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 [redacted].   A review of the claims shows that the claim was handled properly. Initially when the claim was called in it was stated that the unit was on fire and the entire house was filled with smoke. CHW advised that fire damage is not covered, however, at your request, a technician was dispatched. After receiving the diagnosis and pictures from the technician, it showed that the blower wheel had overheated and was loose. This is due to a lack of proper routine maintenance. Section Letter F, Number 12 of the policy 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 had dispatched a technician on 7/26/16 for the air conditioning unit, however, it wasn’t maintenance, as maintenance is not offered under the policy. At that time, CHW covered the replacement of the dual cap that was bad and the system was low on charge. That claim was handled.   The claim remains non-covered and in an attempt to assist with the non-covered claim, CHW did offer to provide you with a goodwill payment in the amount of $200 to assist and it was declined. If you would like to have this, 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

[redacted],We still have not received any records from you, today being 8/24/15.  If you would like for CHW to review this claim for you, you can send the records to us.  Please call and verify that we have received them because as of yet we have not. Please also place the claim number on the records.Thank you,CHW

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 will not consider this issue closed until I receive the refund check in full.
Regards,
[redacted]

Dear [redacted], We do regret your frustration, however, Choice Home Warranty is not responsible for the damage or negligence of the Service Provider. Although we are not responsible, we do want to assist you.  We have advised you that we would cover the cost of a new air handler and the labor. Please contact our Customer Solutions Specialist at ###-###-#### Monday-Friday 9am to 6pm therefore we can move forward with this claim. Regards, CHW

Your policy has been cancelled, per your request.CHW does expect all units to enter the policy in proper working order as stated in our policy.  If a unit fails within shortly after the policy begins, it did not come into the policy in working order and the failures are pre-existing to our policy.CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at [redacted]Upon review of your policy, we do see that all the claims that you have placed with CHW have been covered by our policy.  We do see that you signed up for another 3 years with our company as well.In reference to this claim for the Air Conditioning system, we see that the unit was not covered due to the failures that showed a lack of proper routine maintenance.  We do ask that if you have proof of maintenance from the technician to provide us with this information and we will place the claim back with our authorization team.  By providing the records of routine maintenance could help with the overturn of the claim.The technician advised us that the unit had a bad compressor; it was burned out a bad condenser fan motor.  The CAP was extremely swollen and ready to explode, the CAP seems to have caused the motor and compressors fail.  It was explained that if there was preventive maintenance done to this unit, then the unit would not have failed.We do see that CHW offered and you have accepted a goodwill gesture of $500 towards this claim.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, we do see that CHW has assisted you in $616.00 in claims however the last few claims that you placed were not covered.  The issue with the roof leak, CHW does provide a pre-authorized limit for all claims when technicians go to our customers’ homes.  This limit is $100, 00 and if they need to go over the $100.00, then they need to contact CHW to provide us with the diagnosis.  We do not have a diagnosis on file for this claim and therefore it has been closed. If you have an issue with the roof and would like to place a second limited roof leak claim, we will add a onetime free service call fee to your policy to place the claim. Please remember to always contact CHW to advise when a tech has left your home, this way we are able to receive the diagnosis to advise if the repair is authorized.In reference to your refrigerator claim, it was advised to us that there was a mechanical failure in the control boards however the unit was leaking.  Our policy does not cover leaks of any kind for this unit; therefore this claim too would not be covered.In reference to the last claim that you had placed for the Heating System, it was reported to CHW that the unit did not fail in a normal fashion, the unit lacked certain maintenance as specified by the manufactures however we do see that one of our managers’ Jose is working with you to assist as a goodwill gesture for this unit.  There has been communication between you and he about this claim and it was explained that there will be an out of pocket expense.We do wish the best for you with this claim and hope you are able to work with the manager to resolve this issue.  Please do not forget that we have added the onetime free service call to your policy. We do regret your frustration however CHW is in full compliance with the terms and conditions of the policy.Regards,CHW

[redacted] ,Please review our policy, Section F. Limitations of Liability #1 that states that we do not cover failures that are known or unknown pre-existing conditions.  If the unit failed within a short period of being active in the policy, this is considered to be a pre-existing failure to the start date of the policy.  The unit takes time to fail and could not have failed within the time frame that your policy was in place.We do understand the frustration that you are experiencing however we cannot replace a unit that is not covered per the terms of our policy.  Since you have disagreed with the outcome of the claim and hence our policy, as a good faith effort CHW has offered to provide you with a full refund for this policy.Please kindly contact us if you would like for us to provide you with a full refund.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: Firstly they originally told me the failure was not normal wear and tear because the incompetent technician they sent could not find the leak. Secondly, I have reviewed the pictures sent and talked to the repair company who actually fixed the unit, who advise the failure is due normal use and has nothing to do with corrosion.
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 [redacted]Upon review of your policy I do see that CHW has assisted you with previous claims in the amount of $563.25. Therefore we would not be able to provide you with a full refund of the policy.Upon review of your claim, we show that you contacted us on 10/2/15 and stated that the heat exchanger and inducer motor was cracked. We did send out a technician out to your home and he diagnosed the unit and advised us that the unit was cracked and due to rust and corrosion. Per our policy Section F. Limitations of Liability #1 states that CHW does not cover failures due to rust or corrosion. We did receive the diagnosis from your technician as well and they confirmed that the unit did have wholes due to rust. Per our policy, this is a failure that we cannot cover.We do regret your frustration however CHW was in full compliance with our terms and conditions of our policy. Respectfully,CHW

Dear [redacted],As stated in the prior response, your policy coverage start date was 10/22/2017 and you advised us that the last time your unit was working was 10/23/2017.  The rear bearing and spin tub failure takes time to occur and would not have failed in the short lifespan of your policy.  Therefore the outcome of this claim remains uncovered.Please note that CHW did not approve for the replacement of the washer unit.  Our policy states in Section Letter C, Number 3 that CHW “…will not reimburse for services performed without prior approval...”As a goodwill gesture, we have offered you $200.00 to assist you on the non-covered claim. If you would like to accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.Regards,CHW

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]   Our goal is to provide outstanding customer service at all times and handle all claims promptly and according to the established policy. We are saddened that you wish to cancel your policy. However, I will have a member of the cancellation department reach out to you.   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 about your ongoing claim and apologize for any conveniences this may have caused you. Please be advised that we have dispatched a new technician and made an appointment for you:[redacted] 10/15/17 you may contact the...

technician to confirm the time.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:Yes, I see you have an exclusion in the contract but why does a customer have to read the exclusion clause to find out you really don't cover the entire heating and air conditioning system just because it has a zone control, it was a matter of trusting what your sales people said when they sold me the insurance, verbally telling me the entire system was covered and failed to mention my system is excluded simply because it has zone control. That zone control board does not cost anywhere near what a new motor would cost to install if it were to go out, yet you are excluding my whole heating system from be covered because of a simple control board. You can repeat your exclusion clause all you want but the fact still remains, it was NOT MENTIONED when you sold me the policy and I specifically asked the sales rep about my system. I have bought the control board directly from a wholesale distributor for $187, it is going to cost 1 to 2 hours labor ($80hr) to have it installed, total of approx $267 to $347. If you will not pay for it, my next step is to file a suit law against your company in Small Claims Court, and believe me I will. I have read many complaints against your company on the Internet and they all say the same thing, you make every excuse not to pay customer claims, just the opposite of what you say when you sell the insurance and assure customers of having peace of mind and not having to worry about any major cost of repairing their appliances, what a crock of lies and deception! It is obvious you deny a large number of claims and there are hundreds of them on the Internet.  With the amount of complaints I have read across the country, I believe it would be well worth it for a law firm to start a Class Action law suit against your deceptive sales pitches that are seldom lived up to. I am going to give you one last chance, and it would be wise to pay my small claim now or pay more when I take you to court, it's your decision!    
Regards,
[redacted]

I do believe that you had spoken to our customer advocate and this was corrected for you.  We do see that a larger amount was provided to you in the form of a check. Please advise if this information is not correct, we show that you are receiving $1000 for your unit.Thank you,CHW

[redacted]Due to the fact that you did accept the funds of $500 which is according to our policy, Section F. #16, CHW has closed this claim and has authorized the check for you.In order to assist you further, we are offering to provide you with a onetime free service call fee placed onto the policy for the next claim that you might have.CHW also provided you with 30 days upon purchase of the policy to review the terms and conditions of the policy.  If you disagreed with the terms you were permitted to cancel the policy before the start date.We do regret your frustration however CHW is in full compliance with our terms and conditions.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]
* We apologize that you are having this issue and we will ensure your name is removed immediately.  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 with CHW on 03/19/15 and placed a claim with us on 5/22/15; 2 months after your policy started.  The technician stated that the unit was low on Freon and he thought it might be leaking from where it was rusted or corroded.  He did require doing a leak test to make certain that this was the case.  Our policy does state that we do not cover leak tests. Please see section D. COVERAGE 4. AIR CONDITIONING/COOLER 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.Our policy also states that we do not cover any unit that comes into the policy that are not in good working condition, if it is known or unknown.  Maintenance should also be completed per our policy as the manufactures requirements.Please see Sections below: This money does not go to CHW but to the provider that did the actual test and if the claim was approved or not, it would have to have been paid by you.A. COVERAGE3. 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.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.4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.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.We do apologize for your frustration with this claim and that you chose to cancel your policy with CHW.  Since you have cancelled your policy with us, we are unable to assist you in any way with this claim.We do appreciate your feedback as this does help us with our customer service and service providers.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 www.choicehomewarranty.com/useragreement.   A review of the claims shows that it was processed properly. Based on the diagnosis that was provided, the ductwork is falling apart due to lack of support, which isn’t covered in accordance to section Letter D, Number 14 of the policy. Also, the heat kit has failed, as a result of the duct work having holes, and would be considered secondary damages. Section Letter F, Number 19 of the policy indicates that secondary damages are not covered. However, it appears that you were able to speak with a manager when calling in on 1/11/17. At this time, she is working to assist you with resolving the issues by reaching out to the technician and will follow up with you. Please feel free to call the customer service team at CHW 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]We regret to hear your frustration and dissatisfaction with CHW. Please be advised that we only received an invoice for the replacement of your motor, in which you reimbursed the funds at our cost in the amount of $345.00.  Please be advised that the module and...

transformer failed due to secondary damages. Per our policy, Section Letter F, Number 19. CHW is not liable for repairs related to “…secondary damage…”We mailed the check to you on 8/1/17 and it was cleared on 8/10/17.Our records show that this claim has been settled.Regards,CHW