Bass Services, Inc.

The issue was with the billing system, which was corrected. The information provided was what was in the billing system which was perhaps the date of processing. CHW is happy that the issue is fully resolved. Regards,CHW

[redacted],
We were advised that the failures of the unit were that the compressor had an internal failure that caused the unit to seize. Per our policy, the failures that happened could not have happened within the lifetime of the policy start date. Your policy began on 5/18/16 and you placed the claim on 5/20/16. The unit may have been in good shape for the age that it was however the failures that it had did not happen within the timeframe that you had your policy.
Per the policy, please read Section Letter A. Coverage #3 that states all units must enter the policy in proper working order and that CHW does not cover any failures that are pre-existing to the policy start date.
We do regret your frustration however you are provided 30 days before the policy begins to review the terms and conditions and ensure that the unit is in proper working order before the start date. Being that the claim was placed 2 days after the policy began is a pre-existing failure that would not be covered by 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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim for your refrigerator, we do see that CHW did approve the claim and we were offering to provide you with a reimbursement for the technician that you used.  We received the diagnosis from the technician and we were willing to reimburse you at the cost of $203.71 minus the service call fee of $45 and the total would have been $158.71.  This was determined on 2/5/16 but you had cancelled your policy already stating that you wanted to find a better more reliable company to be able to assist you.  Since you have cancelled the policy, CHW is not responsible to provide you with the funds that you had submitted for reimbursement.  Please see Section L. Cancellations, if CHW paid the claim for you, you would be responsible to pay back the funds that we paid for your claims.  We do apologize if anyone in our company was rude to you in any way, we did advise the Quality Control department for them to review.We also explained to you that being a monthly customer, we cannot provide back for the month that you had paid since there was a claim placed..We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. 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.  Based on the diagnosis that we received, it stated that the compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. We strive to provide the best customer experience therefor, as a goodwill gesture, we will apply a onetime free service call for your next claim. We do regret your frustration, however 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 [redacted]. A review of the claim shows that it was processed according to the policy. Based on the diagnosis we received, it stated that the data plate and thermostat failed and needed to be replaced.  Our Authorizations Team found that these parts were no longer available.  Per our policy, Section Letter F, Number 9, it states that “If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair.”Our Sr. Claims Specialist offered you that the cost between parts and labor which was $143.50, in which you were not satisfied with the amount.Since we strive to provide the best customer experience, as a goodwill gesture, we would like to offer you the amount of $300.00 towards a new unit.  To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST and Saturday & Sunday 9am-5:30pm 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 that started on 3/14/15, we reviewed the claim #[redacted] for your Air Conditioning unit that was placed on 4/9/15. Choice Home Warranty dispatched MD Air Conditioning and Heating to diagnosis the unit.  Per the diagnosis MD Air Conditioning and Heating stated that the unit had shorted to the ground. This was confirmed again per your request on 4/13/15.  There are only four ways for which this can happen.  Unfortunately, all of the ways are not covered under CHW’s policy.1. Power Surge2. Manufactures Defect3. Acid Burnout (Due to improper previous repairs or installation)4. Lack of proper maintenancePlease reference Choice Home Warranty’s policy Section F. LIMITATIONS OF LIABILITY#4).We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.#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.#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.#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.Also, please see Section D. Coverage – Excluded portion (maintenance)4.AIRCONDITIONING/COOLERNOTE: Not exceeding 5 (five) ton capacity and designed for residential use.INCLUDED: Ducted electric central air conditioning ducted electric wall air conditioning. All components and parts, for units below 13 SEER and when We are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except: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.Lastly, being that your policy started with CHW on 3/14/15 and you placed a claim for your AC on 4/9/15; the failures that have happened could not have taken place within the time-frame that you had your policy.  The failures that are listed above take longer than a month to occur.   Due to this fact, CHW was offering you a full refund on your policy.  You being a monthly customer are not entitled to a refund but because you are not satisfied with our policy; we had offered to make an exclusion for you and offer a full refund.  We are very sorry that you declined a full refund of this policy and also that the claim is a non-covered claim.  Per our policy, all units must come into the contact in good proper working order.  This unit apparently did not due to the failures.  Please see section below.Per CHW’s policy, 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.We are very sorry that you are upset with the outcome of this claim and for any frustration that this has caused you.  Due to the sections listed above per our policy, we are unable to cover this claim but look forward to assisting you with future claims.Best regards,CHW

Dear [redacted],The pictures that CHW received show that the unit failed due to rust/corrosion.  We are not able to provide coverage for this claim however we are able to offer you a full refund of the paid policy in the amount of $400.  If you would like to accept, kindly contact us and we will send you an agreement that we would need signed in order to process the refund for you.  Kindly contact us at ###-###-####.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 did authorize the technician to go to your home and fix the ice maker issue.  We see that the first technician didn’t fix the issue because this coverage was not on the policy at that time. As a goodwill gesture CHW added that coverage for you and then dispatched a second technician to your home.We do hope that we can resolve this issue for you and you will stay with our company as you are a valued customer. We will have someone contact you in our cancellations department since we have not received your email or mail to cancel this policy. We will also have our Territory Manager contact the technician to find out why he has not contacted you since this has been paid for already by our company.We do regret your frustration however and we do thank you for your feedback and we do hope that we are able to resolve this with you. Regards,CHW

Complaint: [redacted]
I am rejecting this response because: CHOICE WARRANTY TOOK MY MONEY FOR 2 MONTHS AND TOLD ME ALL CASED ARE DENIED WITHIN THE FIRST THIRTY DAYS.THE FIRST TECH WAS NOT HERE 10 MINUTES AND TOLD ME THEY WOULD NOT PAY FOR THE ELEMENT.HE WAS RIGHT.THE SECOND TECH TOLD ME THE MOTHER BOARD WAS GONE BAD AND IT COULD HAPPEN TO A BRAND NEW ONE THE NEXT DAY.AFTER CONTACTING THE Revdex.com THEY OFFERED TO PAY HALF.ITS A SCAM DO NOT PURCHASE THIS INSURACE.FUNNY IN THE BROCHURE IT STATES NO ONE CAN PREDICT A FAILURE BUT I GUESS THEY CAN BECAUSE THEY HAVE NO INTENTION OF HONORING THE WARRANTY. BEWARE OF THIS COMPANY THEY ARE SCAMMERS AND THE TECHS JUST TAKE YOUR $45,00 AND NEVER COME BACK.AS FAR AS THE GASKEY LEAKING ITS JUST NOT TRUE.  
Regards,
[redacted]

Thank you for your email today 9/23/15 and helping us resolve this issue for you.  We do appreciate your patience and understanding of the mistake that happened and we are happy that we could fix it for you.Respectfully,

Dear [redacted]    After further review, CHW has contacted the technician who installed your garbage disposal – they will return to your home to make the repair.   Please contact them at [redacted] ###-###-#### to schedule an appointment as soon as possible.   Please note, there will be no service call fee charge on this claim. Regards, CHW

Complaint: [redacted]
I am rejecting this response because:They have changed the wording of why they are rejecting the claim since the beginning to ensure it's not covered. 
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, we do see that your payments are past due in the amount of $38.33 for one months payment.  In order for CHW to provide service for a claim, a payment must be made.  CHW does give our customers the benefit and we do wait a few weeks before we cancel the policy for non-payment.We do regret your frustration however, in order to proceed with your claim you would have to provide payment to the company.Sincerely,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 had the system inspected twice prior to renting the property on 1 July 2016... These are unsatisfactory results made by CHW.. I had to cancel my home warranty for ALL 3 properties due to CHW poor assessment to issues... Two out of three of my properties had HVAC issue as of 1 May 2016. I received  NO satisfactory assistance for Choice Home Warranty, even though they received a monthly every month without interruption. I am very disappointed and WILL NOT recommend them to anyone! Please post my complaints on their website and yours...  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I requested that CHW provide photographic evidence as the property management company representative supervising the repair noted that no tests were conducted in order to determine the nature of the issue.  Both the property manager and I were told that CHW was just waiting on parts to be ordered.  The original assessment of the AC stated that a part was on back order.  I also asked CHW to use the original company that installed and maintained the AC as they were familiar with it and the maintenance history.  They contracted a company out of Wilmington over 100 miles away.  The tech from Wilmington ran no conclusive tests and phoned in their estimate of repair which was $1770. CHW was notified well over a month ago that the repair needed to be done as soon as possible.Additionally, CHW tried to sell me a "reduced price" service for the repair.  This is co sis tent with other complaints regarding CHW: Lie about "comprehensive coverage...no hassel service" and then sell you there services contracts for repairs that should be warrantied.  No proof was provided to CHW for the pending repairs and the CHW customer reps admittedly do not understand the equipment or the equipment parts being discussed.CHW is a scam that takes advantage of its customers.  I am getting an independent estimate this morning from another company.  This will show CHW is a fraud based company who extorts their victims...I am mean customers.
Regards,
[redacted]

Based on the information received, CHW has determined that the claim is not covered due to lack of proper routine maintenance as indicated in section Letter F, Number 12 of the policy. CHW doesn’t require that maintenance records are submitted, however, you are invited to share the maintenance records to have the claim reviewed in hopes of a more favorable outcome.   CHW doesn’t want to lose any valued customers and wants to be able to assist customers when needed, however, if you would like to cancel your policy you may do so. Section Letter L, Number 4 of the policy states, “If canceled after 30 days, you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a 10% administrative fee and any service costs incurred by us”. You can do this by calling the customer service team 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. 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 pipe was leaking due to corrosion.  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…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  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 and requested to cancel.  Per your request, CHW cancelled your policy on 9/18/2017.  Please note that no further action will be taken on this claim, as you have cancelled your policy.  We do regret your frustration, however 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 [redacted]   Upon review of your claim it appears that your claim was covered in accordance to the policy section Letter F, Number 12 in which CHW is not responsible for repairs related to lack of maintenance. Although not required, we do invite you to send in maintenance records to be reviewed in hopes of a more favorable outcome. You can 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

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 it was purchased on 1/29/17, CHW permitted you to start the policy sooner than 30 days which is our grace period and it began on 2/13/17 rather than 2/29/17.Please note that our policy states in Section A. Coverage #3 that all units must enter the policy in proper working order, this is regardless of the start date.  You were provided time before the policy began to review the coverage and understand the terms and conditions.The first claim that you placed, was on 2/26/17 for your well pump.  You chose to have this claim completed without prior authorization.  Our policy states Section C. Service Calls #3 that we do not provide coverage for work completed without prior authorization.The second claim that you placed for the microwave, was on 2/26/17 which stated that the unit had a failure that was caused by magnetron, being that this unit had a failure such as this so close to the start date proved that the unit had failures before the policy began.  This claim was not covered per our policy, Section F. #1 which states that CHW doesn’t cover failures that are caused by known or unknown pre-existing conditions. CHW did offer to provide you with a goodwill gesture in the amount of $100.00 which you declined.In reference to the last claim that you placed on 4/6/17, your refrigerator you stated it was not freezing at the bottom and not creating ice.  CHW dispatched a technician to your home and after providing us with the outcome, compared it against our policy, this was not covered per Section D. Coverage #3 which states that CHW does not cover leaks of any kind for this unit. This is a clear reason for the unit to not be covered.We do understand that you would like a full refund however please review Section L. Cancellations.  You are only entitled to a pro-rated refund.  If you would like to cancel the policy with us, you are welcome to contact us at ###-###-#### and we will provide you the amount of your pro-rated refund.Thank you,CHWWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW