Bass Services, Inc.

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

[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]

I am rejecting this response because:
I  actually  applied for the warranty in Mar h, but my policy didn't take effect until April.  I  also recently  just turned on my AC and noticed the problem. So it wouldn't  have  been  a  preexisting  problem 
Regards,

Dear Mr. [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 leak detection test needed to be performed. Under the terms of our policy, Letter D, Number 4, this is not covered. On May 23rd, we received information indicating there was a lack of routine maintenance, which resulted in the Evaporation Coil leaking Freon. When a unit is not properly and routinely serviced by a qualified professional, debris builds up on the unit and degrades composition, resulting in Freon leaks. This is reflected in our policy, Section Letter F, Number 12. In the event you would like to submit routine maintenance records, Choice Home Warranty will be happy to review the records in hopes of a more favorable outcome. You can submit the records to [redacted].We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

[redacted],
Per the technician’s diagnosis, the AC was “nearly empty of Freon”, he also stated that the Freon was leaking out of the coil due to rusting and corrosion of the coil. Per our policy, Section F. Limitations of Liability #1 as well as #8 states that we do not cover failures that are due to rust.
Also, per the policy Section D. Coverage #4 under the excluded portion “leak detection” tests are not a covered item either.
We do understand your frustration however this claim would not be a covered claim under or policy guidelines.
Thank you,
CHW

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear [redacted] [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 according to the policy. The diagnosis that was received was that the unit is in bad shape and has air leaks from the casing, lacking efficiency, the ignition control is not working, gas blowing through the heat exchanger and the heat exchanger is cracked. 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”.   CHW doesn’t require maintenance records, however, you are invited to submit the maintenance records for a review of your claim. You indicated that at this time, it is too cold to obtain the maintenance records in your residence. Once you have the information, you can submit it to in[redacted] for a review of the non-covered claim.   Please note that CHW is not an emergency service. Based on the information that you submitted, you should refer to the technician that initially was there in which the gas leak began to assist with the repairs.   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 because : I have reached out to them for refund and was told they would not refund me.THey also said if they fix the problem I have to sign release which I will not doTHey can mail me my refund I do not want to have any further interactions with this company
Regards,
[redacted]

[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

The following are the claims that you had placed with CHW:Claim # [redacted] on 5/28/15 for your ACClaim # [redacted] on 5/26/15 for your ACClaim # [redacted] on 4/21/15 for your Plumbing System Your policy started with CHW on 5/13/15, we are not able to cover the claims due to the fact that all systems must come into the policy in good working order.  Per Section A. Coverage 3. 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. 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 appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Thank you for coming to a mutual agreement with us and sending us the form as you stated.  We have received the signed statement and you will be refunded for both of your properties in full.  For policy [redacted] you will receive $375.00 and for Policy #: [redacted] you will receive $680.00.Respectfully,CHW

Complaint: [redacted]
I am rejecting this response because: I paid the merchant $1287. Via 3 payments on [redacted]. I never agreed to monthly payments .  But annually. ;  They told me to find find me a plumber on my own and then after they finished the work, they would repay
My plumber. They never sent me anything $. Besides losing the $1287 I still had to pay out 487$ for new pump &labor.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: that is not the reason stated on the second opinion.  The reason stated was due to age, which I consider to be normal wear and tear.  I am a senior citizen on limited income and bought the warranty to avoid these costly repairs.  I will not accept the offer of $150 towards a $1600 repair.  I would accept and keep a favorable opinion of the warranty company if the offer was $1000 or at least half of what I had to pay.  When I originally took out the warranty, it was the coverage for the AC that was most important and the sales person was very reassuring about this coverage.  I feel his pitch was just to benefit him and the company.  I certainly did not get "peace of mind" from this warranty coverage as stated by the salesperson. 
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]   Please accept the apologies of CHW for the delay in having the check processed. A payment in the amount of $85.90 was authorized on 10/24/16 and is scheduled to be mailed within the next 5 business days. You will not wait the 30 days based on the situation that has occurred.  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 both claims show that the claims were handled in accordance with the policy. There was a claim placed for the air conditioning unit on 7/12/15 which was not covered. [redacted] was dispatched on 7/12/15, which was also re-dispatched to another company. This was done in accordance to the policy Section Letter C, Number 2 which states, “Upon request for service, we will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact you to schedule a mutually convenient appointment during normal business hours”. CHW received a diagnosis from the technician on 7/16/15. The evaporator coil was leaking Freon, there was dirt and debris on the face of the coil and the coil was deteriorating. Deterioration and leaks occur as a result of lack of proper routine maintenance which is not covered by CHW as outlined in section Letter F, Number 12. Documents were submitted but were not valid maintenance records as they didn’t indicate the identification information including the serial or model number. Additionally section Letter F, Number 12 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”.   The next claim for the air conditioning unit was placed on 7/31/16. This claim was dispatched on 7/31/16. You informed CHW that the technician hadn’t followed up and kept the agreed upon appointment time and CHW re-dispatched the claim. CHW received a diagnosis from the technician on 8/3/16 that the coil was severely rusted and the failure was a result of the rust and the leak. Section Letter F, Numbers 1 and 8 indicate that CHW is not responsible for repairs related to rust and corrosion. On 8/5/16, CHW provided you with the address to dispute the claim, however, there was never a dispute received. Please call the CHW customer service team should you have any 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],   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 the claim it appears as if it as handled in accordance to the policy section Letter F, Number 12 which 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”. An email has been sent to you on two separate occasions providing you with this information. You are requesting a report from the technician which is something that CHW wouldn’t provide. You can reach out to the technician that was assigned to the claim in order to obtain this report. CHW will provide you with the outcome of the claim which was done via email on 2/23/16 and 8/3/16. On 8/10/16 an attempt was made to transfer you directly to Tracy and the call was disconnected. At this time, the claim remains non-covered and you may obtain the information needed to reach the technician that was assigned by calling customer service at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

CHW goes by the diagnosis and information received from the technician. At the time of the response of the original complaint on 7/20/16 CHW was still awaiting the part. However, a call was placed again to the technician as a follow up and at that time and was informed that the parts are not available. As such, in accordance with the policy you were contacted by CHW. Records indicate an offer of $229.99 and the payment was put in for authorization and payment should be expected within 30 business days.   Regards, CHW

The documentation provided to CHW was deemed insufficient to provide coverage for your claim. Your claim has been reviewed and it wasn’t covered due to lack of routine maintenance. The maintenance that is being referred to is in section Letter F, Number 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. The maintenance record would include items such as amperage drawings, pressure reading, Freon quality and quantity, coil cleanings, etc. As such, the claim remains a non-covered claim. Regards, CHW

Complaint: [redacted]
I am rejecting this response because:1. You did not provide me with what do you think is "routine maintenance", this can take many interpretations and Choice may take advantage of it to reject claims. 2. Your technician, the one choice sent to my house, says it's well maintained and looks new. He called again last week to report again on AC condition. He did maintenance a week to 10 days before "failure" and he says it was working well at that time per his report. We did not use it till a week later when it was noisy. Please review claims as I had to do two claims back to back. 
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration and your wishes to cancel your policy. Please understand that we are at our peak season, therefore, we are experience higher than normal holding times.We have sent a request to the Customer Solution’s Department for a specialist to reach...

out to you in regards of your request.  Please allow 24-48 hours for the request to process.Please note that our Customer Solutions Department hours are as follows: ###-###-#### Monday-Friday 9AM to 6PM EST. 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. The diagnosis that was provided to CHW was that the ceiling fan was working fine and the issue is with the electrical wiring to the fan, which would start and stop on its own. The ceiling fan needed to be rewired as it was wired improperly. A determination is made based upon the diagnosis that is received by the technician that is dispatched to diagnose the problem. Section Letter F, Number 11 of the policy indicates that CHW doesn’t pay for repairs related to improper installation. As indicated when you spoke with a representative at CHW, you are invited to obtain a second opinion at your expense and submit it to CHW to have the claim reviewed. Please call the CHW customer service team directly at ###-###-#### with any questions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW