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].   Upon review of your claims it appears they were all processed in a correct manner. We would hate to lose you as a member of the CHW family, however if you would like to cancel, you may do so in accordance to the policy section Letter L, Number 4 which states 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. You can call our customer service team directly at 1-888-531-5403.   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 heating claim, I do see that you had a previous repair on the unit and the technician that was out to your home found a bypassed safety switch that enabled the unit to overheat and melt the wires and break the components.Per our policy Section F. Limitations of Liability #11 states that CHW does not cover repairs that are a result of previous repairs.  We suggest that you contact the previous person that had worked on the unitWe do see that he did reach out to you and offered you a full refund of your policy since you were unhappy with the outcome of the claim and therefore you are not happy with the policy.  We have not heard back from you in regards to this, your policy has been cancelled per your request and we did provide you with the last payment made to us.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period.Best regards,CHW

Why should I have to pay a service fee of $45.00 to find my own plumber. The Co. did absolutely nothing!
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear [redacted] [redacted], We regret to hear your frustration, however, please understand that your system failed due to a severe lack of proper routine maintenance.  This claim is not covered, per our policy, Section Letter F, Number 12. We have offered you funds in the amount of $250 of goodwill funds to only assist you on the non-covered claim.  The offer of these funds does not overturn the outcome of the claim. If you would like to accept these funds, please speak with a Senior Claims Specialist directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.Regards,CHW

Dear Ms.[redacted] ,We do apologize if anyone in our company was in any way rude to you.  We will request that the Quality Control Manager review the calls that took place.  In reference to placing the claim online, there is a place that you can explain what the issue is and your comments in the notes section.  This section, you placed " More Notes: When turned on, unit just runs and runs. Temp is currently set to 75 degrees and still not adequately cooling the house." Rather than stating anything else about the date. Regardless of the date being last summer or this summer,  you placed the claim not even a month into the policy.  If an Air Conditioning System that has failed this close into the policy shows that the unit did not come into the policy in proper working order.  Our policy does state in Section A. Coverage #3 that all units must enter the policy in proper working order.  You are provided 30 days before the start date to ensure that all units are properly working.  Had you had a technician out to your home before the policy began, this might have been noticed.  There are many variables and we are not going to assume what was wrong with the unit. Per the last correspondence you stated that you could not reach our cancellations team, we do apologize for the long hold times.  We do see that one of our Managers' did reach out to you and he did provide you with a refund of the policy from the date that you did try to contact us.We sincerely do regret the frustration that you experienced with this policy and do wish you the very best in your future home warranty.CHW

Complaint: [redacted]
I am rejecting this response because: the hidden cost in the contract that was not disclosed by agent. did not mention all the deductions for cancellation when contract was signed.
Regards,
[redacted]

Dear [redacted]CHW dispatched the technicians to try and get a complete diagnosis of the system and to find out if the unit was duct or not.  The first technician stopped working with warranty companies therefore we had to find the next one and that is why we sent out Complete Comfort Systems to your home.  They provided us with the correct diagnosis and we do regret your frustration but this claim is not covered due to the fact that the part is not something that is covered by our policy it is a strict exclusion. Regards,CHW

Dear [redacted]We do understand your frustration however, an inspection does not constitute as a form of maintenance.  The inspector will turn a unit or appliance on and off to see if it works but does not check the AMP readings, the level of fluids or any of the necessary items that a normal routine maintenance would cover.We understand that you had replaced the filters but this again is not preventive maintenance as specified by the manufacture.  The reason that you called for service was due to the unit vibrating, if the unit had routine maintenance it would have been found that the wheel of the motor was damaged. The technician that provided us with the diagnosis stated that the unit had rust and was dirty, again all signs of a lack of proper routine maintenance.In review of the policy that you have had with CHW, we do see that CHW has assisted you in $1134.00 of authorized claims; we also see that this policy is expired.  CHW is not able to provide you with a covered cost of repair due to the exclusions of our policy.  As stated, this policy is expired however; CHW is willing to provide you with a check in the amount of $45 that you paid for the service call fee to the technician.  This amount is normally not provided back to the customer due to it being a requirement for the policy but as a good faith effort since we are not able to cover the claim, we will be happy to provide it back to you.If you would like to accept, please contact us and we will authorize a check to you.Thank you,CHW

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

Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted]
We do see that you have placed 3 claims with us within the month of May. Two claims on the second and one on the 13th. We see that the AC claim you placed you stated was leaking water, which is an exclusion to our policy. The Dishwasher claim that you placed, we see that there is an appointment pending and the claim you had with your pool was not covered due to the fact that all the components in the pool had shorted out which could not have happened within the time period of the policy.
Our policy states that all units must be in proper working order on the start date of the policy. Please see Section A. Coverage.
We do apologize if our reps were not explaining the failures to you as well as a technician could however they are not technicians and they are there to provide the information to you that was advised by our inside technical staff.
We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.
Sincerely,
CHW

Dear [redacted],We regret to hear your frustration. Please be advised that CHW did not dispatch the technician from [redacted].  [redacted] is [redacted]’ main contractor in Colorado – you may contact them for more information.   A review of the electrical claim shows that it was...

