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 [redacted]
* The effective date of the policy was 6/2/16. A claim was placed for the Pool Spa and CHW was informed that the last time it was working properly was 5/30/16, which was prior to the start of the policy. After CHW made you aware, CHW was informed that the last time it was working properly was 7/4/16 and a technician was dispatched. The diagnosis was that the heater was not working, the unit burned out all the wiring and control board. These failures would have been prevented with proper maintenance. As such, based on the policy, section Letter F, Number 12, this is not covered. CHW received documentation that was not sufficient to demonstrate that there had been routine maintenance. The documents that were received didn’t indicate flushing of the lines or cleanings that had been done.   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 according to the policy.  Based on the diagnosis that we received, it stated that gas control valves failed and needed to be replaced.   Per our policy, Section Letter D, Number 5, CHW does not cover valves.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which were you were not satisfied.  We strive to provide the best customer experience, therefore, as a goodwill gesture we have added a onetime free service call fee onto your policy that can be used on your next claim.  We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]. Upon review of your claim, we do see that 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

Complaint: [redacted]
I am rejecting this response because: The written statement provide by [redacted] heating and Air contradict what you indicate they sent you. Rust was minimal and there was no crack in the manifold. In fact the service person never inspected the unit and stopped when he saw a soot stain on the exterior of the unit. He took a picture of that stain and sent that to you indicating probable "Blow Back" from cracked manifold. He never went beyond that. I told him (Service Person) that the soot he took a picture of was from my match, on repeated attempts to lite the pilot. It was like he never heard me. He kept saying my unit was old and dangerous and needed replacing and gave me an estimate of $2,400. He did noting more than take a picture and send that to you (CHW). CHW rejected the claim and the next day I requested a claim review. Later that next day a claims manager called and said they would approve only $400 for labor on the furnace replacement.In my investigation with [redacted] on their total invoices to CHW I found that [redacted] Heating and Air Billed CHW $400 for that service call. $400 for doing nothing. What I want is an additional refund of $400 for the fraudulent charge from [redacted] for services they did not render.
Regards,
[redacted]

Per our policy, Section F. #1 states that we do not cover any known or unknown pre-existing conditions to the policy. You placed a claim for your Pool and AC a few weeks after your start date of the policy.  We are not able to cover the claim for either one of them due to the policy.If you would like, since we are not able to cover the pool issue for you; we can provide you back the extra cost that it did cost you to have that coverage.As a good will gesture we would be happy to assist you with the refund of the pool coverage. If you would like this, please contact us and we will provide it for you.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]
* This information has been sent to your Territory Manager and they will contact you to assist. Regards,CHW

[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. I am not looking for a monetary band aid. I once again request that you honor your own statements from the information you have provided. 
Regards,
[redacted]

The heat exchanger sits inside of the storage tank and in the claim that you submitted the heat exchanger wasn’t holding any water. This sits inside of the water tank to heat the water up that surrounds it. In order for the water to leak the storage tank is leaking and tank failures are not covered under section Letter D, Number 6 in the policy.  Regards, CHW

Complaint: [redacted]
I am rejecting this response because:
I called [redacted] ###-###-#### for a second opinion. The technician, Dwain, inspected the AC unit in our attic and concluded that the leak was due to fair wear and tear. He stated that the coil could not be rusted because they were made of aluminum. I called the warranty company and Dwain spoke to the “in house” technician and also sent him pictures. Dwain explained that the Goodman brand of air conditioners always had problems after 5-6 years. The technician at Home Choice Warranty was mainly interested in saving cost. He asked Dwain if the system was still under warranty and said that it would save them a lot of money. Dwain emphasized to him that the coils were not rusty and that the rust was due to fair wear and tear. After the conversation, I was transferred to the claims representatives who denied my claim once more.  The warranty company had no interest in paying to repair my AC system even though they had taken my money every month. Choice Home Warranty is just a predatory and corrupt company that preys on the fears of homeowners. We pay our monthly premium and when it comes time to fulfill their obligations to policy holders, they renege. 
Regards,
[redacted]

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]

[redacted],Thank you for your feedback, we do regret any frustration that you have had.CHW

