Bass Services, Inc.

[redacted] ,We do regret your dissatisfaction with the outcome of the claim however upon review of the diagnosis, the outcome for this claim would stand. Respectfully,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

Complaint: [redacted]
I am rejecting this response because: as a consumer, I buy insurance to repair things that brake. I am not HVAC technician. Your small print list of what exact part brake you will cover or not, may include all the part from your experiance fail, so you actually cheatingn the consumer by not covering things that fail often.you decided from past experience that a crucial mechanical part of the HVAC, the valve that reverse the flow of gas in a heat pump and make it a heater or an air conditioner, is not something you cover. why? because you know it can lead to a catastrophic failure of the appliance. which it did.   Let's say you are not covering a valve, that is a $10 item. fine. deduct $10 from the cost of the catastrophic failure repair.  the leak from the coil and the evaporator created by the sudden change of pressure should be covered. all three technicians told you and told me that it leaks, and you even refused to pay for detecting WHERE it leaks from. Only after I opened my mouth and gave your rep a lecture , he agreed to pay $200 for a leak detection. which you did not pay yet, by the way.  after the leak detection procedure found that it can not be repaired, the leak was from the weakest points in the coolant system inside the coils of the evaporator and the a-coil, you recognized that yes, the system needs to be replaced. But your horse-trader over the phone, offered me to pay only for half of the problem and not for the labor. he said that he will send a new air handler that cost him $500, and the rest is my problem, including the $1,200 labor to install. at that point I had enough of his oily "I do you a favor" kind of talk, I told him I will pay for it and sue you for the money, and hanged up. That person on your side of the phone was a snake oil seller and I am not buying snake oil.I am not a technician so all the technical terms here is what I understood from talking to the 3 different HVAC technicians that checked this system, and it is only my understanding. I filed a complaint with the Indiana Attorney General. I have a hunch that  $779,913.93 was not enough for you to understand that your practice sucks. You may need to pay it again in Indiana, to understand that you can not screw consumers with impunity. And you are trying to screw a consumer here. I hope you guys will do the right thing and pay for the repair. I personally paid for this policy using my own credit card (I am the manager of [redacted]), I personalty paid for the repair using my own cash , and if you continue to deny this legitimate claim, I will have no other choice , pun intended, other than suing you personally for my loss .  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]   A direct link to the policy is included above. Additionally, when signing up for the policy a copy of the contract was mailed and emailed to you. The effective date of the policy is 30 days after the sale date of the policy to allow customers an opportunity to read and understand the policy. Section L, Number 4 of the policy outlines the cancellation terms of the policy. If you would like to have the policies canceled they will be canceled in accordance to the policy section Letter L, Number 4. If you would also like to have another copy of the policy sent to you please feel free to call the customer service team at [redacted] and they will be happy to provide the information for you.     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 the claim shows that it was processed per the policy section Letter F, Number 8 where it indicates that storms, power surges and acts of God aren’t covered. As a result, the refrigerator wasn’t covered for this claim. A request was received to cancel which it appears was changed. CHW doesn’t want to lose any valuable customers, however, if you choose to cancel, the policy will be cancelled in accordance to the policy, section Letter L which states, “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 10% administrative fee and any service costs incurred by us”. This means you will pay for the time that you had the policy, any claims that were filed and an administrative fee. You can call the cancellation team directly at ###-###-#### to get assistance with this.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Our goal at CHW is to provide all of our customers with outstanding customer service. Our records reflect that you have canceled your policy with us as we weren’t able to meet your needs. We apologize that you weren’t treated properly and please know that is not indicative of the level of service that we provide at CHW. After a careful review of the notes it appears that you were offered a full refund of your policy once you have signed a release agreement.  We have already canceled your policy in accordance with the policy, section L, however, we can provide a full refund if you would like to sign the release agreement. Please call our customer service team and we will arrange to have this sent to you. Please call our customer service team at [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. The policy has a sale date of 6/13/16 with an effective date of 7/13/16. The 30 days is provided to the customers as indicated in section Letter A, Number 3 of the policy to review and be sure things 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. A diagnosis of the unit determined that the unit holds 5 pounds of Freon and is missing nearly half of the Freon which would occur as a result of a large leak. A leak of this magnitude is not one that would develop in such a short timeframe of the policy which was 6 days old when the claim was placed. Although CHW values all customers and would not want to lose any customers, you have indicated that you have a desire to cancel. This can be done by calling the customer service team at 1-888-531-5403.   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:
Exactly, you are a warranty company and that is why I got it--thinking I would get warranty on my appliances, if I couldn't get it covered by the manufacturer. In this case, the Manufacture: [redacted] honored their warranty--which is to replace their unit. However, the unit needed to be installed; something that Choice should have covered.  Based on this experience, I feel that Choice is behaving like a scam; a scheme!  Yes, you may pay 80%, but it seems to be 80% lower priced items. As soon as it gets to be an expensive item (like an A/C), you open the book on excuses, and reasons why you shouldn't pay.  So, what you are saying is that if an AC unit is less than 10 years old and a compressor goes bad, you won't cover--since the manufacturer has a warranty on the product, but not the installation or labor.  So, you are saying all your customers should fork out the $450 or that it costs to install the unit (for your records, I have attached a copy of the $475 payment I made to the installing company). Why the heck would anyone in their right mind, knowing this, ever want to have you as a Warranty company, if their appliances are reasonably newer (or have an A/C unit that is less than 7 or 10 years old?  Most of my appliances are relatively new; based on this logic you are presenting, I may never get covered by Choice.  From where I sit, this looks like good old SCAM, which most folks miss. And just assume that they are paying for something that will be there when they need it.I will let all those reading this communication make their own conclusions, but based on my experience here, Choice Warranty is not doing the right; and taking advantage of their position. They will take premiums, when it comes time to pay claims, the stories/excuses begin!! I tell this much, you will have me, or anyone who values my opinion, as a customer, unless you can rectify this obvious deficit in your "WARRANTY" policies.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],   the addresses of the properties denied are [redacted]  [redacted], where your tech was reported pulling out the quick connect and wiring ,  [redacted]  [redacted]  We just want what we paid for and reliable , honest, Qualified technicians.   We are in the same industry and complete service calls for warranty companies.   We often went behind the techs for Choice Home Warranty that were not qualified or even licensed collecting hundreds a day .  This is a huge problem and Choice has not done anything about it .    We hope we can look up to Choice again some day, but not today,      Thank you,

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 it was not a covered claim due to a lack of proper routine maintenance. You provided records to us however they were not of maintenance, they were records of repairs that were done on the unit. The difference between the two are that routine maintenance is done yearly on a unit and repairs are only done on the unit when something is wrong.
We do see that as a goodwill gesture, CHW has offered to provide you with $300 towards the unit. We do hope that you consider this offer as it is a goodwill that is to assist you with your claim.
We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.
Sincerely,
CHW

[redacted]CHW will be able to provide you with a goodwill gesture but we cannot provide it to a policy that is past due.  We sent you a form to sign and you did not return it to us also you did not update the payments.  If you would like a goodwill gesture we would have to have the policy in good standing. as stated in our previous statement.A goodwill is not a covered claim, it is an offer to assist in good faith.  Our system will not allow us to provide a goodwill on a policy that has been behind in payments.Thank you,CHW

[redacted]We do regret your frustration however this claim is not something that is covered by our Warranty company.  Please feel free to contact us with any other covered claims and we will be happy to assist. CHW

We don't require maintenance records but suggest records in an attempt to review claims. Although we realize that you may not have records, often times our customers are able to obtain the documents directly from the company. This is an option that we offer to our customers in an attempt to review the claim and perhaps offer coverage. We also extend our apologies that you weren't aware of the 30 days for the customer advocate to respond. You, as all of our customers are extremely valued and we want to do the best we can to get back to you in a timely manner. If you are able to attain the records please send them to [redacted] Regards, CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at [redacted].Upon review of your claim, we do see that your policy began on 1/30/16 and you placed your claim for your unit on 1/31/16, this was a day after the policy began.  Also, you stated that the last time working was “Friday” which was a day before the policy began, this shows that the unit did not come into the policy in proper working order.  Per section A. Coverage #3 states that all units must come into policy in proper working order.  Also, Section F. Limitations of Liability #1 states that CHW does not cover any known or unknown pre-existing conditions.On 2/6/16, we see that you had spoken to our customer service department and we offered to allow you to use the reimbursement option.  Our reimbursement option which states that you must have the technician contact our authorizations team for approval before any work was to be completed.  We do see that the authorization team was provided with a diagnosis of the system but we did not provide him with the “okay” to proceed with the repair.  We thanked him for the diagnosis and explained that we would have to contact the customer to provide the outcome of the claim because this was not covered.We do see that CHW has offered a goodwill gesture to you for this claim in the amount of $125 to assist you even though this claim should and is not a covered claim per the terms and conditions of the policy. We can offer to provide you with a full refund of the policy if you do not wish to accept the goodwill gesture of the claim.  Your full refund would be $80.00.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:  I plan to obtain a second opinion on the AC system and cause of the leak. I will submit this new report ASAP. 
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 complaint, you stated that you had requested transcripts from the tech to Choice Home Warranty.  We do not have any such documents as this is a verbal communication and we do not send this out to the customers.  If you would like a written letter showing why the claim was not covered, that we can provide; and I do see that we did provide that to you on 7/10/15.We also see that you had spoken to the technician and stated that you no longer wanted his services as you were going to cancel your policy and use further actions to have this unit replaced.On 7/7/15 we did advise you that there was a leak from the condenser coil at the soldering joint.  This leak was caused by either a previous repair or a manufacture defect that could take time to start.  We advise you to contact the manufacture to find out if this is an ongoing issue with this type of 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. Choice Home Warranty was in full compliance with its terms & conditions.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]
  We have made an effort to reach out to you to resolve this issue. Please call our customer service team directly if you have any questions at [redacted]   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],   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

Dear [redacted],We have sent you an agreement that we would have to have signed in order for the full refund to take place.  Kindly send it to our customer Advocate and we will place the refund directly back to the credit card you purchased the policy with. All our best,CHW

[redacted]You have paid a total of $487.50 into the policy and CHW has paid a total of $373.00 for your claims.  We are offering to provide you with a refund of $114.50 which is the total paid minus the total paid out.  If you do not wish to cancel, you are welcome to send in maintenance records to our company to have them reviewed by our authorization department.  Once they are reviewed, if they do show that the unit was properly maintained, we will be able to assist however if they are not proper routine maintenance records, we will not be able to assist.Please contact us at ###-###-#### if you would like to speak with one of our managers.Thank you,CHW