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 claim that you placed for your heating system, we show that the technician advised us that the unit had grounded, the unit was dirty inside and out.  It was explained that the compressor lacked proper routine maintenance and that is how the compressor failed.  The second diagnosis that was provided to us stated that the failure was due to an electrical internal failure that was caused by a lack of proper routine maintenance.Since you disagree with the outcome of the claim, you are more than welcome to provide us with the maintenance records for our inside technician to view.  Once they have reviewed them, if they do show proper maintenance was done on the unit it could overturn the outcome.  Please provide the records to [redacted] and please add the claim number.Also, please note that our policy requires all systems to be properly maintained by the manufactures specifications as stated in Section F. Limitations of Liability #12.  This would mean that a licensed technician would have to come to your home and do the maintenance for the unit at least once a year.CHW is in full compliance with the terms and conditions of our policy. I have uploaded your policy for you so you can review the sections I have outlined for 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 [redacted] Upon review of your claim we do see that CHW has not covered the claim for the Air Conditioning system per our policy, Section F. Limitations of Liability #12.  CHW requires all units be properly maintained as per the manufactures specifications.  This unit showed a lack of proper routine maintenance as there was an internal failure on the compressor which was caused from the excess overheating inside the compressor.If you have any documents showing routine maintenance was completed on your unit, please send them to [redacted] and our authorizations department will be more than happy to review your claim.Thank you,CHW

[redacted]CHW’s policy does not cover the actual tank which needed to be replaced.  Also, your policy has been cancelled by you.  You received a refund of $204.99, as a goodwill gesture CHW is willing to provide you with the remainder of the funds to equal a full refund.If you would like to accept the $175.01, please contact us and we will send you an agreement that states this outcome to be true.Thank you,CHW

Dear [redacted]We regret to hear your frustration and apologize for any conveniences this may have caused you. Please understand that the parts needed for your repair is currently on back order.  Once the parts are delivered, the technician will reach out to you to schedule the...

appointment.  Unfortunately, CHW nor the technician have control on the parts, as they come from the manufacture.  Regards,CHW

