Bass Services, Inc.

[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 F, Number 8 in which CHW isn’t responsible for repairs related to rust and corrosion. However, as a valued customer CHW did offer a goodwill gesture payment of $400 to assist with the repairs of the non-covered claim and it was accepted. The notes indicate that once a paid invoice is provided, the funds will then need to be authorized to be provided. This information can be sent via email to [redacted] and include the claim number. CHW does offer peace of mind to all customers and will repair appliances that break due to normal wear and tear as outlined in the policy section Letter A, Number 2. CHW is not an insurance company but a warranty company that is proud to assist customers.   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]   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 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

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

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. Upon review of your claim, we do see that your heating system had a crack in the heat exchanger, this crack happened due to the rust in the unit.  Per our policy, CHW does not cover failures due to rust or corrosion.  We understand that some rust will be on a unit however when the failure is due to the rust, that is when it would not be a covered item under our policy.Please see Section F. Limitations of Liability #1 as well as #8 they both state that we do not cover the failures due to rust or corrosion,We do regret your frustration; however CHW is in full compliance with the terms and conditions of 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].   CHW apologizes for the miscommunication and please know that the policy that was established has been canceled and the monies will be refunded to your credit card. The information has been brought to the attention of the Manager who has handled the employee accordingly.   Regards, CHW

Dear [redacted],We do see that CHW has provided you with a goodwill gesture in the amount of $500.00 upon receipt of the release agreement.  If you would like to accept our offer, kindly send us back the agreement and we will process the check for you.Thank you,Choice Home Warranty

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 stated that the technician had taken parts from your unit. You stated in the complaint that you have had the unit replaced but advised our staff that it was not as of yet.
Per our policy, Section F. #16, CHW offered to provide you with the cost of the repair in the amount of $200.00. Please see section below:
“16. 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.”
If you would like to accept this offer, please contact us and we will be happy to provide you with the amount for the unit. We will also provide you with one free service call fee onto the account if you should have another claim.
If you disagree with this, we are willing to provide you with a refund of the amount that you paid for the policy, which is 5 payments of $33.75 to total $168.75 and cancel the policy. If you accept the full refund, we ask that you contact us and we will provide you with the paperwork to sign in order to process your refund.
CHW does understand your frustration and we are willing to assist, we do hope you chose to stay with our company and accept the offer which in accordance 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]. We do see that you have requested a full refund of your policy and we do see that this was provided to you on 7/12/16.  We do regret any frustration that you had experienced with our company and wish you the very 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] Again, based your policy coverage start date was 8/3/17 and you advised the last time the unit was working was 8/6/17.  Please understand that tank would not fill up in a matter of 3 days. The outcome of this claim remains non-covered. Please be advised that your bank placed a chargeback on your policy, therefore please contact your bank for your refund of $53.75.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

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] [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 unit was leaking Freon due to a rusted evaporator coil and there was also a leak in the condenser.Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance.  We strive to provide the best customer experience, therefore, we have resubmitted your claim to our Authorization’s Department for review.  Once we have received an update, we will reach back out to you.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 company did not address the main complaint, which is that their salesperson willfully misrepresented the terms of the 3-year service contract to me over the phone.  I am sure the recording of the conversation exists.  I ask the Revdex.com representative to please ask for this as proof of what I am saying.  This company has repeatedly ignored the terms of its contract by not providing covered repair services.
 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:your company did not provide any details on exclusions until 31 days after youprocessed my payment for the warranty.  When I finally received the warranty I realized that almosteverything was an exclusion and your policy stated that the customer had NO cancellation option.  So basically you collected a fee for a service that you had no intention of providing.  To any consumerthat practice represents fraudulent business practices. I am very disappointed and feel like I havebeen taken for a ride. 
Regards,
[redacted]

The reason provided for non-coverage of the item i.e. rust/corrosion is unacceptable. One does not buy Home Warranty coverage on brand new appliances; they are covered under manufacturer's warranty anyways. One buys it for the peace of mind, on relatively older units. Rust/Corrosion is therefore part and parcel of any unit that is old and has been running for some time. Simply by stating that the appliance is old and was damaged due to rust and corrosion, the company can walk away from covering pretty much any/all repair requests. There seems to be a pattern - if the repair costs are above a certain threshold, loopholes and fine-prints are sighted to deny coverage.I would like to make the complaint public so people are not duped into buying coverage from Choice. My experience should at least help other innocent customers who should know what they are getting into.

[redacted]We do regret your frustration however we do not cover leak detection tests, if you have the leak test completed and would like to move forward with the claim, please have a technician contact us with the results of the leak test. If you do not wish to have this completed, we are offering you a refund of the policy, minus the paid claims for a total of $216.25.  If you would like to accept this offer, kindly please contact CHW at ###-###-#### and we will provide you with a form to sign and ensure that you have the refund.Thank you,CHW

Dear [redacted] and [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 handled properly. The compressor of the unit failed due to the internal windings shorting to the ground. This is a failure that occurs when the compressor overheats, damaging the internal windings and shorting the compressor. This is not considered normal wear and tear. Section Letter A, Number 2 of the policy indicates that CHW is responsible for repairs related to normal wear and tear. Unfortunately, this doesn’t constitute normal wear and tear. CHW informed you that a second opinion could be obtained at your expense and submitted to CHW for review, however that option was declined. It appears based on the notes that the team at CHW attempted to explain the diagnosis, however, the call was disconnected. Please feel free to call the customer service team at CHW if 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]   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