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 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

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 the claim was processed in accordance to the policy. The diagnosis that was received from the technician that was the compressor of the air conditioning system failed due to the internal windings shorting to the ground. This is a failure that occurs from the compressor overheating, damaging the internal windings and shorting the compressor. This is not considered normal wear and tear. Section Letter A, Number 2 of the policy indicates that CHW is responsible for repairs related to normal wear and tear. This claim is not covered. CHW has extended a goodwill gesture payment of $450 to assist with the repairs, however the call was disconnected the by the customer. This good faith gesture is still available and if you would like to take advantage of this, please call the 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 [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 diagnosis that was received stated that the condenser coil was rusted which caused the system to leak Freon.  Per our policy, Section Letter F, Number 1 and 8, we do not cover failures caused by rust and or corrosion. Please note, if a technician can visibly determine the location and cause of the leak, there would be no need for a leak test. 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 $150 to assist you on this non-covered claim, in which you declined. We regret to hear your wishes to cancel.  If you want to move forward with cancelling your policy, please contact our Customer Solutions Department at ###-###-#### Monday-Friday 9am to 6pm EST. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],While we regret your frustration.At this time, CHW would like to offer you a full refund of what you paid for the policy, in the amount of $321.  Please contact us directly therefore we can send you the proper paperwork to process your refund. Regards,CHW

Our goal at CHW is to continue to provide outstanding service on all levels to all of our customers. The terms and conditions outlined in the policy remain clear as it relates to the coverage. As previously stated, although we do not require our customers to submit maintenance records, we will allow our customers to do so in an effort to reach a resolution on a claim. Once we receive your information, we will review and hope to be able to assist 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 [redacted].   Upon review of your claim it appears that your claim was handled in accordance with section Letter D, Number 4. Per the policy 4. AIR CONDITIONING/COOLER NOTE: Not exceeding 5 (five) ton capacity and designed for residential use. INCLUDED: Ducted electric central air conditioning, ducted electric wall air conditioning. All components and parts, for units below 13 SEER and when We are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except: EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.   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 apologize for the time frame and for any inconveniences this may have caused you. We have received a diagnosis for your unit.  Please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm. Regards, CHW

Dear [redacted],
Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. ...

Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] Upon review of the claim you placed, the diagnosis was provided to us that the unit had failed due to a lack of proper routine maintenance. The unit has an internal failure of the compressor, when the unit is not properly maintained the unit will over work itself and overheat. This is a lack of proper routine maintenance. If you would like to provide us with routine maintenance records, CHW will review them and see if there can be a more favorable outcome for you. If you would rather have a full refund of the paid policy, CHW will provide that to you. You have paid a total of $520.00 for this policy and if you contact us, we will provide you with an agreement for us to provide this amount back to you.
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]   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 it was handled in accordance to the policy. Based on the diagnosis that was received from the technician it wasn’t worth repairing the unit. After reaching an agreement on a comparable unit the unit was ordered for you on 12/1/16 at 5:19pm. You were advised at that time to please allow 3 to 5 business days. Please allow the allotted time for the delivery to be made. Please call the customer service team directly at ###-###-#### if you have any questions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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

Complaint: [redacted]
I am rejecting this response because: My hvac system is 26 years old. It worked well for all these years. Nothing different happened that would cause the failure .This is strictly a case of compressor burnout from age. Your certified technician stated and wrote down that the system was clean and the problem was due to normal wear and tear.
Regards,
[redacted]

Dear Jasbir [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 it has been covered in accordance with section Letter F, Number 12 of the policy which 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. CHW also doesn’t reimburse for non-covered repairs as outlined in section Letter C, Number 3 of the policy. This states we will not reimburse for services performed without prior approval. 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.  Based on the diagnosis that we received, it stated that the compressor, the control board, inverter board failed and needed to be replaced.  Due to the multiple failures, CHW offered you funds to go towards a new unit....

 Our policy states in Section Letter F, Number 16, “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost…”Our Sr. Claims Specialist advised you about the outcome of the claim, policy, and offered you $550 towards a new unit.  You declined this offer. We strive to provide the best customer experience, therefore, as a goodwill gesture we will offer you the maximum amount of $600 towards a new unit.  In addition to that, we have added a onetime free service call to your policy.To accept these funds, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted],We are very sorry to see you leave CHW.  We have documented the account and you will receive a phone call from a cancellations manager to assist with the cancellation. We have it documented that you would like to cancel as of 4/19/16. We will honor the pro-rated refund for that date.Thank you,CHW

Dear Liza [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 apologizes for any miscommunication. However, in an effort to be sure that all customers have a detailed understanding of the policy that is offered, the policy is not effective for 30 days after the sale date. This is to allow customers an opportunity to read and understand the policy which includes any exclusions. This also provides time to gather questions and have them answered promptly. A link to the policy is included above. This information was also emailed and mailed when the policy was sold as well as on January 12, 2016 per your request.   Section Letter A, Number 3 of the policy states systems and components “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”. This was the issue with the stove on the claim placed 12/6/15. This was also the case with the claim for the washer that wouldn’t advance through cycles.   A claim was placed on 12/23/15 for the air conditioning system in which it was determined that there was nothing wrong with the unit and there were no mechanical failures. Section Letter A, Number 2 states that CHW will cover the claim in accordance with the terms and conditions of this contract so long as such systems and components “Become inoperative due to normal wear and tear”. Section Letter F, Number 12 states “We are not liable for normal or routine maintenance….”.   CHW values all customers and their loyalty and wouldn’t want to lose any customers. However, if you choose to cancel the policy it will be in accordance to the outlined policy in which Section Letter L, Number 4, “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”. If you would like to cancel your policy, please call the customer service team directly at ###-###-####.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:
The technician [redacted] has proof there is no rust or corrosion. I would like to see the evidence as there is none. CHW has falsified this information.  I have recently spoken to a manager named Iesha who informed that since this technician was "not following CHW standards" he is no longer working with them.  Todd can be reached at [redacted]. Again this is the technician they sent out and is also the person that advised me to file this complaint due to the fraudulent actions of CHW. The question is since there is no actual rust or corrosion why was this claim actually denied? I also received a second opinion from Mario who has pictures and video. How can this company get away with this over and over again?  
Regards,
[redacted]

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.However,  I have not received a check yet, and would like to keep this open until I do.
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, we do see that your Service Provider diagnosed the unit and stated that there were multiple leaks inside the unit.  He stated that he did try to place a sealant inside the unit but that was not resolving the issue.  He advised us that the compressor had been changed out and he feels as though the system was contaminated with moisture and this turned the Freon acidy.  This would cause the failures and Freon leaks to happen within the evaporator coil and throughout the system. Per our policy, Section F. Limitations of Liability #11 states that CHW does not cover failures that are a result of improper installation.Please note that our company doesn’t cover cost of routine maintenance as you had requested that “you would like for CHW to refund you the amount you spent on your new unit as well as the remaining unpaid cost of maintenance.”  This would go against our policy.Please review your policy 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 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.If you would like a refund of your policy, please review Section L. Cancellations and then contact our Cancellations department and someone will assist you.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 [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

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]