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. We have re-reviewed your claim.   In addition to the heat exchanger being rusted and cracked, the unit has a 20 year manufacture warranty; your unit is 9yrs old therefore it is still under warranty.Per our policy, Section F, Number 15, CHW does not cover any item while still under an existing manufacturer’s, distributor’s, or in-home warranty.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 her your frustration. We are glad to see that you have decided to keep your policy open. In review of your policy, you spoke with our Customer Solution Specialist who offered you $500 of goodwill funds to assist you on the non-covered claim and a $45 service call fee. Choice Home Warranty thanks you for giving us another chance to provide home warranty service coverage on your systems and appliances. 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. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that internal windings in the compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.Per our policy Section Letter A, Number 2, CHW covers 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 stated that you understood. If you would like to further dispute this claim, you are entitled to getting a second opinion at your own expense.   If you choose to do this, please email the detailed invoice with the diagnosis to [email protected] for review.  If the outcome differs, we would adjust the claim accordingly, based on our 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 www.choicehomewarranty.com/useragreement.   A review of the claims show that they were processed according to the policy. Based on the diagnosis we received for the plumbing claim, it stated that the kitchen faucet is leaking and needed to be replaced.  Per our policy, Section Letter D, Number 8, it states that we do not cover “…Faucets…” Our Sr. Claims Specialist advised you the outcome of the claim and you understood.   On your first roofing claim, the diagnosis we received stated, that there was a leak coming from the flashing material.  Per our policy, Section Letter E, Number 6, we do not cover “…Flashing…” On the second roofing claim, the diagnosis we received it stated that there was a hole in the roof that went through the shingle and flashing.  This hole was not caused by normal wear and tear.  Per our policy, Section Letter A, Number 2, it states that we cover failures that “Become inoperative due to normal wear and tear…” Our Sr. Claims Specialist advised you about the outcome of the claim, in which you were not satisfied and requested to cancel.   You spoke with our Customer Solution Specialist who advised you that you were not eligible for a refund.  At your request, we have kept your policy opened.   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: The components that make up the evaporator coil (Copper, Aluminum or Zinc)  do not “RUST”. The term “rust” is reserved for the corrosion of iron or steel and if you are even slightly familiar with A/C components, then you would know, there are no iron components associated to the A/C evaporator coil, which is the subject of my Denied claim.  Therefore, you are incorrect for denying my claim based on RUST because the components that make up the evaporator coil (Copper, Aluminum or Zinc)  do not “RUST”.It appears that your company is in the business of looking for loopholes or key words to avoid honoring the advertised warranty program, then it only makes sense that Choice could care less about the root cause.The root cause of the evaporator deterioration is not Rust but instead, a result of an electrochemical reaction that causes an engineered material to disintegrate as a reaction to its surroundings.If you know anything about metals or chemistry, then you should know whenever you have dissimilar metals (Copper, Aluminum or Zinc which are usually the main components of the evaporator coil) that are in contact with one another in the presence of an electrolyte (in this case condensation or water), then you have what is known as a GALVANIC ACTION, resulting in the chemical deterioration of the metal with the lower galvanic number. Add several years to the Galvanic process and we have the root cause of my evaporator coil leak.Unfortunately, from experience, once the evaporator gets to the existing condition, the only option is to replace the evaporator coil. Any other corrective action will only result in a temporary repair.My request is to have your technical panel reassess their decision, do your homework on rust and perform the proper corrective action which is to replace the Evaporator coil or the entire unit.Since the unit is aged and requires a refrigerant (R-22) that is being phased out due to environmental reasons, the best option is to replace the entire system.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. If feel that they are very deceptive in their advertising and do not do as promised.  If you review all the complaints you can see that I am not the only one to have a similar complaint. Since I am not sure what other avenues I have and I am not satisfied with their response but will not pursue my complaint any further.Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because: the reason for the denial is bogus. The technicin never said those things nor submitted paperwork stating so. I called in and told the rep that. When she was confronted with the info he proceeded to tell me that it didn't matter if it was from lack of support or not that it wasn't covered.as far as the heat kit, they never said it had nothing to do with the ductwork that was causOmg it to fail. I spoke to the tech again and he said they never said nor submitted anything that said that. So with that UFO please explain to me why you are not covering besides "we aren't covering!" That is what your rep Meesha kept stating to me. I'm not at all satisfied and want to know who else I can voice my concern.
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].   We are definitely sorry to hear that you want to cancel your policy with CHW. Our goal is to provide all customers with outstanding service at all times. There will be times that in accordance with our policy, claims will not be covered. It appears that your claims were processed in accordance with the policy. Please call our customer service team for assistance 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