processed according to the policy.  Based on the diagnosis that we received, it stated that the buzz bar was damaged along with the breakers.  The pictures we received confirmed that there was an overload into the buzz bar. Per our policy, Section Letter D, Number 7, CHW does not cover “…Circuit Overload…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. Due to your dissatisfaction, if you would like to cancel your policy, please contact us directly ###-###-#### 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 [redacted]   A review of your claim shows it was handled in accordance with the policy. The diagnosis that was received by the technician was that the part that was needed was no longer available and cannot be rebuilt. Section Letter F, Number 9 of the policy states, “…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…”. Based on this, you were offered $410.50 towards the purchase of a new unit which was accepted and is being processed. As indicated in the discussion with the representative, please allow 30 days for the funds to be processed. If there is an issue, please call the CHW customer service team at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

CHW policy covers normal mechanical failures due to normal wear and tear. However, your toilet doesn’t have mechanical failures based on the diagnosis received. At this time, per your request, your policy is no longer active, therefore there is nothing more that can be done for a claim that had previously been approved.

Dear Mr. [redacted],We do understand your frustration however, CHW is following the policy and we do not cover power surges of any type.  Please see Section F. Limitations of Liability #8 that states so.8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.We do regret your frustration but we are unable to go against our policy.Respectfully,CHW

Complaint: [redacted]
I am rejecting this response because:as CHW states correctly paragraph 12 of the contract says that they "will not pay for repairs or failures that result from Contract holder's failure to perform normal routine maintenance. For example, you are responsible for providing maintenance and cleaning pursuant to manufacturer's specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement."All of this routine maintenance tasks have been performed by myself. Nowhere in the CWH contract is stated that these routined maintenance tasks have to be performed by a professional and records have to be kept.Here I state again that the evaporator coil and to that matter the entire HVAC unit is in proper condition for the age and has been maintained in the past per manufacturers recommendations. Since these tasks have been performed by myself I can't proof these, however again the CWH contract does not state they have to be performed by a professional. As a degreed engineer I feel very comfortable performing these tasks myself.The old evaporator coil is still sitting in my garage, untouched and as the CWH contractor pulled it out of the unit. CWH or any other licensed third party is welcome to inspect it. The evaporator coil is clean and only shows normal wear and tear for the age.I see no reason whatsoever for CWH not to pay for this repair. They have no legal grounds to refuse the payment.Thanks and best regards,
[redacted]

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. Upon review of your cancelled policy, it shows that you purchased your policy on 3/23/17 and after 30 days, the policy began on 4/23/17.  CHW provides our customers with 30 days to review the terms of the policy and to ensure that all items come into the policy in proper working order as it states in Section A. #3.  On 5/18/17, you placed a claim for your washer and documented that the last time it was working properly was on 5/4/17.  The diagnosis that we received from the technician stated that the water valve had developed an issue however this issue could not have happened within the amount of time that you had the policy. Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover failures that are known or unknown pre-existing failures.  This failure falls under that category. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: 11515265
I am rejecting this response because:The service provided was slow to repair so yes we decided to change out the toilet and the leak remain as before. Alway I cancel with your company and monies was still taken out of my account after I cancel. Also why would you not give me back the month that I cancel. At least pro rate for the remaining of the month. Choice home warranty is not as  advertise I hope someone will read this and not get your business. I am very disappointed with your company. 
Regards,
[redacted]

Choice Home Warranty is still ripping people off.  They claim to replace water heaters and then look for reasons not to. In my case, yes it was under manufacturers warranty.  But I still had to pay $530 in labor to install. I have been a Realtor for over 30 years and insist my buyers purchase a home warranty with every house they buy.  I believed what they write in their brochures. CHOICE HOME WARRANTY IS A RIP OFF.  TRY READING THEIR REVIEWS.  IT'S NOT JUST ME.

Dear [redacted],  We regret to hear your frustration and your wish to cancel. If you would like to cancel your policy, please contact our Customer Solutions Specialist 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] [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 leak was coming from a corroded drain pan. 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 satisfied.  We strive to provide the best customer experience, therefore, as a goodwill gesture we offered you $100.00 towards the non-covered claim, a free month of service, and a discounted service call fee or $200.00 towards the non-covered claim.  You declined these offers and requested to cancel your policy.  As of 9/11/17, your policy was cancelled and although you were not entitled to a refund, we agreed to issue you a $40.00 refund; this refund is currently processing.  Please understand that per our policy, Section Letter C, Number 4, it states that “You will pay a $60 trade service call fee (“Service Fee”) per claim or the actual cost, whichever is less. The Service Fee is for each visit by Our approved Service Provider…”The service call fee was not paid to CHW, therefore there will be no refund.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted] We do understand your frustration however, CHW has provided you with the outcome of the claim.  The letter that we sent to you is the accurate letter that we would send for any non-covered failures.  Please refer to your home service agreement Section Letter D., Number 7. CHW is not responsible for repairs related to a wire tracing as well as Section Letter F., Number 19. CHW is not responsible for responsible for repairs related to secondary damages. We understand that you disagree with this outcome however being that you have replaced the unit without our authorization and that you are no longer a customer of CHW, this claim is considered to be closed. We are following the terms and conditions of our policy. Thank you, CHW