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. The diagnosis that was received stated that there was an internal failure on the compressor which was caused by excess overheating of the compressor from a lack of proper routine maintenance. Per our policy, Section Letter F, Number 12, we do not cover failures that result from “failure to perform normal or routine maintenance.” Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which were not satisfied.  We advised you that if you wanted to dispute the claim, you could provide us with proper routine maintenance records.  We also advised you that your system was two months out from its standard 5 year manufacturer’s warranty, and if you had the installation date and it was installed in April or later, then the manufacture will cover the parts for the repair.  You opted to send provide us with records. We received 3 invoices that showed the failures and the repairs.  We appreciate the effort, however the invoices you provided do not show a proper routine maintenance record, but truly shows the signs of lack of maintenance your system had.  At this time the outcome of the claim stands.   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:We are not disputing the rust issue.  The outside accumulator is a piece that can rust and according to every professional we have spoken to, there is nothing to prevent that.  However, since the contract does say it doesn't cover rust we were prepared to proceed and pay for that repair.  The inside unit on the other hand, was properly maintained and the technician advised CHW of this.  The technician CHW assigned to our claim, advised CHW that our unit was a maintained unit.  Both us and the CHW hired technician requested a copy of the picture, pointing out where CHW is claiming the unit is dirty and not maintained.  CHW declined to provide this, even though the technician stood in our home and argued with CHW, advising them that the unit was clean and maintained.  The technician that CHW assigned advised he was standing there looking at the unit, they weren't but yet they refused to accept the word of the technician they hired.   In addition to rejecting our request to have the damage pointed out in the pictures, each representative that we spoke with told us something different. One claimed there was rust, another claimed there was debris, another changed her story midstream and told us there were pinhole leaks that couldn't be seen.  We asked her how they were seeing pinholes from cell phone pictures and she responded they couldn't be seen but they knew they were there since we didn't have someone there within the last 6 months spraying a chemical (that is non-existent, according to 5 different HVAC companies) on the coil that prevents corrosion and leaks.  One person told us the pictures had been received, the next said they had not been.  The next said they had been received again, the next again said they had not been received.  We spoke to a supervisor who said they had not been received and there weren't any notes indicating that the technician had even spoken with anyone.  The story changed with every conversation.  We were lied to multiple times, which is completely unacceptable.We were told by one representative that we had to have our unit maintained at least once a year.  We requested to send in our inspection from one year ago showing the unit to be in satisfactory, maintained, and tested condition.  We were advised that we would be wasting our time to do so because they wouldn't be covering the inside unit regardless.  Again the story changed and we were advised we have to have someone come out every 6 months to do maintenance.  The technician CHW hired told CHW that the unit was just as clean and maintained as if he had just cleaned it.We have spoken to other professionals that have dealt with CHW claims in the past couple of weeks and their clients were told the EXACT same thing we were.  These professionals told me that their client's units were in perfect condition.  They also stated their clients were told crazy things such as the non-existent chemical, that not changing a filter had caused a Freon leak, even though the client had changed the filters and the professional said that not changing a filter would not cause a Freon leak anyway.  In addition to these things I found a group on [redacted] called Choice Home Warranty Ripoff.  Customer complaint after customer complaint is on that page with the EXACT same problems.  CHW has a theme phrase that is found in every complaint... "improper maintenance."  They are using this for every claim they wish to not pay, if the customer doesn't have a receipt of maintenance.  Our inspection report was not even acceptable to CHW.  They are dishonest, their representatives lie and make up stuff to try to pacify their customers.  This is unacceptable.  I purchased the home warranty so I would have the piece of mind not to have to fork out $4,000 that I do not have.  This has been a very stressful situation, definitely not peaceful,  to say the least.[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 claim for your Air Conditioning System, the technician did not state that the unit was maintained poorly, he did say that it was fairly dirty but the issue was not maintenance, the failure was a result of the compressor blowing up, oil leaking and that the wires were fried.  This can be due to a power surge or a lightning strike. F. LIMITATIONS OF LIABILITY8. 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.We also informed you that per our policy, we only provide coverage for 2 units unless extra coverage is added to the policy upon signing up for renewal.  Please see Section 4. AIR CONDITIONING/COOLER under Excluded states “No more than two systems covered unless purchased separately at time of enrollment.”We do apologize for any frustration that you have experienced with this claim, Unfortenelty CHW is not able to cover this claim due to the exclusions to the policy.Thank you,CHW