Complaint: [redacted]
I am rejecting this response because:The FIRST CLAIM back in December...wasn't fulfilled and inaccurate which has become a bigger issue due to the molding and mildew in my home. You assigned the original service tech to my home...not I.  If you are not liable for the work being issued  to customers why use them...That's NOT FAIR.. AS far as the amount of $175 for the access to the wall was not approve by me, because its more to that.... a cabinet and crown moulding needs to remove as well. I was advised my the company, [redacted] to get a carpenter to remove the items the proper way. The best solution from you'll was for me to make a claim with my home owners's insurance.......because of you'll incomptence...I feel my safety for me and my famiyl is extremely important.....with the molding..etc.,. This has been a nightmare.
Regards,
[redacted]

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

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at [redacted]Upon review of your clam we do see that CHW has covered the portion that was the initial failure to the system which was the blower wheel.  The blower wheel came apart and locked up the motor, this caused the motor damage.  Per our policy, we do not cover failures due to secondary damage and being that the motor was damaged by the blower wheel, CHW paid for the blower wheel to be fixed and you would be responsible for the motor damage.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the 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]

[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 satisfactory to me.
Because they Finally approved my claim, however there was never any VOICE message left for me.  They never contacted me via the phone or email to let me know that my claim was approved, even when a manager said I would receive a call in 5 to 10 minutes about the approval.  Their costumer service is STRONGLY lacking in some of their departments.  They were right that a claim was put in but they really don't go the extra mile to help people out or act like they care if they last in the business world. 
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 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

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 review of your claim, we did explain that the serial number that was provided to CHW is a counter top unit.  The difference of a counter top unit and a built in microwave isn’t that it is just built into the wall as yours is.  The built in units have more functions than a normal microwave unit does, it has ventilations on the bottom rather than the side. Also there is a huge price difference for the two.  The counter top unit can be purchased for the amount that the tech would fix the unit for, a built-in microwave’s cost would be a lot more; these units run more due to the functions that they provide.I do understand the confusion, please understand just because the unit was placed into a space in the wall doesn’t make it a built in unit.  The serial number that you have for your unit does show that this is a counter top unit. Please see the site that I have found by placing your serial number into google; you can see the unit that you have and see that it is not a built in unit.http://products.geappliances.com/ApplProducts/Dispatcher?REQUEST=SpecPage&a...⇄ always urge our customers to read our policy and if you have any questions to please contact us as we will be happy to explain any included as well as excluded items. CHW is in full compliance with our policy.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 section Letter D, Number 4 which indicates that leak detection tests are not covered. Also in the policy Letter F, Number 1 which states “….malfunction or improper operation due to rust or corrosion…..” is not covered by CHW. CHW doesn’t require inspections before providing coverage as there is a 30 day period between the sale date and the effective date which is meant to allow the customer an opportunity to be sure that everything is in proper working order. Continued proper routine maintenance of the unit would expose leaks and other issues of the system. Section Letter F, Number 12 of the policy states, “We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement”. Based on the coverage that is provided and the exclusions outlined in the policy, rust and corrosion aren’t covered. Please accept the apologies of CHW as it is not a practice to have representatives that are rude and this is not acceptable at all. Although all of the calls are not recorded, many calls are and CHW will review the records in an effort to locate the call and handle the matter accordingly.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted],We are very sorry that you feel as though our customer service is poor, this will be directed to our Quality Control Manager and she will be able to go through the recordings to see if we do have any customer service reps that are or were rude to you.  I do apologize if they were and they will be reprimanded if they did say or do anything against company policy.I do see that your refund has been processed and we did give you as our policy states, a prorated refund of the policy.  Your refund was for the time you had your policy, as stated in the policy section  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.We are sorry that you disagree that you should not have to pay for the cancellation fee, we did however wave the fee's that we spent on the technician for your AC claim and only charged you the amount of the administration fee (you call it a cancellation fee) of $50.00We appreciate your feedback as we do not want any of our employees to be rude to any of our customers, CHW does not tolerate that type of behavior.  We do apologize, your refund has been given to you and there is nothing that we can further assist you with.Respectfully,CHW