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 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 [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 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

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]t.   A review of the claim shows that you have reached a mutual agreement with CHW and there was assistance offered to pay for the claim. CHW is currently awaiting your signed documents. Should you have any questions, please call the customer service team 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 www.choicehomewarranty.com/user-agreement/. A review of the claim shows that it was processed according to the policy.  This was a partially covered claim.  Based on the diagnosis that we received, it stated that pump failed and was not pushing enough water and the lower rack had broken arm; they both needed to be replace.  CHW covered the pump, however, the rack was not covered. Per our policy, Section D, Number 11, CHW does not cover “…Racks - Baskets – Rollers...”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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,

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/useragreement.com.Upon reading your complaint you stated that the power went out in your home and due to this power failure your electric and air conditioner failed. Per our policy we do not cover failures due to power failures. Please see section F. Limitations of Liability #8We are 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.I do see that your policy has been cancelled and you were provided a pro-rated refund as per our policy Section L. Cancellations, you placed a CHW did provide the service of dispatching a technician to your home, therefore you are not entitled to a full refund. We do apologize for any frustration that you have experienced.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 for the air conditioning unit shows the claim was processed according to the policy. The unit was found with a tripped breaker and the system has an internal failure of the compressor which is caused by excessive overheating. This occurs due to a lack of proper routine maintenance on the system. In accordance to section Letter F, Number 12 of the policy, this is not covered. CHW did receive documents that weren’t sufficient evidence of maintenance performed on the unit. The documents that were sent didn’t have any information related to the maintenance and didn’t include identifying information on the unit. As such, the claim couldn’t be covered.   CHW apologizes for the delay in having the claim for the pool spa handled. CHW continues to work diligently to find a qualified technician to assist with the diagnosis. However, CHW has made you aware of the reimbursement option that is offered to all customers that will allow you to be able to choose your own technician and CHW would reimburse you according to the guidelines which were outlined.   We do regret your frustration; however CHW is in full 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

[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

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

CHW has processed the claims in accordance with the policy. There have been no statements or actions performed to avoid the payment of claims. If you have any questions, please call the customer service team at ###-###-####.   Regards, CHW

Complaint: [redacted]
Yet to receive any email from the service technician - I check my spam and junk folders every day, no message from [redacted] Quite frankly, I find it ridiculous having to go back & forth on this simple request. I've reached out to both Choice Home and Cumberland services several times for this and I find this to be very poor customer service.
Regards,
**

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 handled in accordance with the policy section Letter D, Number 4. CHW does not cover repairs related to condenser casings.   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:
My complaints in the original report HAVE NOT BEEN responded to! My home warranty; includes.....Air Conditioning System, heating system..... D. Coverage, 4. Air Conditioning/cooler, include.....All components and parts. 5. Heating system, included; all components and parts necessary for the repair of the heating system. 19. .....Your sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less. You agree that, in no event, will our liability exceed $1500 per contract item for access, diagnosis and repair or replacement. On 12/11/16, I called for service on my A/C Central heat & air unit. I was given a claim number [redacted].   On 12/13/16, (still without heat), a service technician evaluated the unit and found it to have a defective compressor. He reported that to Choice Warranty.  Why Did I have to wait two days without heat? Your contract states 24/7, your service technician stated, "They will not pay for weekend service! On 12/13/16 Choice warranty made a call to me stating that my warranty service was denied because  a safety switch was BYPASSED. Why did you accuse me of defeating a safety device that caused my equipment failure? On 12/13/16 I called Choice Warranty while their service man was still present. I asked the service man what safety switch was bypassed. The technician responded "no safety switches were bypassed. I demanded that you accept this as a warranty! The lady on the phone disappeared for a few min. Then returned with a statement that "this is not normal wear and tear" and it is still denied. Why, when I proved you a lire, did you change your excuse, from the safety switch to wear and tear? I refused to accept that reply so she left the phone again for a while, then she returned with a different statement "the compressor shorted out and that is not normal wear and tear, so it is still not covered". Again I would not accept those responses, Why, when I refused to accept your third, different, response, have you changed it again? My copy of the contract does not have the statement, "...Shorted out compressor is not normal Wear and Tear." in it. I threatened the possibility of further action and it might include legal action. Latter on that day I received another phone call from Choice Warranty, this time I was offered financial assistance in the amount of $300.00 to which I replied, (I will consider that and let you know!. Why, when I refused to accept any of your exceptions, did you offer me the financial assistance?   I your letter to Revdex.com you emphasize "INCLUDED" under the terms...   My contract page five, section D. COVERAGE, sentence 4. AIR CONDITIONING, stated "INCLUDED: ...central air conditioning ...All components and parts... So what is the question of INCLUDED? My A/C and components are included/covered. You respond "This failure occurs from the compressor overheating and damaging the internal windings." You are correct, but in complete! In fact the compressor, if not out of oil, overheats due to the mechanical portion of the pump binding up due to wear, draws excessive current through the coils and eventually shorts out. This supports that the compressor had a mechanical failure that resulted in an electrical failure. You respond "According to our policy, this failure is not normal wear tear which would not be covered under our policy" I disagree with that statement. I went to the URL you provided, http://www.choicehomewarranty.com/useragreement, that statement DOES NOT appear anywhere that I could find, even after hours of searching all of the links provided. If you want your policy to exclude more than what is listed under Excluded, you will need to expand it. Furthermore I could not find, on your URL, any definition of "Normal wear and tear". So I searched Wikipedia, and British Dictionary Excuse #1 "a safety switch was BYPASSED."Excuse #2 "this is not normal wear and tear" and it is still denied."Excuse #3 "the compressor shorted out and that is not normal wear and tear, so it is still not covered". NEW EXCUSE #4 "per our inside technical staff CHW would not cover this claim due to the failures not being of normal wear and tear, the compressor continues to trip the breaker would not constitute of something that normally happens to a unit. "NEW EXCUSE #5 "...failures that we believe is normal wear and tear. "NEW EXCUSE #6 "...We ask that you also review Section F. Limitations of Liability #12 as this could have been prevented with proper routine maintenance therefore it is not normal for a unit to fail as such. UN ANSWERED QUESTIONS;Why, when I refused to accept any of your exceptions, did you offer me the financial assistance?Why Did I have to wait two days without heat? Your contract states 24/7,Why did you accuse me of defeating a safety device that caused my equipment failure?Why, when I proved you a lire, did you change your excuse, from the safety switch to wear and tear?Your response also states, "Our policy covers normal wear and tear of mechanical failures; please see Section A. Number 2.Please explain what mechanical failure is covered in my; Refrigerator, Water Heater, Electrical System, Plumbing Stoppage, Microwave, Oven/Range, Cooktop, Ductwork, Limited Roof Leak, Stand alone Freezer, Septic System.  CONCLUSION; My copy of the contract does not have YOUR definition of wear and tear.Your web site does not have any definition of wear and tear.Without your definition of wear and tear, we will have to depend on the one provided by the industry!My copy of the contract does not have the statement, "...Shorted out compressor is not normal Wear and Tear." in it.You commented that you would have covered a mechanical failure! this was a mechanical failure, so you need to cover it!"...per our inside technical staff CHW would not cover this claim due to the failures not being of normal wear and tear, the compressor continues to trip the breaker would not constitute of something that normally happens to a unit."  is not displayed in my copy of the contract, nor is it on your website!A contract is the things, and only the things, written down within the four corners of the contract. you FEELINGS have no bearing on a contract.You now accuse me of not performing, "routine maintenance", again you are wrong, regular maintenance has been performed!You response "This failure occurs from the compressor overheating and damaging the internal windings." You are correct, but incomplete! In fact, the compressor, if not out of oil, overheats due to the mechanical portion of the pump binding up due to wear, draws excessive current through the coils and eventually shorts out.Under these conclusions you are in depth to me for the sum of $1,500.00    wear and tear  noun 1. Damage, depreciation, or loss resulting from ordinary use Wear and tear is damage that naturally and inevitably occurs as a result of normal wear or aging. It is used in a legal context for such areas as warranty contracts from manufacturers. Wear and tear - Wikipedia https://en.wikipedia.org/wiki/Wear_and_tear   wear and tear  or wear-and-tear  [tair]  Spell Syllables  ·        Word Origin  See more synonyms on Thesaurus.com  noun 1. Damage or deterioration resulting from ordinary use; normal depreciation. Origin of wear and tear British Dictionary definitions for wear and tear Expand     Your response also states, "Our policy covers normal wear and tear of mechanical failures; please see Section A. Number 2. Please explain what mechanical failure is covered in my; Refrigerator, Water Heater, Electrical System, Plumbing Stoppage, Microwave, Oven/Range, Cooktop, Ductwork, Limited Roof Leak, Stand alone Freezer, Septic System. We have also emailed you a copy as well as mailed a copy of your policy to you for you to review. NOT RECIEVED! Please stop procrastinating and looking for excuses, SIX (6) NOW, not to make good. Please send me my $1,500.00 that was covered under this policy! Regards, [redacted]

[redacted], Thank you for your response however CHW is not able to provide you with a full refund as well as a covered claim.  We have offered to provide you with a full refund of the paid policy providing that you sign the release agreement that was sent to you. Please note that CHW does not cover failures that are related to replacement of the water heater.  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 [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

I am rejecting this response because: My contract policy states the  administration fee is $25 not $50. If need be I can scan the contract agreement to you all where it states $25. Plus you all charge me a $60 service fee on my refund and it's suppose to be $45. My lawyer also said you all prorated my refund at what you all are charging now and It's suppose to be prorated at what I paid, which was $1125 for 3 years. Which is $31.25 a month, not $50 which you prorated my month of service with you all. The company has unprofessional and unsatisfactory business practices. I need a refund of $560.00 or my lawyer will be forced to take further actions. I have included a copy of the contract I was mailed.

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

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]