claim. What is the percentage or claims that you have paid out for large ticket items? You have had lawsuits against you for similar issues. The contractor told us that that cannot give a specific reason why they air compressor stopped working. Grounding is something they list since they do not kmow the actual cause, but majority of the time it is due to age/wear and tear.
Regards,
[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 policy, I do show that CHW has assisted you with the following claims:Claim  # [redacted] for your Plumbing System in the amount of$371.26Claim #  [redacted] for your  Garage Door Opener in the amount of  $430.00Claim # [redacted] for your Washer in the amount of  $185.00Claim # [redacted] for your Garage Door Opener in the amount of $50.00We do apologize for the frustration with this new claim for your Air Conditioning Systems.  We did explain to you on 06/12/15, that these units were not covered due to a lack of proper maintenance. We were given photos along with a diagnosis that show to this effect.    Even after we had received the records from you, we still stated that is was a lack of proper maintenance. On 06/18/15, you had again spoken with Stephanie and she then advised you that the claim was not covered and as a good will gesture we would cover the cost of one unit.  Since you had declined her goodwill, she offered you $900 towards the claim but because you had disagreed with the outcome of the claim, meaning that you disagree with our policy, we would have cancelled your policy.  You declined our offer at that time.You then had spoke to Kyle, later on that day and he offered to have both units repaired, you would be liable for labor, freon, etc.  and again, we would cancel your policy because you are not in agreement with the terms and conditions. You did agree to these terms and then on 6/22/15, you requested in writing that we would NOT cancel the policy. On 6/22 and 6/23, we did explain to you that per our policy, we cannot offer you a full refund due to the fact that CHW has paid for claims for your policy.  You are more than welcome to cancel the policy but per the user agreement for this warrantySection L. CANCELLATIONThis 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.  You would receive a pro-rated amount minus a $50 administration fee as stated above.  CHW has paid out $1036.26 of claims for your policy, we would deduct that amount from the amount that you paid, minus $50 and your potential refund would be around $1080.00. If you were to have the work completed, the refund would be lower due to the fact that if you break the contract with CHW, we then deduct the amount that we paid for the claims and we also charge a administration fee.We are very sorry that you are upset with this claim, as we offered you all that we could. If you would like to cancel the policy without the units being fixed by CHW, please call our cancellation team and you can speak to them about the refund.  We are also willing to fix the units but we would cancel the policy due to the fact that we do not want customers to have a policy with us and not agree with our decisions when a claim is finalized.We will await your decision.Respectfully,CHW

CHW doesn’t offer insurance, it is a warranty. CHW pays more than 80% of their claims for customers, however, they have to be covered. The policy is extremely detailed as to the coverages that are offered as well as the exclusions. One of the exclusions is that CHW will not pay for claims that are covered under the manufacturer’s warranty and can’t be held responsible for the policy with the manufacturer. CHW apologizes for any misunderstandings related to the policy and the coverage. CHW values all customers and doesn’t want to lose any customers, however, if you would like to cancel the policy, you will need to call CHW at ###-###-#### to have the policy canceled.   Regards, CHW

[redacted], We have provided you an email with the outcome of the denial. Kindly provide CHW with routine maintenance records and we will be able to move forward with the claim.  Kindly send them to [email protected]. Thank you, Choice Home Warranty