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]   CHW is not an emergency service. Section Letter C, Number 2 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 does provide reimbursement for services that are covered and there is prior approval sought. Section C, Number 3 of the policy indicates that “….We will not reimburse for services performed without prior approval”. As indicated when you called, CHW will review the clearer pictures to review them, however, there was no prior approval sought. Please call the CHW customer service team directly with questions at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted]<[redacted]>2:15 PM (1 minute ago)tomeDear [redacted],Thanks for responding to my complaint regarding Choice Home  Warranty.In my complaint, I made a mistake in saying that there was a crack in the compressor, but it was a Crack in the Heat Exchanger.My unit had to be...

replaced by me because they denied my claim.This problem cannot be repaired and can cause carbon monoxide to enter the vents in the home..I have documentation from their sub contractor.I am sorry about this mistake,but my mom just passed away on 4/17/2006 in Brooklyn NY and I just returned. I am not too well right now.Thanks for your help.Sincerely,[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, we do see that the unit was not covered per our policy, Section F. Limitations of Liability #1 & 8. CHW does not cover failures that are caused by rust or corrosion. Even if the rust or corrosion is caused by normal wear and tear, this is a specific exclusion to our policy that we do not cover.
CHW did receive the pictures from the unit and after careful review; we do see that the area of leakage is from rust and or corrosion.
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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy that began with us on 9/26/15, we do see that you placed a claim for your oven and we did advise you that it was not a covered claim due to the fact that all four heating elements went out and the technician advised us that this was a known or unknown pre-existing issue to the policy’s start date. This would be under Section F. Limitations of Liability #1.You did request a full refund of your policy and CHW had provided it to you in the amount that you had paid for this policy, $67.50.  We are not able to refund you for the policy that you had with us prior to this one that stopped 9 months prior to you signing back up with us.  The previous policy had stopped due to non-payment and we cannot provide you a refund on a cancelled policy.  We again did however provide you with the full refund of this current policy.Respectfully,CHW

Complaint: [redacted]
I am rejecting this response because: The written report provided by the technician assigned by Choice Home Warranty did not identify any of the problems specified by the company as cause for denial. I provided my copy of that report to CHW. In addition, I provided a copy of the pre-sale inspection of the system which also did not identify any existing problems with the system nor identify any maintenance issues. Finally, the company changed their reason for denying my claim 3 times, each time selecting a different reason. The first was that the compressor was shorted. The report of their technician did not make this statement. The second was that it was poor maintenance but they did not accept the pre-sale inspection not the report of their technician's report to the contrary. The third was that it was an act of god. At that point they offered a return of my premium.I have not accepted that offer. The problem was the compressor failed (technicians words were "Compressor Shot" not shorted). I expect that they should provide the cost of a compressor and installation, and nothing less.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: There is nothing in your policy that is specific to the information needed on the maintenance invoices. You should specify the criteria needed on maintenance invoices. Your company is a big rip off and I will tell everyone not to buy your product.
Regards,
[redacted]

CHW will not order or use replacement parts. They need to be original parts that are purchased.If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time.  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. 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 claims shows that the claims that were mentioned were handled according to the policy. The claim for the air conditioning unit that was placed on 7/4/16, CHW provided a goodwill payment to assist with the payment towards your new unit of the non-covered claim. The diagnosis that was received was the system was missing Freon. There was a leak test performed to isolate where the leak was coming from that allowed the Freon to escape. It was also noted that the unit was rusted and corroded. Section Letter F, Number 1 of the policy indicates that rust and corrosion are not covered under the terms of the policy.   On 11/5/16 a claim was placed for the electrical system in which the circuit break and fuses were tripping. The issue was with the main panel outside of the home. The panel could only be worked on by the city. CHW doesn’t provide coverage for issues outside of the confines of the home, which is indicated in Section Letter A, Number 1. Please call the CHW if you have any questions on these or other claims that have been handled 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 our web site at [redacted].Upon review of your claim, we do see that you have spoken to a manager and have had this issue resolved. Please contact us if this information is inaccurate as we have it documented that a full refund will be processed for you upon receipt of the release agreement.We do regret your frustration with this policy; however CHW is in full compliance with our terms and conditions.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: Technlcan told me that it was normal wear and tear and that he told Choice the same thing.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I understand the rules and regulations and those are not my objections. My problem is that it was left up to my wife and me to chase down a business owner and demand/request another invoice. We feel that should be the responsibility of CHW. Even after we had communicated with CHW that the company either wasn't responding to phone calls or that they would respond to the phone call but would not follow up with the request to fill out another invoice. We even told CHW that the company said that if they had any issues or questions, they need to call them for themselves. The real breaking point was the lack of professionalism and empathy and the rudeness exhibited by the manager who was transferred the call by a CSR. This whole ordeal would have been avoided if CHW had sent someone inside their network to service our problems.
Regards,
[redacted]

