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 our web site at [redacted].Upon review of your dishwasher claim, we do see that we did offer you a buy-out for this unit because the repair would cost just as much as a new unit would.  In this case CHW provides the customer with a check in lieu of repair as stated in Section F. Limitations of Liability #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. We did offer to provide you with the amount that it would have cost us which was $180 but you did refuse this amount.  We did increase the offer to you in the amount of $280.00 which we do see that you had accepted..We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policy. Best regards,CHW

Dear Keino [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, records indicate it was processed in accordance with the policy. The diagnosis received by CHW indicates that the filter was clean, however, the compressor motor was flat and the breaker continued to trip as the compressor was shorted to the ground. This was due to a lack of routine proper maintenance. 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. Although CHW doesn’t require maintenance records to be submitted, you are invited to submit records that indicate you have had proper maintenance performed. This will allow your claims to be reviewed in hopes of a more favorable outcome. A $200 goodwill gesture payment has been made on this claim.   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].
After review of your claim, we do see that CHW is covering the cost of the repair. We have provided authorization to the technician.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Dear [redacted],We do apologize if any of our supervisors being rude to you in any manner; this is not something that CHW condones.  We are aware that CHW has complaints as any other company does, this is not something that we are “proud” of however we do have to abide by our policy and in doing so, some of the customer’s such as yourself are not happy with the outcome.In regards to your claim, after careful review, it was advised to us that “a hose breaking free and pulling a pump down to crack is not normal wear and tear”.  Our policy states in Section A. Coverage number2 that we only cover normal wear and tears.This claim would not be considered a covered claim however we are willing to assist you and provide a goodwill gesture to you in the amount of $100 towards the claim and one free service call fee.  If you would like to accept this offer, kindly contact CHW at ###-###-#### and we will provide you with the document that you would sign to receive the good faith gesture.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because; I have been with your company for several years each time I was given different excusesyou wanted me to continue making monthly payment and come out of pocket for someone else to fix my refrigerator what's the object of having home warranty if you have to pay premium and find someone to repair and pay them IF you fail to provide servicer in a timely manner you should be accoutable I'm requesting my premium 2 months payment
Regards,
[redacted]

Dear [redacted], We regret to hear your frustration, however, the failure described in detail to you on the response is what caused your microwave to arc. The paint inside of your microwave that was chipped and coming off, exposed the metal; this contributed to your microwave arcing. If you would like to further dispute this claim, you entitled to getting a second opinion at your expense.  Please submit your technician’s second opinion diagnosis to [email protected] for review. If the diagnosis is different, we will adjust the outcome of the claim accordingly. We regret to hear your wish to cancel your policy.  If you would like to move forward with cancelling your policy, please contact our Customer Solution Department 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 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 leaking from a factory weld on the condenser. Per our policy, Section Letter F, Number 15, CHW is not responsible for repairs of “…modification of any covered system or appliance arising from a manufacturer’s recall or defect…”We do apologize if you were misinformed by a representative stating “manufacture warranty” instead of “manufacture defect.”  We have taken this matter to the Director of Quality Assurance who handle this accordingly. Our Sr. Claims Specialist advised you about the outcome of the claim and our policy; and as a goodwill gesture, offered you funds in the amount of $150 to assist on the non-covered claim.  You accepted this offer and confirmed that you were aware that you would be responsible for the balance.  These funds have been authorized to the technician.  In addition to that, we also offered a one-time free service call fee for your next claim.If you would rather the goodwill funds be sent to you and/or would like to accept the free service call fee, please contact our Sr. Claims Specialist 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],Upon review of your claim, we did offer to assist you with the claim as a goodwill gesture had you signed the agreement.  If you would like a full refund of the paid policy, we will do so however you must sign an agreement for this as well.  CHW’s policy states that if a customer wants to cancel the policy pre-maturely you would be responsible for an administrative fee of $50 as well as any claims paid and provided back the months of non-use. According to Section L. Cancellation you do not have a refund as of today 7/29/16.  If you would like the refund, please contact us and we will provide you with the refund however we would have to have a release agreement signed since we are providing you with goodwill.Thank you,CHW

Revdex.com:
I have reviewed the response made by the business in reference to my complaint.  I don't agree with this and will not renew my relationship with you.  I will also let other people know what a scam this company is.

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, in which you were not satisfied.  We strive to provide the best customer experience, therefore we offered you funds in the amount of $300 to assist you on the non-covered claim.  You accepted this offer.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Nothing noted in your policy states ages of appliances. Your automated message even contradicts that. Your representative all but called me a liar. I did not get my policy to review it within 30 days and had to call back. Unfortunately just a day or so after receipt of the policy I had to use it. That was not my intentions. If you wish to uphold the integrity of your company I would ask you to reconsider full refund of policy irregardless of the claim.

[redacted],In reference to the ‘report” that you are seeking, you may contact the technician and he can provide you with a copy.  Our reports are verbal diagnosis provided by the technician to our internal technicians.  The claim shows that the rust/corrosion caused a leak, please note that our policy does not cover failure that are caused by rust/corrosion as stated in Section F. Limitations of Liability #1 & #8.  Although rust and corrosion may be a normal process of a failure, it is specifically excluded by our policy as a failure.We do regret your frustration however CHW is in full compliance with our 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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy, we see that you purchased it on 2/28/16 and it began on 3/28/15, this is the 30 day grace period that you have to review the policy that was mailed and emailed to you or go online to our website as stated above and view the policy.  You could even go to the customer portal to view your policy. If within these 30 days you disagreed with any of the exclusions of the policy, you are able to cancel for a full refund.  You did not cancel the policy therefore we understood that you read the terms and conditions and agreed to them.In reviewing the claims that you had placed prior to this specific one for the Air Conditioning System, CHW did cover the claims you had for the previous AC system issue and a plumbing issue.In regards to this claim, we were advised that the failure that you had with the unit was caused by a lack of proper routine maintenance.  This is something that CHW requires in our policy as it is stated in Section F. Limitations of Liability #12.  We require that all units are properly maintained per the manufactures specifications. We asked you to assist you if you would have liked to provide us with maintenance records to show that you did have maintenance done.  You advised CHW that you did not have any such records.  If you would like to provide us with the records of maintenance, we will be a happy to review.We do regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

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, I do see that CHW has assisted you with the following claims:Claim # [redacted] for your Dishwasher in the amount of $260.09 plus $45 to the technicianClaim [redacted]or your Microwave in the amount of $230.00 plus $45 to the technicianI do see that we have authorized a goodwill gesture for the most recent claim due to the fact that it was not a covered claim.  We have authorized $400.00 for claim # [redacted].  We did advise you that the unit itself is only worth $535.00 but our original goodwill offer was $200.00 to assist you with a new unit.  This is a good will gesture that we have offered you.  This claim is not a covered claim and we did authorize $400 for you, again as goodwill.  If you chose not to accept this offer, please contact us and let us know.  All checks are mailed out in 30 business days and this check was authorized on the 6th of this month. As for the other 2 claims that you have had with us, CHW per the policy offers money in lieu of repair. Please see Section F. LIMITATIONS OF LIABILITY16. 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.We do apologize that you are not happy with the amount that we have offered you for any of your claims.  We do not pay for installation of units and again, the current AC claim was not a covered claim; you were offered goodwill.  CHW does not have to offer anything per the user agreement but out of good faith we have.The AC was not covered due to the fact that the units CONDENSER COIL IS LEAKING FREON and it is only a 10 YEAR OLD UNIT: Premature failure of the condensing coil, resulting in a non-repairable leak and requiring replacement of the condenser coil or the unit. Condenser coils are built to be very durable being designed to withstand weather and temperature extremes and with proper installation, care and routine maintenance the can last decades normally outlasting every other part in a condenser. So that being said, Non-repairable leaks in condensing coils less than 30 years old are caused mainly due to a lack of proper routine maintenance, yet can also be caused by an improper installation or improper previous repair or design, and in rare instances a manufactures defect which would usually occur while unit is still covered by the manufacturer, the only other way would be physical damage, from lawn equipment, hail etc.Please understand that all policies have exclusions and CHW does follow our policy.  We do our best to assist the customers and approve claims that are submitted to us.  We do apologize for your frustration with these claims.  CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:  The claim was filed in two months after the purchased of this policy, and you accepted the claim and collected $45.00
as a deductible for repair or replacement.  you accepted the claim without mentioned of a policy detail.  When you sold me the plan, you told me that all items are covered under the plan just after one month of coverage.  You told me that I would have received the entire policy after one week, which I have never received.  In compliance with the general term of a contract, there must be an offer and and in acceptance.  You offered me and the plan, and I accepted it just as you offered it to me.  Now, you must be willing to fulfill its terms and conditions as described above. Thanks!
Regards,
[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 claim, I do see that your policy began on 6/15/15 and you placed your claim on 7/10/15.  The technician stated that the unit needed a new compressor and that the one that you had was shorted to the ground, it was popping the breaker.  We did ask the technician if this could happen within the amount of time that you had the policy or could it be something that happened longer than the policy dated.  It was explained to us that this unit had been failing for a while and with normal maintenance it would have been found.  As a goodwill gesture CHW did try to have the unit fixed but it could not be and the reason was a lack of proper maintenance.  The unit didn’t come into the policy in proper working order.Per our policy Section A. Coverage #3 states that all units must come into the policy in proper working order. Please see below: 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.Also, please see Section F. Limitations of Liability #12We 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.We do apologize if anyone treated you unprofessionally as CHW does not condone that type of behavior.  We will review the calls and handle accordingly. 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.  We do appreciate your feedback as this does help us with our customer service and service providers. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

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 claim that you placed on 9/20/15, the technician advised CHW that the motor and timer went on the unit due to overloading the unit.  The technician stated this can be seen by looking at the way the tub rotates.Per our policy, Section F. Limitations of Liability #8 CHW does not cover units that fail due to misuse or abuse.  We are not able to assist you on this claim due to the fact that you have cancelled your policy with us.  We do apologize for the frustration that you have had and do wish that there were more we could do but provide you with the reasons of it failing and not being covered per our policy.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because no tech has come still. Need my fridge fixed or replaced immediately. Its been 3 weeks.
Regards,
[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 claim I do see that CHW has purchased a new unit for your home.  We are waiting for the exact unit to become available as it is on back order.  Our customer service department will contact you once the unit is available. We do apologize for any delay and if anyone of our customer service reps were rude to you in any manner, this is not acceptable and will not be tolerated.  CHW will review the recordings and speak to anyone who was disrespectful.We thank you for advising us of this.Best 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]