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 you requested emergency service which we are not.  We did advise you that if you were to have the work done without authorization, we would not reimburse for any of the work that was completed. Please see Section C. Service Calls #3 that states that if you have work completed without authorization, CHW will not reimburse you for the cost. The technician advised CHW that the unit was in very poor shape, they provided photos to show that the unit had been rusted with corrosion.  Per our policy, Section F. Limitations of Liability #1 and #8 show that we do not cover failures that are of rust or corrosion, it was also stated that the unit did lack proper routine maintenance.  The invoice that we received was from 2013, this is not routine maintenance. We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],   Your claim wasn’t covered not only due to the policy, section Letter F, Number 8 for rust and corrosion but also as outlined in the policy, section Letter D, Number 4 which is that leak detection tests are not covered. The leak that you experienced may have resulted in rust as there was water leaking. It appears however, that in the interest of customer service, you were offered an additional $400 to help with the non-covered repairs. This was done as we value you as a customer and want to be able to accommodate in some way, despite the uncovered repairs.         Regards, CHW

[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]. All of our information was sent to you upon your start date as well. You did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your policy, I do see that CHW has assisted you in your previous repairs for your dryer.  We do regret the frustration with this current claim for your Air Conditioning System.  Per the diagnosis from the technician that we received, stated that the leak in the system was caused by the rust and corrosion that you had on the unit.  Per our policy, Section F. Limitations of Liability #1 states “1. 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.”  Also, if routine maintenance was done on this unit, the part of the unit that had rusted enough for the leak could have been prevented. Per our policy, Section F. Limitations of Liability #12 states that CHW will not be responsible for repairs that are lacking proper maintenance.  The customer has to follow the manufactures specifications in regards to the cleaning of the unit and also they would have been able to assist with keeping the unit from having a leak.   Please see Section F. #12. 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.We do regret your frustration with this claim, CHW does appreciate your business but unfortunately this would not be a covered claimWe urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  Best regards,CHW

Dear [redacted],We regret to hear your frustration.Please be advised that the invoice that we received, stated that there was a leak on the evaporator coil.  In order to properly proceed with the claim, we requested pictures of the leak location, indoor/outdoor coils, and data tag...