[redacted]Please be advised that the CHW offered to repair the unit as a goodwill gesture for you however since you do not have coverage for the ice-maker, CHW would have to have a release agreement that states if it is not fixed properly, you will be responsible for any other repairs.Please see Section Letter D. Coverage #8.If you would like to cancel the policy, it does have to be a mutual agreement per Section L. cancellations #4 however we have agreed to cancel the policy for you.  If you would like to cancel this policy, please call us and the day that you contact us will be the day that we cancel the policy for you.  This is documented in the policy that you rejected our goodwill offer to repair a non-covered item and that you are wishing to cancel.Once you contact our cancellation department, we will cancel your policy per terms.Thank you,CHW

As stated to your husband on 5/20/15 while he refused to hang up with our manager Russ, we cannot cover a claim that is not due to normal wear and tear.  CHW doesn't consider this to be normal wear and tear. Our inside technicians in our authorization department advised us that " COMPRESSOR SHORTS TO GROUND FOR MANY DIFFERENT REASON AND THE MOST COMMON IS A LACK OF PROPER MAINTENANCE BY THE CUST/ Compressors can fail for many different reasons: improper installation or repairs, poor maintenance practices, power surge and others. Extending the life of a compressor requires routine maintenance, proper refrigeration practices, and operating the system within the manufacturer’s specifications. A properly maintained system involves keeping a clean air filter, keeping the outdoor unit clean, properly charging the refrigeration system, and regularly checking the electrical connections. ALSO When a compressor has a short-to-ground, it is likely caused by damage to the insulation within the compressor itself. Damage to the insulation is likely caused by acid within the system. Acid in the system can result from improper system evacuation or the presence of air/moisture in the system form a lack of proper routine maintenance".We did receive the email from your technician with the diagnosis stating that the unit is shorted to the ground and advising you to go to the Revdex.com.  We also have it documented that we offered you a full refund of your policy since you do not agree with the outcome of the claim therefore not happy with the terms of the policy.  CHW does not want to force anyone to be a customer, if they do not agree with our policy.  After you had declined that offer on 5/20/15 we offered you the cost it would be to cover the compressor as a goodwill gesture from us, this is the cost that it would be for CHW to purchase this.  We would have paid $295-$300, this was offered to you and if accepted we would have agreed to part ways.  You declined this offer as well.I do apologize there is nothing more that CHW can do for you.  We offered a full refund and the cost of the compressor (at our cost). Both offers have been declined, we are sorry that you are upset with this claim and we look forward to assisting you in future claims.All the best,CHW

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

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at [redacted].We do apologize for any confusion that the customer service rep had caused, she felt badly that the claim would not be covered and wanted to be able to provide you with a goodwill gesture.  The diagnosis is verbally provided to us the technician stated that the ceiling fan was wobbling and the down rod was the issue, the treads were worn causing the fan to make that movement.  The technician did not have the pricing at the time we had spoken to him but per our policy, Section D. Coverage #13 “rods” are not something that is covered. Please see below: 13. CEILING AND EXHAUST FANSINCLUDED: Motors - Switches - Controls - Bearings, except:EXCLUDED: Fans - Blades - Belts - Shutters - Filters - Lighting. Note: Builder's standard is used when replacement is necessary. As a goodwill gesture, our rep provided you with the service call fee to assist and it was authorized to you on 2/1/16.  All of our checks do take 30 days to process.  Also, CHW would only replace as the policy states with the builders grade fans and would not cover more than $75 per fan. We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Dear [redacted]Our policy states in Section Letter F, Number 1, CHW is not responsible for any “…known or unknown pre-existing conditions.”  Therefore any pre-existing issues unbeknownst to you, would not be covered. The outcome of this claim stands. As previously stated, we have offered $450.00 towards the non-covered claim.  To accept this offer, please contact us directly at ###-###-#### 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] Upon review of your policy that began with us on 7/5/15, we show that you placed 3 claims 10 days after the policy began.One claim was for your Air Conditioning System, which shows that CHW sent a technician to the home and once he arrived at the home no one answered the door.  We contacted you back after that and did not receive any correspondence from you in reference to that claim.The Second claim was for your plumbing system that you placed on 7/10/15, stating there was a leak under the sink in the kitchen. It was stated that there was a leak in the disposal.  The could not have happened within the timeframe which you had your policy. Per our policy, Section A. Coverage #3 states that all units have to be in proper working order on the start date of the policy.  It also states in Section F. Limitations of Liability #1 that CHW does not cover any known or unknown pre-existing conditions which this was.Following that claim you placed a claim for your water heater, the technician stated that the unit was filled with sediment on the hot side and needed to be flushed out. This is a maintenance issue not a repair issue.The next claim you placed was for the garbage disposal, which we had already explained to you on the plumbing claim that we would not fix pre-existing issues.Then again on 5/7/16, you placed a claim for the water heater again which we explained to you that the unit had severe rust, poorly maintained and therefore this was not covered due to a lack of proper routine maintenance. This is stated in Section F. Limitations of Liability#12.The last claim that you placed, for the plumbing system, you placed it for faucets outside the home.  Our policy does not cover anything that is outside the home and we do not cover faucets. Please read our policy, Section D. Coverage #8.We ask all customers to review the policy, we do not hide anything that is or is not covered and if you do place a claim you will be responsible for paying the technician to come to your home to diagnose the system.  This is in the policy as well in Section C. Service Calls.We do regret your frustration however and we do thank you for your feedback and we do hope that we are able to resolve this with you.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: My point was not the one the business sends me. My point was that the day I placed the call on Saturday, the person that received it stated (and it was not true) that I would get a call in one hour, which never happened, after that when I called I was directed to send them an email and I would have a person there answering in a short time which also did not happened, If I would have had a sincere and truthful answer I would have been able to take previsions, this way, awaiting a solution I had loses, another point is that it is no use for me a 4 days wait when I have the freezer full of food that went bad. and ultimately on Sunday I went to buy a new refrigerator, because once you are lied upon how can you trust them any more, plus I am single at home and I work all the week days. sory but I cannot accept that answer, more now that with this incident I found out the do not service week ends, and then why I am told on a Saturday that I will have a n one hour response Sorry  it is not a good service
Regards,
[redacted]

[redacted],Per our policy, Section L. Cancellations states, if you are to cancel within the first 30 days of the policy you can receive a full refund.  If your policy is more than 30 days and any claims have been paid, you will receive (which you have received) If you had any claims paid...

and cancel, CHW will deduct that from the refund.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.  All cancellation requests must be submitted in writing.

Complaint: [redacted]
I am rejecting this response because when policy was sold, these specific questions were asked from me.  If the sales person is telling me that the Water Heater is covered, then this means that the whole water heater is covered.  I believe your website advertisement says that too.  This same thing happened when I called for the refrigerator.  I found out that Ice maker is not covered but when selling the policy, I was told that the whole refrigerator is covered.  Microwave is another example.  The switch controls are not covered.  So what is covered then?This is ridicules.  When you call to get service, the tech does not specifically ask you what is broken and if they can do it or not.  They just schedule an appointment and we (the customers) end up paying $45.00 for every visit.  so technically I have spent more money then you have on the claim.  
We buy warranty for not going through hassle and for peace of mind.  I have been a customer for three years now,, so again I have given you more money then $365.00. 
Regards,
[redacted]

Dear [redacted]Our policy states in Section A. Coverage #3 all units must enter the policy in proper working order.  It also goes on to state that we do not cover any types of failures that are known or unknown pre-existing conditions which would be anything that cannot fail within the time frame that you had the policy open.CHW does provide 30 days for you to review the terms and conditions, you purchased the policy on 5/23/16 and the policy did not start until 6/23/16.  This 30 day grace period is provided to you to ensure that you full understand the terms of the policy and if you do not cancel within the grace period, it is understood that you agree. Please review our policy section below regarding Section L.This 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.  All cancellation requests must be submitted in writing.Also Section B. Coverage B. COVERAGE PERIOD“Coverage starts 30 days after acceptance of application by Us and receipt of applicable contract fees and continues for 365 days from that date…”Our policy states that we don’t cover maintenance as well, in section F. Limitations of Liability #12“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 routine 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. In the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request routine maintenance records in reviewing its decision.”The filter that you had was completely clogged and the evaporator was dirty which again shows that the unit lacked proper maintenance.  The technician explained in detail that the unit itself was in “poor” condition and he agreed that the unit was not maintained.Since you disagree with the outcome that we have, you are more than welcome to provide us with routine maintenance records to [email protected] or you can provide a second opinion and have your new technician contact us at ###-###-####.Thank you,CHW