Bass Services, Inc.

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]   Upon review of your claims it has been noted that there are three claims in question. Your most recent claim was an air conditioning claim that was not covered in accordance with the policy, section Letter D, number 4 where water leaks are not covered. There are two other claims, one for your water heater and another for your electrical system that we have been making attempts to reach you to discuss. We would like an opportunity to have these issues corrected for you. Please call our customer service team 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

Complaint: [redacted]
I am rejecting this response because:  I will not signk anything with CHW  they cannot be trusted --They have lied about everything so far  Thanks 
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 our web site at http://www.choicehomewarranty.com/user_agreement.php.  Upon review of your policy we do see that CHW has been able to assist you on multiple repairs for your home, unfortunately the claim that you placed for your refrigerator is not a covered claim due to the fact that CHW does not cover repairs that are secondary damage.  The control board failed on the relays to the compressor due to a burnout on the back of the unit.  This happened due to the compressor overworking and over amping, when the defrost controls were faulty and the compressor was overworking this caused the board to fail.  Per our policy Section F. Limitations of Liability #19 states that CHW is not responsible for repairs related to secondary damage.  Your one part of the system had failed due to another part failing.  Had the unit been properly cleaned, maintained or maintained this would not have happened. 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]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

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 it was handled according to the policy. CHW apologizes that there was a delay in obtaining the necessary information from the technician to process the claim quicker. Based on the information that was received from the technician, there is rust and corrosion in the evaporator coil. Section Letter F, Numbers 1 and 8 indicates that rust and corrosion aren’t covered under the policy. CHW doesn’t want to lose any valued customers, you did speak with the cancellation team that advised that according to section Letter L, Number 4 of the policy, that you would receive a partial refund. If you would like to cancel the policy, 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

Dear Mr. [redacted],Please review the policy Section B. COVERAGE PERIOD below to answer your question in reference to the start date of the policy and the payments that were to be made.“Coverage starts 30 days after acceptance of application by Us and receipt of applicable contract fees and continues for 365 days from that date. Your coverage may begin before 30 days if We receive proof of prior coverage, showing no lapse of coverage, through another carrier within 15 days of the order date.”The date that you purchased the policy was on 8/1/16, therefore your policy began on 9/1/16, and you placed a claim on 9/5/16 for your Air Conditioning System and a second one on 9/8/16 for the plumbing however that was cancelled due to the fact that you cancelled your policy.We do see that you are receiving a refund per the terms of our policy, Section L. Cancellations and you will be receiving a total of $592.82.We do understand your frustration however, please review Section A. Coverage #3 that states that all units must enter the policy in proper working order as well as section F. #1 that states we do not cover failures that are pre-existing the start date of the policy. The failures that you had in the unit started before the policy began.Your refund will be placed back onto the credit card that you used upon signing up with us and it will be completed in 7-10 business days.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:Your offered amount does not cover the repair bill.
Thank you for your offer, However the bill for the repairs that you are responsible for is $1280.00
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 policy, we do see that the policy was purchased on 7/3/17 and then began on 8/3/17, this provided you with 30 days to review the terms and conditions of the policy.  You placed your claim only 5 days after the policy began which shows us that the system did not come into the policy in proper working order.  Per our policy, Section A. Coverage #3 states that all units must enter into the policy in proper working order.  It also states that we do not cover any known or unknown pre-existing conditions. The septic system was notated to have been full and required pumping, please note that this could not have happened within the time that you had the policy.  You are required to pay the service call fee on any claim that you place for any reason even if the claim is not covered. CHW is not able to provide you with coverage of this claim and if you do want to cancel, you are able to do so however we are not able to refund you for a claim that is not covered. We have documented the claim to reflect that you declined the funds to stay with the company and you would like to cancel as soon as possible.  We will have a cancellation specialist contact you. 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 claims it appears that all of the claims were processed in accordance with the policy section Letter A, Number 3 in which CHW doesn’t cover repairs related to known or unknown preexisting conditions. Our goal is to keep our customers and provide outstanding service, however, if you would like to cancel your policy you can call our customer service team at [redacted]   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 we received, it stated that keypad and fuse had failed and needed to be replaced.  After an extensive search, our technician was unable to locate the parts needed for the repair.  Per our policy, Section Letter F, Number 9 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….” Our Sr. Claims Specialist advised you about the outcome of the claim and offered you $225 towards a new unit.  You expressed your frustration and requested to cancel.  You spoke with our Customer Solutions Specialist who offered the $225 again, and you accepted.  Your check was mailed out April 4, 2017.You confirmed with us when your check was mailed out, then requested to cancel.  Per your request, Choice Home Warranty has cancelled your policy and has started the process for sending your prorated refund.  Please see our policy, Section L of Cancellations: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 your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],   Under the policy, counter top microwaves are not covered. A trim kit is used to make the counter top microwave a built in unit which is not covered.               Regards, CHW

