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 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 claim, I do see that your unit has been reported as non-covered due to a lack of proper maintenance.  CHW offered to assist you with the claim as a goodwill gesture.  I will document the policy to show that you have declined our goodwill gesture and I will advise our cancellation team to call you to cancel your policy since you have written this in writing to us that you would like to cancel the policy.We do apologize for any frustration that you have experienced with this claim and we do hope that you accept our apology and stay with our company as we do value you as a customer.We 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

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

we see that you had spoken to one of our Managers Aaron and he had approved a check in the amount of $500 for you with this unit. Please contact him if you have any issues with this as he will be happy to resolve them with you. Regards,CHW

Complaint: [redacted]
I am rejecting this response because: The information provided by your customer service representatives is inaccurate and down right false. As I have previously stated, the "good will" gesture is more of an insult. Please proceed with cancelling my policy, I no longer desire to do business with a company such as this. Thank you kindly.
Regards,
[redacted]

CHW wants to be able to assist all of our customers. For this reason and to be sure there is a review done, you have been invited to submit your maintenance records to i[redacted] This will allow CHW to review in hopes of a more favorable outcome. At this time, based on the diagnosis received from the technician and according to the policy section Letter F, Number 12, CHW is not responsible for repairs related to lack of proper routine maintenance.   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 technician provided CHW with a diagnosis that there was a lot of buildup and this caused the assembly to burn up. It may have also burned some of the wires. Section Letter D, Number 6 of the policy states, “EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters”. A reference was made to maintenance due to the build-up that was noted. Section Letter F, Number 8 of the policy also indicates that CHW is not responsible for repairs related to rust and corrosion.   If you feel as though the assigned technician didn’t do an adequate job in the diagnosis you are invited to obtain a second opinion, at your cost and have the technician submit the diagnosis to CHW for review. Should you have any questions, please feel free to 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

Complaint: [redacted]
I am rejecting this response because: I am not sure if they have the right person. I was not having an issue with my heat pump on my washer. My washer was not completely clogged. If it was completely clogged it would have not drained at all, but it did drain sometimes and sometimes it did.   If I get my washer fixed myself and I have another problem with it, will my claim get rejected again. If I just started having this problem how can you tell me that it started a while ago. But regardless of what you all decide to do my washer will get fixed. If I do decide to get my money back will I get all 3 months?
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]
  Records indicate that you are currently in touch with CHW and they are working to have this issue resolved. Please feel free to call their customer service team for an update 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 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 requested to cancel due to your dissatisfaction.We regret to hear your wish to cancel.  If you would like to cancel your policy, please contact us 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

Complaint: [redacted]
I am rejecting this response because: This is not true and I have not heard anything from the company from my last response through you and I know nothing about a $200 reimbursement.
Regards,
[redacted]

We do show that the check was mailed to you and we cannot issue another one unless you are willing to pay for the stop payment on the one that we have already mailed.  As for the cancellations, please see Section L. in our policy and you will be advised of the reasons of the refund.  You can always contact our cancellations department for them to further explain, as per CHW the policy was given a credit to the credit card on file on 9/6/15 for the pro-rated amount and we are in full compliance with our terms of the policy.CHW

Complaint: [redacted]
I am rejecting this response because: The blower motor, module, and transformer should all be replaced at the same time. CHW is ripping people off telling them that the blower motor is the primary damage and they don't cover the module and transformer as part of this repair. They did receive written confirmation from 2 Contractors that the blower motor, module, and transformer should all be replaced. I do not recommend CHW to anyone. They promise to fix problems when they occur but this is a lie.   
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 Upon review of your policy, we do see that you have placed a claim for your water heater.  We also received a letter from you requesting CHW to go against our policy and replace the current water heater that you have.  Our policy states in Section D. #6 that the actual tanks are not covered.  The tanks are a holding vessel that had no mechanical need.  CHW only covers the heating elements that heat the water; the tank has no mechanical function.Per the policy Section L. Cancellations, states if you would like to cancel this policy you would receive a pro-rated refund of however many months you have remaining and you would be subject to an administrative fee of $50.Please review your policy as it is on line and we have mailed a 3rd copy to your address as well as email.  Please check your spam or junk folder as it does at times go to there.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Best 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 claim was handled in accordance with the policy. The original diagnosis that was received from the technician that CHW sent was that the unit needs to have a burner assemble. There was a moderate buildup that caused an issue with the unit, which was a result of lack of proper routine maintenance. We received a second diagnosis from your technician that the unit was heating the water and shutting off once the proper temperature was reached. This heating up of the unit indicates that the gas valve did its job by warming up the water in the unit. Based on the information received the unit wasn’t maintained properly. If the unit had been flushed annually, this failure wouldn’t have occurred. As such, per section Letter F, Number 12 of the policy, CHW doesn’t cover repairs related to lack of proper routine maintenance. As a goodwill gesture, the payments for December and January have been waived and a free service call has been added to your account. Please call the CHW customer service team directly at ###-###-#### if you have any questions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dea[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]
* It appears that we have reached a mutual agreement and are awaiting your reply.   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 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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, which you were not satisfied.  We strive to provide the best customer experience, therefore we offered you funds in the amount of $150.00 to assist you on the non-covered claim.  You declined this offer. As a goodwill gesture, CHW will resubmit your claim to our Authorization’s Department Director for review.  Once your claim has been re-reviewed, we will contact you with the update.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 [redacted]t.   A review of the claim indicates is has been processed according to the policy. The claim was placed for the ice maker, which unfortunately, is not a covered item under the terms of the policy. Section Letter C, Number 2 of the policy 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”.  Additionally, Section Letter L, Number 4 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”. As a result, you were refunded in accordance to these terms.   It is never acceptable for a customer to be treated in a rude manner and should be treated in a very professional and respectable manner at all times. This issue will be addressed immediately and handled accordingly.   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 the policy and the claim, it is clear that this unit did not come into the policy in proper working order as specified in the policy in section A. #3.  The failures that your unit had could not have happened within the time period of the policy. You are provided 30 days prior to the start date to ensure that all units are in proper working order. As a goodwill gesture, we are willing to offer you a full refund of $80.00.  If you would like to accept the offer, please contact us and we will provide you the funds back since you disagree with the terms and conditions of the policy. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.   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 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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”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 goodwill gesture we offered you $150.00 towards the non-covered claim.  You rejected this offer. As a goodwill gesture, CHW will offer you $300.00 towards this non-covered claim.   To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm 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. Upon review of your claim, we do see that CHW did not cover the AC system due to a lack of proper routine maintenance.  We do see that CHW has requested that you submit routine maintenance records to us for review and to see if the claim can be overturned however you declined.  CHW then offered to provide you with a goodwill gesture of $200 which you declined.  Lastly, we offered you a full refund of the paid policy which is 5 payments of $33.75 ($168.75) which you declined. We are not able to provide any type of coverage for this claim without you providing routine maintenance records. Our policy states in Section F. #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.Please send the records of maintenance to [email protected] and we will have them reviewed.  If you do not have them, you are welcome to one of the two goodwill gestures that we have offered.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards,CHW