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 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 unit lost 50% of Freon, which was caused from the King Valve leaking.  Please note that your policy coverage start date was 6/30/2017 and the last time you stated the unit was working properly was 7/21/2017.  The failure to your unit could not have occurred during the short lifespan of your policy as it takes time for this failure to develop.  Per our policy, Section Letter F, Number 1, CHW is not responsible for any “…known or unknown pre-existing conditions.”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  We strive to provide the best customer experience, therefore as a goodwill gesture we have placed a onetime free service call onto your policy – this can be used on your next claim. 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 .  I do apologize for any rude behavior that you had to endure by the service provider or our customer service.  I do see that CHW has offered a goodwill gesture for your policy to pay half of the non-covered claim.  Please advise if you would like to cancel the policy because we would not be able to cover the goodwill gesture if the policy was cancelled.If you chose to stay, I have added a onetime free service call fee to your policy for the rude behavior of the technician.  I am not able to refund you the money that you paid to them because it was not to CHW.I have notated your policy, if you would like to cancel, please call our cancellations department and they will have your information available for you to cancel.  We would regret you cancelling but it is your decision.Again, we do apologize and appreciate the feedback, I have placed a complaint against the technician that was rude to you.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 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.  You agreed to have the technician perform this leak test.  However, the technician reported that access was needed in for him to move forward with the leak test.  Section F, Number 2, states that CHW does not cover for access.The results of the leak test stated that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  We strive to provide the best customer experience therefore we offered you funds in the amount of $250, however you declined this offer and requested to cancel.  You spoke with our Customer Solutions Specialist who offered your funds to assist you on the non-covered claim, however you declined. If you would like to move forward and cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm ESTWe 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, 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

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 appears that your claim was processed in accordance with the terms of the policy which indicates that under section Letter F, Number 8, rust and corrosion aren’t 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.  Based on the diagnosis that we received, it stated that the compressor is locked up and needed to be replaced, however the unit was still under its manufacture 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.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you stated that the manufacture is no longer in business therefore the unit is no long under manufacture warranty.  We strive to provide the best customer experience, therefore we have resubmitted your claim to our Authorization’s Department for review.  Once your claim has been updated, we will contact you right away. 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 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.  You agreed for the technician to perform the leak test.  Based on the leak test results and pictures we received, it stated that there was rust/corrosion found on the ubends that caused the coil to form holes which led to the Freon leak.Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance.  You advised that you contacted your own technician for a second opinion.  We received the results from your second opinion –The outcome stands, as the results show that it was rusted and corroded around the ubends, which caused the Freon to leak.Please note that your policy expired on August 6, 2017; we will have our Resolutions Director contact you directly to discuss this matter.  Please allow 3 business days to be contacted.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted]
We regret to hear your frustration.  Please note that [redacted] have been assigned to your claim.  You may contact them at ###-###-#### to schedule an appointment.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

Complaint: [redacted]
I am rejecting this response because:Choice Home Warranty has totally disrespected me and totally ignored me for over 4 weeks all while I'm losing food and tossing out milk they had no sense of urgency. Like I said it has now been past 4 weeks.  I believe they need to be held accountable and reimburse me for some of my food as well as the 120.00 dollar fee I was charged in which it should have been 60.00 so I have yet to be reimbursed my 60.00. I will accept the next claim for free but I don't buy that they are sorry. Choice Home Warranty are mistreating people and getting away with it. I happen to bite back. I will remind everybody I know not to do business with Choice Home Warranty. So yes I will accept the next claim on them.
Regards,
[redacted]

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]

CHW values feedback regarding the contracted technicians that assist with the business. However, if there is an issue with the technicians, please make CHW aware and if there are issues with the way a repair was handled, please reach out to the technician and the company directly to have this resolved. In accordance with the policy section Letter F, Number 19 You agree that we are not liable for the negligence or other conduct of the Service Provider, nor are we an insurer of Service Provider’s performance. You also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages. Records indicated the policy was printed and mailed to you on several occasions. It is also available online for all customers to review. Records also indicate that there have been covered claims during your time as a valued customer with CHW. Please feel free to contact customer service directly in the event there are questions at [redacted].  Regards,CHW

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.

We do understand that you are stating that the technician damaged the line however per our policy, Section F. Limitations of Liability #19, CHW is not responsible for the negligence of a technician.  All of our technicians are licensed and insured, we ask that you contact that specific tech and if you do not know their number, we can provide it to you.In reference to the plumbing issue, we do see that MT Builders have been dispatched to return at no cost however if you chose to have a different technician come to the home, please contact us and we can dispatch one to you or if you would like to use your own licensed technician, you may do so however you would have to receive prior authorization as stated in Section C. Service Calls.  CHW will not reimburse for work that is done without prior authorization. Please have the technician contact us at ###-###-####, please ensure that they have their license number and contact information with the complete diagnosis of the unit.  Again, we do see that there is someone currently dispatched if you would like to use someone else, we can use a different tech or you can use your own and we can send the form. Also, once again, if work is completed without authorization, we will not reimburse for any amount.We have documented the claim for you to advise that you might be interested in using your own tech. Please contact us and advise us.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 [redacted]   A review of the claim shows that the claim was handled in accordance with the policy. When you called to place the claim you indicated that the door was cracked on the oven. The policy indicates in Section Letter D, Number 10 that doors aren’t covered. They are excluded in the coverage so there was no need to send anyone as you indicated a reason that is not covered, as outlined in the policy. Please accept the apologies of CHW if you felt as though the customer service representative that assisted you was submissive, however, it is only the interest to save your time and work efficiently by making you aware that you selected a reason that is not covered. Please call the CHW customer service team if you have any questions at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],We do understand your frustration however, once this claim was deemed not covered the choice for you to use the technician was up to you.  We do see that since the policy start date, CHW has assisted you with a total amount of $379.99 in which you had paid to us $199.15. We did provide you back with the service call fee however you chose to cancel the monthly policy and we did explain that you should contact that technician for requests to receive assistance with the claim.  Per our policy, Section F. #19 states that CHW is not responsible for repairs related to the technician's negligence.We regret your frustration however CHW is abiding by our policy and if you would like to reach out to us to receive that technician's name and number so you can contact him for the funds or the proper repair that you stated he did not do, please do so.Your policy has been cancelled by you and we again regret that you are disappointed with the claims that you had placed however, we are very sorry but CHW is not responsible for the repairs as stated above.CHW

Complaint: [redacted]
I am rejecting this response because:
The technician, a Choice Home Warranty technician, came and physically examined my furnace, and determined that there was NOT rust on my furnace. The technician determined that the discoloration that can be seen in the pictures has been caused by flames coming out, caused by the cracked heat exchanger. You are welcome to call the technician (again), and confirm that it was not rust.
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

Complaint: [redacted]
I am rejecting this response because: I did not know the cost to replace the unit when I spoke with the rep.  I paid $1285 to replace it.  The $700 figure was inaccurate and was simply me trying desperately to negotiate more money from a company refusing to replace my hot water heater.  The fact that a part is unavailable does not mean the company is not responsible to replace or repair the unit.  If you cannot fix it, you must replace it.  You owe me $1285, which I paid Al's Plumbing, and which is less than Knight's Plumbing quoted me (your hired contractor).  It is reprehensible to offer a repair or replacement policy and then refuse to replace it when it cannot be repaired.  Your own contractor said it could not be repaired and must be replaced.  
Regards,
[redacted]