Complaint: [redacted]
I am rejecting this response because:
Because I did not understand the 2 roofing claims and the water faucet leak. The explanation that was given wasn't clear and even the technicians saw the frustrations. One technician had even stated that he had been on many claims that Choice didn't cover and there were a lot of unhappy and upset customers. You keep referring to a contract and the sections which things aren't covered.... but it seems as if NOTHING is covered and you all are just taking people money. The customer service is also TERRIBLE... the reps don't listen and they cut your conversation off just to read straight from a manual on the rules or policies.... there are no efforts on trouble shooting the situations. I have a large influence in the Metro Atlanta real estate market and I will be sure to inform homeowners and investors of the poor customer service and lack of warranty performance that Choice offers. As well as the type of technicians that are sent to the homes to do the work. ONE BIG RIP OFF! 
Worst Warranty Company I have ever used!
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I feel that I do not have any other course of action to take. The company said they would not refund November so I will just have to "eat" that charge!
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]. Upon review of your policy, we see that you placed a claim for your AC System on 5/12/16.  The technician that came to your home stated that the evaporator coil was rusted out and allowed the Freon to leak out due to this.  He stated that also there seemed to be an issue with the installation that needed to be addressed.  Per our policy, both of these issues are non-covered.  Please see Section F. Limitations of Liability #1 and #11, we do not cover for any failures due to rust or corrosion and we do not cover any failures that are due to improper installation.We do see that we did try to assist you with a goodwill gesture but it was declined.  We offered you $150 plus a free service call fee however; you did decline this offer.  We would like to assist you but the unit itself, the failures are not covered under our policy.Offer of $150 plus a service call fee is actually more than you would receive if you were to cancel. Please read section L. Cancellations. You would be provided the amount of months left on your policy, minus an administrative fee and minus any claims paid. 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 claims show that they were all processed in accordance to the policy. The claim placed on 1/29/16 was for the ice maker which is not covered under your policy. That coverage is optional coverage which needed to have been purchased either when you purchased the policy or within 30 days. The claim on 8/4/16 was for the air conditioning unit. There was a technician dispatched on 8/4/16 and CHW received a diagnosis from the technician on 8/5/16. The evaporator coil was frozen and had rust and corrosion. Section Letter F, Numbers 1 and 8 of the policy outline that CHW is not responsible for repairs related to rust and corrosion. On 10/31/16, there was a claim placed for the plumbing system. CHW dispatched a technician on the same day. Section Letter C, Number 2 of the policy indicates that, “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”.  It appears that there was an issue with getting the appointment scheduled with the technician that was dispatched in a timely manner. A complaint was also taken from you and handled internally with the technician being rude which is not acceptable and has been addressed. For this claim, the diagnosis was that the numatic switch had failed and in accordance to section Letter D, Number 8 this is not covered.   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. The first diagnosis that was received stated that wires in the attic for the outdoor unit had been chewed by pest and required re-wiring. Per our policy, Section Letter F, Number 8, we do not cover failures caused by pest damage.You advised us that you had another technician come out to the home and confirmed it was the sub-panel, however, you were still having issues with the unit. We strive to provide the best customer experience, therefore we dispatched a new technician to your home to diagnosis the issue. Based on the second diagnosis that we received, it stated that the compressor shorted to ground.  Please understand that the compressors overheating damages the internal windings and shortens the compressor.  This does not constitute normal wear and tear. Per our policy, Section Letter A, Number 2, we only cover failures that “Become inoperative due to normal wear and tear…”Our Sr. Claims Specialist advised you about the outcome of the claim, in which you opted to get a second opinion as you did not agree.   Choice Home Warranty advised you that we would accept a second opinion, and if the outcome of the claim is different, we would adjust accordingly.Based your second opinion diagnosis, it stated that the compressor shorted to ground, confirming the diagnosis our technician submitted.  It also stated that there was a reversing valve leaking due to a crack. Per our policy, Section Letter D, Number 5, we do not cover valves.Based on the diagnosis from your second opinion technician, the outcome of this claim stands.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I am rejecting this response because: Even on the Revdex.com website there  information is not accurate,  This is why I filed the complaint and is a clear indication of the level of service I received and it is why other consumers need to know.First, I was solicited by your company with the promise of a comprehensive warranty package. I moved from another warranty company and went with our plan. This transaction occurred on 3/20/2015, not 4/19/2015. On 4/27/2015, our microwave started to make a funny noise so I called for service. The technician came to the house and states the fan was failing and he would place the order for a replacement fan. Weeks go by and I hear nothing from the technician nor Choice so I called to check on the status. I was then informed that “Choice” deem it to be a preexisting condition. Now we had another issue, this time it was with our DTV shower. Choice rejected the claim because you did not cover the electric valves. There are no electric valves, there are just valves. The electical component on the system had nothing to do with valves that failed and the tech indicated that aswell.In good faith we purchased your coverage to obtain piece of mind, instead we received a migraine. The only resolution for us now is a full refund for the 2 months paid and a apology for the non service we received.

Dear [redacted] B [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 would need the address that this claim is under in order to review the complaint. However, we can state that our policy does not cover any failures due to rust or corrosion. If a lead detection test was required it was to find out if the rust had caused the leak, if so it would not be a covered claim.  If the rust was not a part of the failure then the claim would not be a non-covered claim.  However; this is just stating the policy and not reviewing your personal claim.  Please provide us with the claim number and we would be happy to review.  Regards,CHW

Complaint: [redacted]
I am rejecting this response because: I did not break my contract.  I had chw for one full year.  I was then on a month to month agreement per my phone call with customer sevice in May.  In May when I called regarding renewal I was told in would just be charged month to month until I cancelled.  I even tried to pay for a full year ahead of time and was told I couldn't do so at that time.  Thand goodness their less than efficient accounting department couldn't figure how to do it.  Their words....not mine.  So I counties paying monthly until my year was up.  Then I found another more reputable company to use.  
Regards,
[redacted]

We do apologize that you are frustrated with this claim and upset as well.  I do see that CHW has assisted you with all of the other claims that you have placed, there is a total of $587.18 Authorized Claims.  Stating that CHW does not pay out on claims is not a factual response.This claim was unfortunately not covered due to the exclusions in the policy, the unit had shown a dirty condenser coils and soot in the furnace. Also, as stated in the previous reply, collapsed ductwork in the attic is not covered under our policy. Section F. Limitations of Liability # 1CHW is in full compliance with our terms of our policy.Thank you,CHW