Bass Services, Inc.

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that the system was out of Freon and it was leaking at the condenser coil.  Also, there was a leak in the evaporator coil at the base of the coil where the cap tubes enter the coil.  It was also reported that both coils were completely rusted.  All of these failures occurred before the policy coverage date started.Please note, that the service call fee charged was $45 even though your service call fee is $65.  The leak test, which you authorized the technician to complete was $150.  Per our policy, Section Letter D, Number 4, CHW is does not cover “…Leak detections…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance with.  We strive to provide the best customer experience, therefore we advised that we would re-review the claim based on the home inspection report; you agreed.We received your home inspection report that stated the unit could not be tested due to low ambient temperatures.   This report confirmed that the unit was not in place or proper working order on the coverage start date. At this time, the outcome of this claim stands. We regret to hear your wish to cancel.  If you would like to cancel your policy, please contact our Customer Solutions Department 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 our web site at [redacted]   Upon review of your policy, I do see that you placed a claim for your dryer and that the service provider explained to us that the failure was due to a heating element that went bad and the heat sensor as well needed to be replaced this was a result from the lint buildup that was not cleaned.  Per our policy, CHW doesn’t cover failures that are a result of a lack of proper maintenance.  We also see that you have cancelled your policy with us and we would not be able to assist you on this non-covered claim. We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best 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

Please refer to the policy section Letter F, Number 16 which indicates, 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

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

[redacted]We are very happy that we were able to resolve this complaint with you.  Kindly, please close out this complaint as we have resolved the issue.Thank you,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: 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: When the technician that Choice Home Warranty sent out looked at my unit he came in and told me it was the compressor.  I then called Choice Home Warranty and  put them on speaker phone when they asked to speak to the technician.  They asked him if the unit had been properly maintained and he told them yes.  I just got off of the telephone with Wynn Air, the company that the technician worked for and they say when they gave their report to Choice Home Warranty they also stated that the system was properly maintained.  Wynn Air can be contacted at [redacted]. They will verify what I'm saying.  I am now going to contact the Texas Department of Licensing and Regulation to see if they can assist me as well. Choice Home Warranty is lying, and I will not let them get away with this.   
Regards,
[redacted]

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],   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 was that the zone board needed to be replaced. Section Letter D, Number 5 of the policy indicates that zoned systems aren’t covered. This is the policy that was sent to you upon purchase of the policy in January 2016. A link is also included above for your convenience and is also available online. As a goodwill gesture, CHW did offer to provide a goodwill payment of $100 towards the repair of the non-covered claim, however, it was declined. If you have any questions, please feel free to contact the CHW customer service team directly 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:First of all this technician that they sent to my house is not even licensed,they should have screened him properly before even Sending him to someone 's house to perform any job! I stillfeel that they should still be responsible for the damaged caused to my home by their technician!
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]

I am rejecting this response because: This is a SCAM!  Quoting the minutia of a contract agreement slaps in the face of "Better Business" and while I - as well as anyone respect the rules of Caveat Emptor defer to the better judgment of any "right-minded" individual.   The marketing and advertising (while using outdated quotes and statistics from 2004) is nothing short of misleading.   A "Contract" paid for on an annual basis- is STILL a contract for that year - in spite of being cancelled OR a refund should be issued.
t

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 there was internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure occurred from a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”  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 have added a onetime free service call fee onto your policy – you may use this 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

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 [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

Complaint: [redacted]
I am rejecting this response because: the first tech Lord you sent the second tech and he told you that the wire was not connected and he connected and have power to the air conditioning in the paperwork from both contractors it does not state short to ground, how does something short to ground if it has no power. And the pictures taken shows that no pest chewed any wires. I get the impression you do not listen to your technicians because you sent them all and they assured me if I choose to sue you 3 of the 4 you sent would testify on my behalf.
Regards,
[redacted]

[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]   CHW offers a reimbursement option for customers that aren’t able to received timely and efficient service in their area. Under the guidelines of the reimbursement policy and as noted in the policy in section Letter C, Number 3, prior approval must be received before doing any repairs. Additionally, the reimbursement policy takes up to 30 days for reimbursement and also reimburses at the CHW rates. This is made clear to all customers before providing the information needed to seek the reimbursement. The claim that you are referring to had repairs done without obtaining the prior approval that was necessary for the repairs to be done.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW