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 policy that began on 8/23/15, you placed a claim for your AC unit on 8/24/15 one day later.  On 9/11/15, you had advised us that your home was new and only purchased the policy for us to fix your AC. You chose to cancel the policy due to our exclusion stating that all units must come into the policy in proper working order on the start date of the policy.CHW does not cover failures that are pre-exiting to the policy start date as stated in Section F. Limitations of Liability #1 states “ The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.”As well as Section A. Coverage #3 states “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.We do see that you have cancelled your policy and CHW did provide you with the correct amount of a refund as stated in Section L. Cancellation: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.We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:The energy management system had nothing to do with the operation of my air conditioning repair or complaint. As mentioned before, the outside unit was turning before the initial contracting company worked on my unit. [redacted] informed me, and Choice Home Warranty that the power unit nor anything related to electricity had anything to do with the operation of my air conditioning problem. This was another way to shift the blame.
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 claim, we do see that the failure was reported to us as a restriction that was found in the TXV valve.  This is something that is not covered per our policy.  We do see that your requesting a complete refund of the paid policy however CHW has paid a total of $1206.25 towards other claims that you have had.  We would not be able to provide you with a full refund however we are willing to offer you a refund of the paid policy mins the amount that we have paid for a total of $543.75.  This amount would be more than the pro-rated refund that you would normally have per Section L. Cancellations.If you would like to accept our offer, please contact us at ###-###-#### and we will send you the release agreement form.CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: CHW holds me accountable for poor maintenance performed by previous home owners of this property. The wear and tear did not occur soley when I took ownership of the property.I have perform the necessary preventive maitenance to best of my capability after taking ownership of this property.CHW is requesting documentation that I cannot produce because I did not own the property until 2.5 years ago. CHW advertises that do not need to perform inspections of the property to obtain a warranty. I see that as a failure on their part and negligence to assert coverage on appliances that can be worn out. I view CHW simply as a business to scam honest people by relying on bogus policies intended to cheat customers.
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/useragreement.com.Upon review of your policy, I do see that CHW has assisted you with previous claims that you had placed, one was for your Air Conditioning system and the other was for the washer.  We do regret the frustration with the plumbing claim as the jets are an excluded portion of the policy as stated in Section D. #8 excluded Whirlpool Jets.We always urge our customers to read our policy and if you have any questions to please contact us as we will be happy to explain any included as well as excluded items. CHW is in full compliance with 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 www.choicehomewarranty.com/useragreement. Upon review of your policy, I do see that you placed your first claim for this system a few days after the policy began and CHW did provide you with a goodwill gesture to assist with the claim.  The next claim that you placed was for the AC system for your second unit and it was stated that the compressor overheated and blew out the hard start kit. We did explain that this is considered to be a lack of proper routine maintenance.  You stated in your complaint that you have done everything per the manufactures specifications.  Kindly send us the maintenance records as stated in Section F. Limitations of Liability #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.”Once we receive the records, we will be able to review and see if the claim can be more of a favorable outcome for you. Kindly send them to [email protected]. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.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/useragreement.com.I do see that there was a claim placed for a plumbing issue and I do see that the service provider stated that he did diagnose the unit.  Upon your request we did attempt to dispatch a different technician and also advised you that we have a reimbursement option for our customers.  We advised you that we would send you a form that you would have the technician fill out and upon his diagnoses he would have to contact us before any work was completed.  You stated that you did not want to find your own technician that you would like for us to continue to look for one in your area, as we did.  Before we were able to provide one to you, you cancelled the policy. Being that you have already cancelled your policy, CHW would not be able to provide a full refund.  We do apologize for any frustration that you have had with this claim.As per the claim, CHW is in full compliance with its terms & conditions.  We do urge customers to read the policy to fully understand what is and isn’t covered.  If you should have any questions or concerns, please feel free to contact us.  You can always view the policy online as stated above.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 a failed capacitor and the control fan motor needed to be replaced.  It was verified that your unit is still under warranty until 2021.Per our policy, Section F, Number 15, CHW does not cover any item while still under an existing manufacturer’s, distributor’s, or in-home warranty.Please contact your manufacture in regards to this issue.  The information is as follows:Manufacture: CarrierPhone#: [redacted]  Model#: [redacted]Serial#: [redacted]We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.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 .  We see that you started your policy with CHW on 05/13/15 and you placed a claim for your unit on 6/7/15.  We did advise you on 6/9/15 that due to the failures that your unit has, per the technician “THE CONDENSER COIL IS VERY DIRTY THERE IS GRASS BUILD UP, DIRT AND ITS ABOUT 30-40% CLOGGED UP ON THE BOTTOM THE UNIT HAS A BAD DUAL CAP AND RUN CAP ARE BAD THEY NEED TO BE REPLACED.”  This is a clear exclusion per our policy of a lack of proper maintenance.  Also, your policy began a little over a month before the claim was placed; CHW does not cover any unit that comes into the policy with any known or unknown pre-existing issues.  Please see Section A. Coverage #3 Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also please see Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.As per your statement with the vendor that came to your home.  CHW has a contract with our vendors and we do pay them per their contract.  We will contact them and explain their contract to them.  We always want our customers to 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 this claim.  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

Dear [redacted]We regret to hear your frustration.Please be advised that our system is automatic, therefore, once a policy has gone inactive, checks will not mail out. After reviewing this claim, we will mail your check in the amount of $180.00.  Please allow approximately 30 days for...

the check to mail out.  Regards,CHW

Dear Ms. [redacted],CHW provided you with the refund per the date that you completed a chargeback and we did provide you with a credit back onto the credit card for the amount for a total of $473.34.  Per Section L. Cancellations you are not permitted to “charge-back the credit card” since you disagree with the outcome. If you review the policy, it does state that this is a contract, it states it at least 53 times throughout the policy.This matter is closed as we did provide the proper refund 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 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 low on Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you agreed on having your technician perform a leak test.We received the invoice from your technician, which only stated that there was a leak in the system; this was not a proper leak test.  In order to move forward on the claim, a proper leak test must be performed. We received another invoice from your technician that there were “no major leaks” found.  Please understand that the system losing a lot of Freon does not occur from normal wear and tear.Per our policy, Section Letter A., Number 2. CHW only cover failures that “…Become inoperative due to normal wear and tear…”  The outcome of this claim stands as non-covered. Our Sr. Claims Specialist advised you about the outcome of the claim and due to your dissatisfaction, we offered you funds in the amount of $150 to assist you on the non-covered claim.  You accepted these funds. 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]. Upon review of your claim it shows that the crack in the front of the drum of the dryer is not a normal failure that a unit would have. We do see that CHW has offered you a goodwill gesture in the amount of $150.00 towards the repair or replacement of the unit.If you would like to accept this offer, please feel free to contact us at ###-###-#### and we will place the authorization.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: technician didn't give us that comment and tried to cancel our policy and called several times. Transfer to cancellation department they said but never picked up and we can't cancel till today.
Regards,
[redacted]

I am rejecting this response because: I received my contract almost 20 days or more after talking to a sales representative who claimed that everything is covered. If a pipe is busted because it was old, or due to pressure. I was covered. any unforeseen things that happen to plumbing are covered. frozen pipes. This is how it was presented to me. Maybe you should send in your contracts before you sell it.

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 claim we do see that your policy had begun 7 days prior to the date the claim was placed.  The technician stated that the unit had a piece of metal inside the inductor and then it had failed. Per our policy the failure that your unit had could not have happened within the timeframe of the policy, therefore the claim was not covered per Section A. Coverage Number 3.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]:The letter or email that you are speaking about is not from the manufacture, it is from our authorization team who are made up of technicians.  The technician called in a report to us and verbally provided the failures of the unit.If you would like to produce maintenance records for this claim to see if it can be overturned, we would be happy to view them but as for the claim itself, it was explained to us that the failure was due to the filters being fully clogged, that is a lack of proper routine maintenance. We would be happy to provide you with a one time free service call fee upon your policy for any future claim that you might have.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Dear [redacted],CHW did not request maintenance records from you due to the fact that your policy has been cancelled.  At this point, the only offer we are able to provide to you is a goodwill gesture of a refund since you no longer hold an account with us.The report that we received from the technician that you stated was that the filters were clogged, fuse was blown and breaker tripped for condenser unit. Determined that motor windings on compressor had failed. More specifically the start winding for the compressor had grounded out to the interior of the compressor housing.  Please note this is a lack of proper routine maintenance that is required by our policy.  Please see Section F. Limitations of Liability #12 that states all units must be properly maintained per the manufactures specifications.   Our offer for you does stand and if you would like a full refund of the policy, we would be willing to provide it to you since you no longer are a policy holder with CHW and the claim that you had when it was active was not covered per the terms of the policy.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 claim, we do see that the unit was close to 18lbs low of Freon which would then require a leak detection test. Upon review of the leak detection test it was found that the unit failed due to rust and corrosion.  Although rust and corrosion may be a normal process, it is not covered per our policy as stated in Section F. #1.  “1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.”CHW also has it listed in our policy under Section F. #8- please see below:“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.”Our policy does cover failures that are of normal wear and tear however rust or corrosion are not listed in our policy as covered failures.  We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted] ,We do apologize for any frustration that the calls have caused you.  We have requested from our IT department to stop any calls or emails that have been sent to you.  Please allow a few days for this to be placed into the server.Thank you,CHW