information.  We never received the requested pictures as you replaced the unit - therefore we were unable to proceed with the claim. Please be advised that CHW did not approve or advise you to purchase a new unit.  Our policy states in Section Letter C, Number 3 that CHW “…will not reimburse for services performed without prior approval...”Due to your dissatisfaction, we offered you $100.00 and a onetime free service call fee.  To accept either offer, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.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 it appears the claim was processed in accordance with the policy ans you have opted to take advantage of the goodwill gesture payment in the amount of $450. The check has been processed and mailed. Your complaint indicates that you would like to cancel your policy with CHW and a request has been placed to ask that you receive a telephone call regarding this. The cancellation request was referred to as being “denied” based on the policy, section Letter L, Number 4 which states, 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. Please accept the apologies of CHW if you were treated in a manner less than professional. Our teams are trained to be extremely professional and handle all customers in a very respectable manner.   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:After being contacted by Choice yesterday, with no resolution, I decided to wait to cancel because they still only offered me less than half of what I paid originally.  I didn't want to lose that much money, $1,750 vs $803.41 refund for the four remaining years, and supposedly an additional sixth year.  I let them know that I waited until one whole year has passed, and felt like I should be refunded the remaining four years.  They told me since I had multiple years that there was a different contract that I could find online (different from the booklet that they originally sent me) . I went online, and it was the exact same service agreement. Which says "the term is 365 days from the time I bought the policy.  It says nothing about five year policies.  In the cancellation section that they told me to look at, L4.  It says that after 30 day, "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. Again, since I kept the contract for the whole year, I feel like the cost they incurred on our behalf should not be deducted from my refund.  If I had only taken out a one year contract, they would not be able to deduct any service costs incurred.I told the man I talked with that I would keep the policy for now, instead of being given the ridiculous amount that they were offering me, but that I had no confidence that if I did have a claim, they would come through on their end of the warranty, and therefore they were a scam!  On the Revdex.com website they had 613 negative comments posted to only 98 positive.  Most of which were for not following through on their agreement.  I would still appreciate your help in getting me the fair amount of the refund that is fair, $1,750 divided by 4, which equals $1,400. 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].   Upon review of your claim it appears that your policy was handled in accordance to the terms outlined in section F, Number 1, CHW is not responsible for repairs due to rust and corrosion.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Additionally, secondary damages are not covered.   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 claim, we do see that the Air Conditioning claim was not covered due to the diagnosis that was given to us.  We were advised that the unit had a Freon leak that caused the compressor to fail. A leak in the unit causing the compressor to overheat is considered to be secondary damage and that is not something that is covered under your policy.  Please see Section F. LIMITATIONS OF LIABILITY 19. You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages. 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.We understand the frustration with this claim and we do not want you to feel as though we are in any way falling short of our policy.  We would like to offer you a goodwill gesture of $200 towards the claim, we are also offering to place a free service call fee onto the policy for any future claims that you might have. We always urge our customers to read the policy as stated it is online for all to view on our website. Please advise is you would like to accept this offer as this claim is not covered but we are willing to assist with a good faith offer of $200.CHW is in full compliance with its terms & conditions.  Respectfully,CHW

I spoke to the Technician and he said that he never advised to Choice Home Warranty that this malfunction was a pre-existing condition, he stated that this was an electronic equipment with electronics parts that can fail at any giving time, and he was expecting Choice Home Warranty to replace the full equipment at no cost to me. Also, I was a member with your company for more than 3 years, and I noticed that you were not automatically withdrawing the funds from my bank and when I contacted you, (Which you never did by the way) my account was already closed by you, and since I trusted you I joined again for coverage, and when it was time for Choice Warranty to cover me, it never did, I feel betrayed and scammed.
Regards,
[redacted]

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that the compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we 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 satisfied.  We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $500.00 to assist you.  You declined this offer. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Phyllis [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 values the feedback shared regarding the technicians that have been hired to assist their customers. This information will be gathered from all of the claims that you have placed and provided to the Vendor Relations manager to handle. It is feedback such as this that is used when re-evaluating the contracts. As indicated in the policy, section Letter F, Number 19 “You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance”. A review of your account with CHW shows that your account has been canceled in accordance to the terms of the contract and a credit was added to the card on file. If you have any questions, please call the customer service team 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:
I feel the company did not fulfill the terms of the contract and fix my AC unit. I think they should be held responsible to do what they said they would do instead of finding false reasons  to reject claims. Giving me my money back was never offered until I filed this claim and is an insult as I sit here with a broken unit and no idea how it will be repaired. There are so many claims filed with the Revdex.com against this company I can't believe they are allowed to stay in business deceiving customer after customer. Something needs to be done to stop  them. One man suggested a class action law suit.  I just really want my unit fixed but intend to follow through with this as far as I need too, to get fair compensation.
Regards,
[redacted]