Complaint: [redacted]
I am rejecting this response because:3. Fraud or misrepresentation of facts material by You to the issuance of this contract;
CHW: In regards to #[redacted] – This was an approved claim which capped out at $500.00, and your out of pocket expense was $140.00.  Your service call fee is $45, which is what you should’ve only paid to the technician.  Our records show that this is what was paid to the technician.  Please note, that there is no record of you mentioning that you over paid your service call fee.  Invoices/receipts would be obtained by the technician.
M.P.: My contract was sold as one in which a $45 service fee would be charged for all authorized service. Never was there mentioned during the selling of the product that I would pay any more than that amount for service. Included is the invoice from [redacted] showing the amount paid. Why then when I complained did you change my purchase price from $2512.50 to $2345.00? CHW: In regards to #[redacted] – We received an email from you with the reimbursement form and invoice, however we were unable to open the emails.  We sent you two emails on 8/24/17 advising that we were unable to open the attachments.  We did not hear from you until 10/9/17.  We finally did receive an invoice, however it was not legible – which we did advise you.  Please send a legible copy of your invoice to [redacted] in order for us to proceed accordingly. M.P. I have never received an email from CHW concerning this matter. The only communication with you was by phone and I initiated the contact. You state you focus on service but even after instructing me to send by fax you did not feel it important enough to inform me that it was not received successfully.I notice you are remiss in mentioning my most recent claim [redacted]p { margin-bottom: 0.1in; direction: ltr; color: rgb(0, 0, 10); line-height: 120%; text-align: left; }p.western { font-family: "Liberation Serif",serif; font-size: 12pt; }p.cjk { font-family: "Droid Sans Fallback"; font-size: 12pt; }p.ctl { font-family: "FreeSans"; font-size: 12pt; }a:link { } which was placed on 10/25/17. today is 11/16/17. I still have no working refrigerator. I have not heard from a representative from your company or service company. Do I not still have a valid contract with your company? Is this your concept of fulfilling your service commitments? I reject your offer because you have rejected me as a customer. You have been deceitful in the way you conduct business and you do not feel you have a duty to attempt to satisfy the needs of your customer. You can't even pick up a phone and communicate. I paid for and deserve much better as does anyone who purchases your service. I would highly recommend against it. I also will not accept some measly pro-rated amount that does not come close to what I have been fleeced of. I did not need CHW to provide the services of a bank just the warranty service company that advertised themselves to be. 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].   It appears you have reached an agreement with CHW and was offered a goodwill gesture payment towards the replacement. CHW is waiting for the paid invoice in order to process a check. Please submit this information 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/user_agreement.php. Upon review of your policy, that started on 8/9/14 it states that you have Septic Pump Coverage and Limited Roof Leak Coverage.  You called in a claim on 8/11/14 stating that you had a storm and that your roof was leaking, you used your own technician and gave us a reimbursement form.  Although you do have limited roof leak coverage, our policy states that we do not cover anything related to storm damage. Please see section F. LIMITATIONS OF LIABILITY 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.Also, your policy was 2 days old, being that the policy was new, the roof shingles should have been in place properly so that they would not come off and cause a leak. Our policy doesn’t cover any pre-existing conditions. 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.Also 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.In reference to your Septic, your coverage is for Pumping, not for the repair of the Septic.  That is a different optional coverage.  Please see E. OPTIONAL COVERAGE:2. SEPTIC TANK PUMPINGINCLUDED: Main line stoppages/clogs (one time only, and must have existing access or clean out). If a stoppage is due to a septic tank back up, then we will pump the septic tank one time during the term of the plan. Coverage can only become effective if a septic certification was completed within 90 days prior to close of sale. We reserve the right to request a copy of the certification prior to service dispatch.EXCLUDED: The cost of gaining or finding access to the septic tank and the cost of sewer hook ups - Disposal of waste - Chemical treatments – Tanks - Leach lines – Cess pools - Mechanical pumps/systems. Limited to a total of $200 maximum.9. SEPTIC SYSTEMINCLUDED: Sewage ejector pump - Jet pump - Aerobic pump - Septic tank and line from house.EXCLUDED: Leach lines - Field lines - Lateral lines - Tile fields and leach beds - Insufficient capacity - Clean out - Pumping. We will pay no more than $500 per contract term for access, diagnosis and repair and/or replacement.We do apologize for any confusion that this has caused and for any frustration.  We appreciate your feedback as it helps us improve our services. 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].   Our goal is to provide 100% customer service and satisfaction. Our policy outlines in details for our customers the coverage and exclusions. Upon review of your claims, it appears that your air conditioning system claim wasn’t covered due to rust and corrosion. This information is outlined in the policy in section Letter F, number 8. There were other claims as well that had limited coverage. It appears that our customer service team has asked you to reach out to us in an effort to go over the policy and discuss your claims in detail. We would love an opportunity to speak with you, please call our customer service team directly 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,

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].   Thank you for the information. The claim was processed accordingly. In addition the policy indicates in section Letter F, Number 11, We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.   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 www.choicehomewarranty.com/useragreement.   Our records indicate we are working with you on a mutual agreement related to your claim. We have sent you an email and are awaiting your reply.   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 any frustration that you have had with this claim, we do see that CHW has helped you on prior claims that you had with them.  In reference to this claim, since your policy has been cancelled we are not able to provide you with a goodwill gesture but you cancelled it prematurely leaving CHW no options to assist you.  Our policy states in Section C. 3. We have the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval. We did not receive any information that you had your own technician until you had the unit fixed.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

Dear [redacted],Choice Home Warranty does not know what vendors that [redacted] uses however the fact is that the diagnosis that was received back from [redacted] stated to us that the unit had a dirty chamber and the unit has sever rust and corrosion. The rust and corrosion was explained to have caused the unit to have restricted air flow in which then caused the unit to fail. This is also a lack of proper routine maintenance. As a good faith offer, CHW is willing to provide you with a goodwill gesture of $250.00 to assist with this claim.If you would like to accept this offer, please contact us and we will send you a release agreement to sign and send the check to you once we receive it backThank you,CHW

Dear Ms. [redacted],We do see that the check was received and cashed when we last checked on 7/31/17.  Kindly confirm receipt.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
Choice Home Warranty never asked for records , nor did they require an inspection prior to accepting the contract over one year ago.Also, last year 7/18/16, they had their tech add Freon to my unit. At that time , the tech did not state the unit was and is in need of repair. Nor did CHW contract me regarding the condition. In fact , they contacted me to renew another year while still under contract. 
Regards,
[redacted]

Dear [redacted]We do regret that you feel as though this was the order in which this happened.  Our records show that you were provided with a reimbursement form on 2/6/16, per your conversation with our customer service rep, they advised you that once you have a technician that is going to come to your home, you must have authorization before any work is completed.  CHW does have to provide you with an authorization number in order to have the work completed. We spoke to the technician and he advised us of the failures that your unit had and the outcome was the unit had an issue with the inducer motor, there was a mechanical failure and it needed to be replaced.  It was also stated that this failure takes time to occur, you policy with us started on 1/30/16 and the next day you placed this claim. We do show that the same day that the technician contacted us, we did speak to you and advised you that this would not be a covered claim however, as a goodwill gesture we did offer you a goodwill towards the cost of the repair in the amount of $125.00. We will be happy to provide you with a goodwill gesture of the $125.00 , if you would rather cancel your policy with us we would be able to refund you the amount that you had paid for the policy to date which is $120.00. Per our policy’s terms and conditions, we are unable to provide full coverage for a claim that would not be covered.  We do urge all customers to review the policy and always feel free to contact us with any questions or concerns.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 claim, we do see that there was a diagnosis provided to us from the technician. It did state that the Condenser fan shorted out and that locked up the compressor. Per our policy, CHW will cover the primary failure of the unit and the customer is responsible for the secondary failures. Please see Section F. Limitations of Liability #19.
CHW does provide our customers with the policy 30 days prior to the start date to ensure that they do review the terms and conditions. Within this time you are also permitted to cancel for a full refund however if you continue with the policy after the 30 days, it is understood that you have reviewed the terms and are aware of the conditions. CHW did provide you with the policy upon purchase; it was mailed and emailed to you. Our policy as stated above it online for anyone to view and it is available in the customer account center. Our advertisement states that we will repair or replace “covered” items. In this case, the covered item is the primary failure of the condenser fan and we would also include the labor.
CHW offered to provide you with the funds as stated in Section F. Limitations of Liability “16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.” We offered the amount that we would have paid which is for the labor and part, of $132.85. If you disagree with this outcome, you are welcome to have the technician contact us or you can provide a second opinion. Please have either one contact us 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 apologize for the inconvenience this may have caused you.  We have contacted our IT department to remove your information from our do not call or email list.  Please allow one week your information to process. If you continue to receive solicitations, please...

forward the email to us at [email protected], so we could revisit the issue. Regards, CHW

Complaint: [redacted]
I am rejecting this response because: I have provided DETAILED service records in addition to the payment log.  On 6/24/16 I provided 2 invoice summaries.  When I phoned in to follow up I was asked to provide CHW with the service details.  On 7/1/16 I provided 4 pages of service details that said exactly what was clean, maintained and corrected.  The invoices also show that all the areas of service were within the manufacture's specification. There is no need for me to submit these records again as I received email saying the records were received on the first and being reviewed.  I rejected the $350.00 because that is only a SMALL portion of the cost I had to pay to get the problem taken care of, it is also only a small portion that is owed for a service that I pay for but did not receive.   
Regards,
[redacted]

Mr. [redacted],We will be happy to go over any questions that you should have, kindly call our customer service department at [redacted]. Thank you,CHW

[redacted],Since you rejected the response, we are required to respond back. We do regret your frustration with this claim however being that you have cancelled the policy and have received your refund, this claim is no longer active and therefore we are not able to provide any type of goodwill.  CHW did not cover the claim per the policy.  This unit did not enter our policy in proper working order as it states in Section A. #3 that we require.We do see that we did offer you a goodwill gesture however you rejected our offer and chose to cancel.Again, we regret your frustration however CHW is in full compliance with the terms of the policy.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: Your policy of not taking responsibility for your own technicians is unethical. 
Regards,
[redacted]