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. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that there was missing Freon from the unit’s sealed system.  Please understand that this would not occur from normal wear and tear.  Per our policy, Section Letter A., Number 2. CHW only cover failures that “…Become inoperative due to normal wear and tear…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance.  If you would like to further dispute this claim, you are entitled to getting a second opinion at your expense.  If you choose to get a second opinion, you can submit it to [email protected] for review.  If the outcome proves to be different, we would adjust the claim accordingly.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted], We understand your frustration however we are not able to assist you on this claim.  We do see that you have cancelled the policy and we did follow our policy Section L Cancellations to cancel the policy correctly. CHW charged you the administrative fee as well as provided you back the pro-rated refund. CHW is in full compliance with the terms and conditions of our policy. Thank you, CHW

I do apologize CHW has offered you a goodwill gesture to cover this non-covered claim.  Your unit had failed due to rust or corrosion, regardless of the 3rd unit and improper coverage, this unit was not covered due to the rust. Please see our policy Section 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.As stated a goodwill offer of $300 has been offered to you, this is the amount that we are willing to pay for assistance to you on a non-covered claim.Thank you,CHW

In response to your letter dated 6/18/2015 I have read the comments made by Choice Home Warranty and I strongly disagree with their stance. They claim that they covered claims for my Garbage Disposal and washer which costs were minimal. However, when my A/C unit had an issue and needed to be replaced they didn’t want to cover it because it had rust. When the service technician came and inspected the unit it had some surface rust but was not bad. In fact in most A/C units there is surface rust because it has water running through it and it sweats or has condensation as some point. I feel because this was a high dollar item that Choice Home Warranty didn’t want to cover it. They did not have any problem taking my money each month and would of continued if there weren’t any issues. The whole purpose of a appliance warranty is in case you have an issue it can be repaired or replaced. I feel that at a minimum Choice Home Warranty should of offered to pay some portion of the replacement if they could not repair it. Instead, I was given a run around and was without air for about a week and a half. I want to make sure that no one else has to go through what I have had to.

Dear [redacted],We do regret your frustration however you did go through our reimbursement process and we are providing you with a check in the amount of $130.00 as explained to you.  Our checks have a processing period that take 30 business days from the date that it was authorized in our system, the same date that you had accepted the amount.  This check will be sent to you 30 business days from 1/15/16.  You should be receiving the check very shortly.Thank you for providing us with the information about the technician that was dispatched to your home.  We appreciate all feedback and we will advise the Territory Managers to speak to the vendor and verify that they do not want to work with our company.  We do apologize that a vendor would state such things to the customer.We are not able to provide you with 2 or 3 free months but as a goodwill gesture, I have authorized one month free onto your policy.  Your normal date to be charged for the policy is the 15th of each month, this month of February has been paid in the amount of $37.50 and we will skip the month of March for you.We do regret that you feel as though we are a scam since we have assisted you in previous claims that amount over $500.00.  We also look forward to assisting you on future claims.. Thank you,CHW

[redacted]Our customer service agent explained to you that CHW only covers mechanical failures and when they were described the failure, they stated that to you.  Also, since our policy only covers failures that are caused by normal wear and tear, this does not fall under the terms.We do see that a check has been processed for the refund.  Our normal processing time is 30 days. 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 www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that the unit was missing all of the Freon.  Please note that your policy coverage start date was July 27, 2017 and you stated that the last time your unit was working was August 12, 2017. The failure that occurred to your unit would not have happened in the short lifespan of your 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 strive to provide the best customer experience, therefore as a goodwill gesture, we have applied a onetime free service call fee onto your policy.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:
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]

CHW was extremely flexible and accommodated the request to cancel the additional policy under other guidelines, however, in accordance with the policy as stated previously, this account can be cancelled in accordance to the policy as stated in section Letter L, Number 4. If  you have any questions, please call our customer service team at ###-###-####.   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. Please understand that Choice Home Warranty is not a contract of “insurance” as per our policy, Section Letter A, Number 3. A review of the claim shows that it was processed according to the policy. The diagnosis that was received stated that unit A’s compressor shorted to ground.  The compressor shorting to ground does not constitute as a normal wear and tear.  Per our policy, Section Letter A, Number 2, we only cover failures that “Become inoperative due to normal wear and tear…” The diagnosis for unit B showed that there was a leak in the system; this indicates that there is a leak somewhere in the system.  When the leak is not visible to the eye, a technician must perform a leak test.  The test will determine the location and cause of the leak and the technician will also provide pictures of the leak, the indoor and outdoor coils.  Per our policy, Section Letter D, Number 4, we do not cover “…leak detections…” Our Sr. Claims Specialist advised you about the outcome of the claim, in which you advised that you asked the technician to add Freon to your system.  This addition was not approved by Choice Home Warranty.  Please see our policy, Section Letter C, Number 3 where it states “…We will not reimburse for services performed without prior approval….” At this time, the outcome of this claim stands. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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

Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your policy, 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

Complaint: [redacted]
I am rejecting this response because:  My washer was working fine until 3 days before I reported the claim.  I did not state at any time my washer last worked on 01/01/16, that is a false statement. Secondly if my dryer was working in the time frame my coverage was active it should be covered.  Every component on all types of machines are in the process of failing at some point.  If the business is not going to inspect the appliances before issuing the coverage or present in my home to witness when it fails, using the existing condition could be used as they see fit not reality of the problem.  The pump in the washer had a sock stuck in it and that is what caused the problem per the technician they sent out.
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. We regret to hear your frustration.  Please understand that the free 6 months that were given to you, is not added when calculating the refund.  Your refund was calculated accurately as you are entitled to a pro-rated refund.  Please see our policy, Section Letter L of Cancellations, as it states: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, 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.We do understand that you have reviewed the policy’s terms and where it shows that although rust and corrosion may be normal part of a failure, it is excluded from our policy.We do not want to lose you as a customer however we are not able to change the terms and conditions of the policy.Please contact our Cancellation Department at ###-###-#### if you chose to cancel your policy.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,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 www.choicehomewarranty.com/useragreement.     A review of the claims that you have placed have indicated that they have been handled per the policy. You stated that the first claim wasn’t covered due to it being placed prior to the effective date of the policy. The second claim was for the garage door opener not working. A technician was dispatched and it was diagnosed that broken garage door springs were the cause of the failure. Per the policy section Letter D, Number 15, the springs aren’t covered. The most recent claim placed was for the microwave. The diagnosis is that a control board was needed. Based on the value of the unit and the costs of estimated repairs, it is not beneficial to repair the unit. Section Letter F, Number 16 of the policy states, “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”. At this time, based on the costs of CHW, $170 is being offered.   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 claim, we do see that your refrigerator had a failure due to a line restriction. Per our policy, Section D. Coverage #3 states in the exclusion portion that CHW does not cover line restrictions.
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],We regret to hear your frustration.  Our records show that your previous policy ended on 4/13/2017, which was 6 months ago.  Please be advised that your new policy coverage start date is 11/29/17.  Unfortunately, you are not able to place claims until your start...

date.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 claim has indicated that a technician did respond in accordance with the timeframe designated. When a claim is placed, our customers are advised that their claim has been sent to our best available technicians in the area and it may take up to 24 hours for a technician to accept the work order. Once the technician accepts the work order, both an automated email and voice message is delivered to the customer with the technician’s telephone number. This affords the customer an opportunity to call the technician and schedule an appointment. We did call the technician as a courtesy and attempted to schedule an appointment for you and also waived the $45.00 service call fee that is normally charged. You were also presented with the reimbursement option and provided with the necessary details.   Section D of the policy states “the coverage is for no more than one unit, system, or appliance, unless additional fees are paid”. The exception to this is the air conditioning units in which we provide coverage for two. Additionally, Section A of the policy states “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 the appropriate fee is paid. As an additional courtesy, after indicating the lack of coverage for your air conditioning units, we presented you with the option of adding the additional units onto the policy to ensure you had sufficient coverage. For your convenience we offer a variety of additional coverage options. This will also provide an opportunity to understand the coverages of your policy.   We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted],You chose to cancel your policy already with CHW therefore we would not be able to provide any type of goodwill.We do regret your frustration with this claim.Thank you,CHW

We are not able to cover the claim as we have stated several times.  We offered you a good will gesture not to cover the unit but to help you with the repairs or replacement.  We do not expect a customer to stay with a company that they do not feel is fair, therefore, we offered you your money back. CHW is not obligated to offer anything to you for this unit because it is not a covered item.  The compressor shorted and that happens over a long period of time, longer than your policy was in place (less than a month).  We have offered to refund you the amount that you paid for the policy $135.00 in total ($33.75 a month) or the $500 as a goodwill gesture.  It is up to you if you would like to accept either one or none at all.  CHW has gone above our guidelines to assist you with this claim.Regards,Tracy