Dear [redacted],We do regret your frustration with this claim however the records you had provided us with did not show routine maintenance therefore the claim was not overturned.  However we would like to assist you and since you already declined the goodwill of $100, we are willing to increase the offer to $200.00 however we are not able to increase the funds past this amount.We do hope that you accept our good faith offer to resolve this matter for you.Please feel free to contact us if you would like to accept this offer.  Please contact our Customer Solutions at ###-###-####.Thank you,CHW

Dear [redacted]We regret to hear your frustration. In recent review of your policy, you spoke with our Customer Solutions Specialist who offered you $600 to assist you on this non-covered claim.  We are glad to see that you accepted this offer. Please allow 30 days to process before the check is mailed out. No further action will be taken as this claim has been settled.Regards,CHW

Dear [redacted],We regret to hear your frustration, however, our policy does state that we are not responsible for any service provider’s negligence.  CHW did dispatch the technician to your home, however, the technician is responsible for all damages, negligence, or any improper repairs or installations that were made to the unit.  We do encourage you to contact the technician to dispute the installation. RegardsCHW

Dear [redacted]We have received the document that you have sent and we are authorizing the amount to you of $100.00.Our checks do take 30 business days to process.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:We will NEVER use CHOICE Home Warranty again and will make sure all of friends know. I, the customer should NOT be held accountable for not being notified of a leak. We bought the warranty in April. AC unit DID NOT quite working till June. If there was truly a bad leak, why did it take till JUNE for the unit to stop working? Makes NO sense to me.  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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim the diagnosis that was provided to us stated that there was a fire in the blower compartment.  He stated to us that all the electronic components were burned up into the air handler.  He also said once he was able to get the unit started, he saw flames coming from the air handler and smoke from the compressor.  Your unit was not in proper working condition and not properly maintained. Per our policy, Section F. Limitations of Liability #8 states that CHW does not cover failures that are caused by fire.  Also, per the policy in Section F. Limitations of Liability #12 states that CHW is not responsible for repairs related to a lack of proper routine maintenance.If you had disagreed with this outcome you could have provided your own technicians’ diagnosis for CHW to overturn the claim if there was something different that was stated.  However, you chose to cancel the policy and CHW followed Section L. Cancellations that state that by breaking the policy with us, you will be charged an administrative fee of $50 and you will pay back the claims that CHW paid for.Per our policy, Section C. Service Calls, you requested a technician to come to your home and have a diagnosis.  Any customer that has CHW provides a technician to their home is required to pay the service call fee to that provider.  These funds did not go to CHW but to the provider that came to your home to diagnose the system. We are very sorry to see that you chose to cancel your policy with us however; CHW is in full compliance with CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

Dear Ms. [redacted],The numbers that you are adding do not exist any longer due to the fact that you chose to cancel your policy. As you stated in your previous email, the reasons that the unit failed were not covered under the policy. You are more than welcome to speak to a customer service rep by not entering a policy or claim number. You will then be directed to one of our agents who can explain the outcome.  However, you chose to cancel therefore we will not be providing goodwill. Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
When purchasing this warranty I was told I had the total plan not the basic one . The total plane suppositly ccovered everything.Just go to their [redacted] page called chw ripoff there are 1000s not 100s of people with the same complaint .Revdex.com you really need to take- a closer look at there scams please help the consumor . Thank you 
Regards,
[redacted]

Dear [redacted],We regret to hear your frustration and apologize for the any inconveniences this may have caused you. We have placed a onetime free service call fee onto your policy that can be used on your next claim. Please be advised that the technician has been continuously...

trying to reach out to you, but was unsuccessful.  Please reach out to Appliance and TV Pros at ###-###-#### to schedule your follow appointment.Regards,CHW

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
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 www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the most recent diagnosis that we received, it stated that the shradder valve and the evaporator coil were severely rusted/corroded and leaking and there was several pounds of Freon missing.Per our policy, Section Letter F, Number, 1, CHW does not cover rust/corrosion.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  Please understand that the technician has informed that your unit is in very poor condition.  We strive to provide the best customer experience, therefore as a goodwill gesture we offered you $100.00 towards the repair.  You declined this offer; 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

There have been a number of claims that have been paid out on behalf of this policy. Please see a list of claims below: claim # Date   Comment     Authorization Amount   [redacted] 07/15/16   Garage Door Ope       [redacted] 07/14/16   Air Conditionin     $0.00 $107.50   [redacted] 06/27/16   Electrical Syst       [redacted] 05/26/16   Air Conditionin     $325.00   [redacted] 03/16/16   Limited Roof Le       [redacted] 10/28/15   Air Conditionin       [redacted] 10/12/15   Air Conditionin     $55.00   [redacted] 07/05/15   Air Conditionin     $50.00   [redacted] 06/26/15   Air Conditionin       [redacted] 12/13/14   Washer: Drum No     $131.99   [redacted] 06/18/14   Garage Door Ope     $55.00   [redacted]
05/06/14   Air Conditionin     $50.00   [redacted] 09/14/13   Plumbing System     $125.00   [redacted] 08/08/13   Air Condtioning       [redacted] 08/08/13   Air Condtioning     $45.00   [redacted] 08/08/13   Air Condtioning       [redacted] 07/28/13   Dishwasher: The     $55.00   [redacted] 07/27/13   Air Condtioning       [redacted] 04/12/13   Water Heater: L     $55.00   [redacted] 03/29/13   Electrical Syst     $85.00   [redacted] 03/29/13   Washer: The was     $317.09   [redacted] 01/07/13   Dryer: The drye     $116.65   [redacted] 10/23/12   Refrigerator: T     $100.03   [redacted] 09/23/12   Water Heater: T     $105.00   [redacted] 09/23/12   Plumbing System     $159.50   [redacted] 09/13/12   Refrigerator: F     $55.00   [redacted] 07/22/12   Air Condtioning     $55.00   [redacted] 03/31/12   Air Condtioning     $60.00   [redacted] 03/09/12   pool spa: The p     $167.25       Regards, CHW

I see that there was a miscommunication between you and one of our other customer service reps. I have authorized the $116.00 for you and you will receive it within 30 business days.  I will do my best to have it sent to you faster but I cannot promise as this is a computer generated...

system.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
The service provider they sent out never stepped foot under my home. The plastic that covered the duct work is in tact and the duct work can't be seen unless you pull that said plastic insulation down. So this then means no animal damage was done. Thus also means fraud has been committed by saying something was done when it wasn't.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They called Friday to say they would cover the repair. I called today, Wednesday,  and appliance repair company states no one has authorized the repair from Choice Home warranty. 20 days have passed since I called with this problem and my dishwasher is still not fixed.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: As Choice home Warranty Implies that it so graciously agreed to do the leak testing at it's cost, it was actually done a as result of recorded poor service and denial of a previous claim. Upon a third renewal of a Choice Home Warranty Contract, I was specifically told that any other future issues would be handled differently, and resolved without issue. I have been without air conditioning for 14 days. the technician that came out performed the leak test and took photographs of the coil where it was leaking. There is a galvanized steel plate that runs down the side of the A Coil that has surface rust on it. a brand new unit would have the same amount of rust on it, as it lives in a humid, wet, cold environment.  The cause of the leaks are in the u-bends of the coil, which are made of copper, and do not rust. The technician that performed the leak test was also appalled at the rendering of Choice Home Warranty, and their claim that the leak was due to rust and corrosion.The fact of the matter is that Choice can say whatever they want to good paying customers, and that is the final word, because the customer has no recourse.This complaint, and lack of resolution, is based on Principal. DO THE RIGHT THING, STAND BY YOUR CUSTOMERS. Don't make up lying excuses to get out of taking care of customers.  Your contract specifically says, if it cannot be fixed, it will be replaced.How the owner of this company sleeps at night is beyond me, you will one day meet your match maker! I will not rest until there is some kind of resolution. Homeowners take out these types of policies to help them protect their investments, and that's what you promise to do. DO IT!
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Thank you very much for your attention and action in this matter.
Regards,
[redacted]