Bass Services, Inc.

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, I do see that you had placed a claim for your Heating System.  The claim that was placed on 9/22/15 was not a covered claim due to the fact that there was a rotted out condensation line and per our policy, Section F. Limitations of Lability #1 states that we do not cover failures due to rust or corrosion.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 claim shows that it was processed according to the policy. The diagnosis that was received stated that the evaporator coil was frozen due to the coil being impacted with debris and dirt.  This was caused by a lack of routine maintenance.  Per our policy, Section Letter F, Number 12, we do not cover failures that result from a lack to “perform normal or routine maintenance.” Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you did not agree with therefore you opted to hire your own technician for a second opinion. CHW received a paid invoice from your technician which stated that the unit was low on Freon and the system needed to be changed.  Please note, that the system running a Freon leak, shows a lack of proper routine maintenance as it would have been addressed during a service maintenance. The outcome of this claim stands.  If you would like to further dispute this claim, kindly submit the proof of proper routine maintenance records to [email protected] We strive to provide the best customer experience, therefore we offered you goodwill funds $100 to assist you on this non covered claim.  If you would like to accept this offer, please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-9:30pm EST. 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, I do see that you had placed a claim on 04/06/15 for your oven and we did send out [redacted] Technology Repair to diagnosis your unit.  We were advised that due to the issues that have occurred, the best solution would be to replace the unit.  We offered you cash in lieu of repair as per our policy states. 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.You declined the offer and insisted on the unit being fixed.  The technician did state that this would most likely happen again and still was insistent on fixing that oven.  CHW did as you requested and we did have the tech do his best to fix the unit.  On 6/22/15, we did enter a new claim for your oven as you stated it was still doing the same thing.  Because our policy states that if a failure happens within the 30 days of the unit being fixed, that is when we will send out a technician at no cost but if it is after the 30 days, we do have to charge for the service call fee.  Please see Section: C. SERVICE CALLS 5. If service work performed under this contract should fail, then We will make the [redacted]essary repairs without an additional trade service call fee for a period of 90 days on parts and 30 days on labor.As a goodwill gesture, I have placed a onetime free service call fee on your policy but it will be for any future claims that you might have.  I am unable to place it towards this claim because it has been assigned to a technician already.  For any future claims, one free service call fee of $45 has been added to the policy.I do hope that the unit is fixed correctly and please check it before the 30 days that you have to file a claim again for this unit.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  We do appreciate your feedback as this does help us with our customer service and service providers.Best regards, CHW

You had provided us with the serial number of the unit and we looked it up and did in fact come up as a tankless water heater.  Per our policy that is an item that we do not cover. If you have a different number for the unit, please provide that to us and we can look further into that claim.In regards to an electrical claim, you had placed a claim for the electrical system that was not covered on 9/25/15  Claim #[redacted]. Since this was a non-covered claim we would not be providing coverage for an electrical issue unless the first issue was resolved and we receive a proof of repair.  Please send the proof of repair to us at [email protected] and we will be happy to continue this current claim.Thank you.CHW

[redacted], Our policy is online as stated in our previous response for anyone to review. CHW offered to assist you with this claim and provide you with $200; however you chose to cancel the policy rather than accept our good faith offer. The only offer that we can provide you with now would be a refund of the paid policy of $240.00.  If you would like to accept this offer, please contact our customer service department and they will provide you with a release agreement to sign and then we will process the refund once your signed agreement comes back.  The number to call is ###-###-####. We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.    Regards, CHW

Dear [redacted],Our policy states in Section A. Coverage #3 that all units must enter the policy in proper working order. We also provide the customer with 30 days prior to the start date of the policy to ensure that all the units or appliances that they want covered, to be checked.  An example would be your Air Conditioning System, prior to the start date the customer is to have maintenance done to ensure that the unit is working properly.  Once the policy begins, if claims are placed they are only covered if they have failed due to normal wear and tear that has happened within the timeframe of the policy. An electrical unit would be something that can happen within the timeframe, a plumbing issue could happen within the timeframe of the policy but an Air Conditioning system or even a Heating System takes time to fail and would be considered a pre-existing failure or as stated in Section F. Limitations of Liability #1 an known or unknown pre-existing condition.We do see that your policy is in past due status, if you would like to continue with the policy, please contact us and we will as a goodwill gesture provide the last payment for you. If you would like to cancel this policy, we would as a goodwill gesture provide you with $40 which was the last payment that you had paid.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
How are we supposed to know if anything was wrong with our unit? I am not an ac technician. I would like to know how do you know there was a pre-existing problem with the unit if it was not checked prior to our warranty. How do you know that the unit just did not happen to fail? So if any of my appliances fail your company can always say it was a unknown condition. Your supervisor also stated that he had spoken to one of your ac technicians and said it would take years for that problem to occur. Well I talked to many ac technicians asking about this problem and what there answer were the problem can happen at any moment anytime 
Regards,
[redacted]

Initially the Thermal Expansion Valve was discussed based on the original diagnosis that was sent to CHW. As they are not covered, it was mentioned throughout. However, once additional documents had been shared with CHW the claim remains non-covered. The unit was extremely dirty and had a lot of rust. This caused the unit to freeze up and when the ice melted, water got into the blower motor control board and burned the board and motor up which caused the overall system to fail. It is indicated in the policy section Letter F, Number 1 that rust and corrosion are not covered. In section Letter F, Number 12 it 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. Finally, in 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. If there was an issue with the technician, that will be documented by CHW but needs to be addressed with that company. Additionally, CHW is not responsible for secondary damages. However, as it is clear that you are not happy CHW has offered to provide you with a full refund of the amount that you have paid for your policy even though it is canceled. If you would like to have this refunded, please call the customer service team at 1-888-531-5403.   Regards, CHW

Dear [redacted],We understand that you are upset with the outcome of this claim.  As a resolution for you, CHW is offering you a full refund of the paid policy in the amount of $186.68.If you would like to accept this offer, please contact CHW and we will provide you with a form to sign in order to process your refund. 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 our web site at [redacted] Upon review of your claim, we see that the technician did advise us that the unit was in poor shape. CHW has no reason to send a different technician out to your home however you are more than welcome to provide your own second opinion to us and we will review the diagnosis. We ask that you do not have the unit repaired before CHW provides authorization otherwise we will not be able to provide any funds to you if the claim is covered.
We do see that CHW offered to provide you with a full refund. If you would like the full refund, kindly send back the form and we will provide that 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 [redacted]s 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 for the refrigerator, I do see that [redacted] had gone to your home for a diagnosis and also [redacted] And TV services.  I have read both diagnosis and they both state that a gasket is needed for this unit.  I do apologize but that is something that CHW does not cover per our policy as we did explain to you on 5/20/15. Please see Section D. COVERAGE3. KITCHEN REFRIGERATORNOTE: Must be located in the kitchen.INCLUDED: All components and parts, including integral freezer unit, except:EXCLUDED: Racks - Shelves - Lighting and handles - Freon - Ice makers, ice crushers, beverage dispensers and their respective equipment - Water lines and valve to ice maker - Line restrictions – Leaks of any kind - Interior thermal shells - Freezers which are not an integral part of the refrigerator - Wine coolers or mini refrigerators – Food spoilage – Doors - Door seals and gaskets – Hinges – Glass - Audio/Visual equipment and internet connection components.I do apologize but this is not a covered claim for CHW.  If you feel as though this is incorrect, you are always welcome to have your own technician come and call us with the diagnosis.  Our authorization team will take the information and relate it to our policy and see if it is a covered claim.  Also, I do apologize that the technician advised you falsely that CHW would be offering you a buyout.  Our technicians do not make the decision if a claim is covered or not.  They are to give us the diagnosis and that is the end of their involvement unless it is a covered claim, then they are to fix the issue.  They are not to advise customers of what they “think” should be the outcome. Please accept our apology for any misunderstanding and for any inconvenience that this has caused for you.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

Dear Mr. [redacted],As per the policy, your account is not owed a refund.  Please review Section L. Cancellations however as a goodwill gesture, CHW will provide you with the 4 months of payments you made to us.  We will provide you with a release agreement since the policy has been cancelled and we would have to have you sign this to provide the refund.Please contact us and it will be listed on the notes of the policy to have a release provided to you upon acceptance.  Thank you,CHW

Dear [redacted], Thank you for your feedback, we regret to hear your frustration. Over 85% of our claims are approved as we cover the mechanical failures due to normal wear and tear based on our policy. Choice Home Warranty advertises the highlights of what we cover, however, our policy is located on our website at www.choicehomewarranty.com for public viewing.  We strive to provide the best customer experience, therefore we would like to provide you a one-time free service call fee for your next claim. To accept this offer please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST. 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. We regret to hear your frustration. In recent review of your water heater claim, you advised the Intake Claims Specialist that your unit had rust on it and water was leaking from the tank.  Please understand that 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…”Also, per our policy, Section Letter D., Number 6, CHW does not cover “…the main, holding or storage tanks…”However, in order to properly diagnosis your unit’s issue, we can send out a technician to your home to diagnosis the issue.  As a goodwill gesture, we will waive the service call fee of $45 for this claim.  Once a technician has accepted your work order, you will be contacted via email and voice message with the technician’s information; at that point, please feel free to contact the technician to schedule an appointment. In regards to your Air Conditioning claim, please understand that your claim has been dispatched to the available technicians in your area; once a technician is available, they will accept your claim work order.  We apologize for any inconveniences this may have caused you.  For further questions or concerns regarding your claim, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST. 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 to the eye, 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, Our Sr. Claims Specialist advised you about the outcome, in which you agreed to have the technician perform the leak test to your unit. 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 and 8, we do not cover failures caused by rust and or corrosion.  The outcome of this claim stands. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted], There is no coverage provided based on the diagnosis received from the technician. The unit was found with a dirty condenser and with an improper Freon charge. This resulted in the unit attempting to work to provide the cooling desired but it would not have had to do this had it been properly maintained. In accordance with the guidelines in the policy, this is something that is not covered. Section Letter F, number 12 indicates that we are not responsible for repairs due to lack of maintenance.   Regards, CHW

Dear Ms. [redacted],We do apologize for any frustration that this has caused, we have notified our IT department in order to remove your name and phone number from our database. Please allow a few days for them to stop. Thank you for advising us of the issue.CHW

Dear [redacted],We have reviewed the claim and do see that the second claim that you placed for the refrigerator unit has been covered and CHW did authorize $200 towards this claim.All our best,CHW

Dear [redacted] We regret to hear your frustration. In review of the policy, it shows that we received an email from you on 12/13/16 stating that you wanted to transfer the policy to the new homeowner.  This request does require paperwork to be filled out and sent back to Choice Home...

Warranty for review.  Unfortunately, we did not receive the paperwork back. Please note, that monthly paying customers are not eligible for policy transfers, this would’ve been advised once we received the paperwork.  We were able to locate the new homeowner’s policy which confirms the purchase date of 12/16/.  Your monthly withdrawal dates were the first of every month.  We received your request to transfer on 12/13/16, so the charge for 12/1/16 would not be refundable.  Choice Home Warranty has processed the refund for January, February, March, and April in the amount of $143.32 as of May 9, 2017. Choice Home Warranty does not condone any rude or condescending behavior. We strive to better our customer service therefore we appreciate your feedback as we have taken this matter directly to the Director of Operations who will address this situation accordingly. We wish you the best in your endeavors. Regards, CHW

[redacted]CHW does regret the frustration that you are going through and we have requested that our Vendor Relations Managers contact the technician to contact you as soon as possible.  If you do not hear back you are welcome to contact us and we will send a different tech to your home at no cost.Thank you,CHW