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 the unit needed a new door lock assembly.Per our policy, Section Letter D, Number 2, “…Door/door seals…” are not covered.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. Please understand that outcome of this claim is based on the diagnosis that we received from the technician.  If the technician has any discrepancies in regards to the diagnosis, please have him contact us.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],Per our policy, CHW does not have to match the exact unit that you have.  Per our policy, Section F. Limitations of Liability #9 states that “We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color.” It also states “We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment…”.CHW has offered to provide you with the funds in lieu of repair as stated in Section F. #16 which states “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.” As stated in the policy we offered to provide you with the funds.  Since you disagreed with the amount, CHW offered to replace your dishwasher with a unit of our choosing and at our rates. Again, as stated in the policy, the unit does not have to match the one that you have and they both have similar features as yours. The difference is that the one that we have chosen for you is not a whirl pool.  We have provided options for you to choose from, if you would like to accept the offer of cash, we will provide the case for you.  If you would like to accept the offer of the units that we picked, we will set up a day for them to deliver.  CHW is not increasing the offer that we have made to you due to the fact that we are within the guidelines of the policy.Since you do not want to accept the offers and we cannot change the policy; we suggest you use the funds and add the remainder funds to purchase the unit you would like.Thank you,CHW

Dear Mr. [redacted],At CHW we provide our customers’ the chance to review the policy before they decied to purchase the policy.  Our policy is on our website for anyone to view also, once purchased, a customer has 30 days to cancel for a full refund.If the customer does not cancel, we will believe that they have read the important information that was provided to them before the policy start date and if they would like to cancel after the 30 days, CHW will then follow our policy as stated in Section L. Cancellation.  We will subtract the amount that we have paid out on claims; we will subtract the amount for the administrative fee of $50 and provide you with the pro-rated refund for the remaining of the months not used. Your policy began on 6/26/15 and CHW has paid $588.13 in authorized claims.  You would not have a refund on this policy that has been used for the past 18 months.In reference to the failures that we cover, we will cover failures that are only mechanical and that are listed under included in our policy. If you disagree with the outcome of the claim you are welcome to provide us with a second opinion from a licensed technician.  Please have them contact us at ###-###-#### and they will be able to speak with our authorization department. Please note that if you have the work completed without authorization, you will not be reimbursed for any work done as this is stated in Section C. Service Calls #3.Lastly, your policy is active, you are able to enter it and view it as always.  Please go to the customer account center and place the email address on file and place your policy number to access this.Thank you,CHW

[redacted]Our policy normally does not cover ice makers as it states in our policy however we did provide this to you as an extra coverage.  The failures that the ice maker had are not normal wear and tear however the parts that would be needed in order to fix the unit show to be $80.00.As a goodwill gesture, CHW will either provide you back the $30.00 that you paid for the extra coverage or we can provide you with $80.00 since the parts are no longer available and it was not a covered claim.Kindly contact CHW at ###-###-#### and provide your answer to us.Thank you,CHW

Dear [redacted]  We regret to hear your frustration, however the diagnosis stated that the condenser coil was very dirty and the system was low on refrigerant.  These issues show that there has been a lack of proper routine maintenance. If you would like to further dispute this claim, please submit your proper routine maintenance records to [email protected] for review. Once we review your maintenance records, we will be in contact with you with an updated outcome. Regards, CHW

Dear Ms[redacted],
I do apologize that you would think that I would have to lie. I understand that you are frustrated with this claim and after review, it was for the [redacted] . that advised our inside technicians that “the owner did say that beforehand there was a power outage and that this can cause this failure.” I am personally not tech savvy, I am reading the diagnosis directly from the claim and stating it as it is stated.
Since you disagree with the outcome and do not want to provide us with a second opinion, we had offered you a full refund of the policy. CHW cannot provide a covered outcome on a claim that is not covered per our policy.
I personally regret your frustration and again apologize that you felt that I would lie to deny a claim. Being the Advocate, I am trying to resolve the issues between you and the company and I do feel that this would be the best resolution.
All my best,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I purchased the home warranty under the assumption that it would cover the expenses of any malfunctioning of appliances, ac unit, etc.  Due to the fact that you did not cover the expenses, I am having to replace the unit myself.  I have incurred an expense that the home warranty should have covered. Consequently, because the charges were not covered my family spent a couple of days in a house without air conditioning and the temperatures soared to 90 degrees and above.  In addition to covering this the repair ticket for the washing machine was cancelled and no charges were filed or covered by the home warranty.  Repair technicians from 2 companies stated that this compressor did not malfunction due to the neglegance of the homeowner. I have documented statements that the repair technicians noted that it was not my fault.  These expenses should have been covered by the home warranty.  It cost me $5600 to repair the unit and I'm willing to settle for half of what I paid to repair the unit.   
Regards,
[redacted]

As a goodwill, CHW agreed to send another technician to provide a second opinion, which confirmed there was a lack of proper routine maintenance. CHW also offered as a goodwill gesture to assist with the repairs of the non-covered claim by offering $250 and it was declined. In the event you would like to accept the goodwill of $250 that was offered, please call the CHW customer service team directly at ###-###-####. 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 claim, we do see that the claim was not covered per a lack of proper routine maintenance and also we do not cover wire tracing.  However we do see that you stated you were going to provide a second opinion because you did not agree with our technician.We will wait for your second opinion and then review the claim.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]   It appears that you and CHW have worked on a mutual agreement in which CHW will pay you $150 upon the return of the signed agreement that was sent to you. If you have any questions regarding this, please call the customer service team at CHW 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:1) The response lacks a full understanding of my filed complaint.2) I do not feel our complaint was given due diligence.3) I accepted the $200, because I knew we would not be fully heard through ANY method of complaining.We will await the $200 check in the mail.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:they were totally misleading the consumer who was not made aware of being penalized for the work that had already been performed.
totally unfair and unacceptable as well.
Regards,
[redacted]

CHW apologizes if you were provided with the information that you are not a suitable customer. That is not indicative of the level of customer service provided by CHW. However, at this time, the claim is one that remains non-covered. CHW will not pay for a claim that is not covered in accordance to the terms of the policy. CHW has offered to provide you with a full refund, less any claims that have paid. The option of the payment of the claim in addition to the refund is not one that will not be offered. If you would like to take advantage of this offer, please call the CHW customer service team directly at ###-###-####.   Regards, CHW

Dear [redacted],Being that the motor seized and the policy had not been in effect for more than a month, this would still not be covered under our policy. Please see Section F. #1 which states that we do not cover known or unknown pre-existing conditions. As a good faith offer, we are offering you a refund in full of your policy.  Please contact us and we will send you the necessary documents to sign to receive the refund. Please call ###-###-####.Thank you,CHW

I am rejecting this response because:The contractor did NOT say the majority of the roof had to be replaced.  He, in fact, REPAIRED a section of the roof that was approximately 3' x 6' - the roof had a hole in it and he had to remove the shingles, REPAIR the hole by using new wood, then reinstalling most of the existing shingles along with maybe 10 new shingles.  How is this possibly considered REPLACING even part of the roof?  He had to REPAIR the roof by replacing damaged wood and a few damaged shingles.  Under your definition, how would ANY roof repair qualify when there would always be a portion of the shingles, wood, etc. that would have to be replaced. The REPAIR and cost are far less than a new or replacement roof would have been.  Please honor your warranty.

Complaint: [redacted]
I am rejecting this response because:
This business is a fraud they are flat out lying in several of there statements. They did tell me how the reimbursale worked but never sent me the form or told me I could print it from there site. They continually told me they were looking for a new contractor and never dispatched one. It was out of desperation and being cold that I contacted a contractor myself and paid out of pocket. They do not hold up to there contract and talk in circles to make you think they are actually helping you when there not. I hope something can be done if not for me for the other people who are gonna get RIPPED OFF by this company.
Regards,
[redacted]

Complaint: [redacted] I am rejecting this response because: The failure of the evaporator motor is hardly secondary damage.  The thermostat and evaporator motor work together as a system.  The evaporator motor cannot be expected to function properly if the thermostat is bad.  The refrigerator was properly maintained but failed due to normal wear and tear.  This is just another example of the shady business for which the company was recently sued: "Choice Home Warranty allegedly deceived consumers by refusing to provide the services it promised – specifically, the ability to have major appliances or systems repaired or replaced," said state Division of Consumer Affairs Acting Director [redacted] in a statement. "CHW did this after luring consumers with ads promising they would 'Never Pay for Covered Home Repairs Again.' "The main reason I am even a CHW customer is that the company used extremely high-pressure sales tactics to get me to sign up.  I was not even given a chance to review the service contract before signing up for service.  The sales agent ([redacted]) told me that I could cancel without penalty if I did not like what was in it.  Upon receiving my contract, however, I realized that there would be a $50 fee for cancellation.  Tim had promised me that the service contract would cover items that break down due to normal wear and tear, but failed to mention that this was on a component-by-component basis.  Even the recordings while on hold with the company cite the fact that "nothing lasts forever" as a reason to purchase coverage through Choice, and gives a list of several appliances in the home as examples.  This deceptively leads people to believe that whole appliances are covered.If CHW does not fully cover this claim (which is an additional $303--a meager amount to them), then I will simply take back the unused portion of my premium paid to them in order to fund the repair.  If this is how the company chooses to do business, they will find it to be a detriment in the long run.  I will gladly recommend companies that operate transparently and non-deceptively.  Likewise, I, as well as so many others, will warn friends and family about companies with deceptive business practices. 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:[redacted]Upon review of your claim, we do see that CHW offered you a buyout for the washer claim that you submitted and you accepted the amount of $300 to go towards the unit.  Per our policy Section F. Limitation of Liability #16 states that “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.”CHW does regret your frustration with this claim however we are in compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:It is impossible to know everything that might not be in impeccable working condition in a 15 year old house when putting a home warranty in place. I thought this was why home warranty's existed. To protect you against that unknowns of things that break in your home. The Choice Home Warranty is worded in a manner that gives them an out to not cover anything they choose not to repair. If I knew nothing was going to break down why would I need a home warranty? I believe Choice Home Warranty utilizes unethical business practices to take peoples money giving them the belief of stated 'peace of mind' with little to no intent of actually paying for covered repairs.While on hold attempting to get authorization to get my AC repaired it was stated many times, over and over, "Sooner or later Everything wears out", "Nothing lasts forever", and "We do everything we can to help you get back on track". I see these statement as nothing but empty, misleading promises.I want to have my AC fixed.
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.
Regards,
[redacted]