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 our web site at [redacted] Upon review of your claim, we do see that you placed a claim for your refrigerator and CHW did receive a diagnosis that stated that the damper assembly and evaporator motor were bad.  He stated that the evaporator motor shorted out causing the damper motor to freeze and fail. Per our policy, Section F. Limitations of Liability #19 states that CHW will cover the initial failure of a unit, we will not cover any failures due to secondary damage.  CHW has provided the authorization for the evaporator motor and you will be responsible for the secondary issue. Also per our policy, if a technician is dispatched to a home a service call fee is due.  This fee is due if the claim is covered or not covered.  As a goodwill gesture we have placed a onetime free service call fee onto your policy for any future claims that you might place. 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 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 this claim, we do see that CHW had provided you with the funds in lieu of repair as stated in section F. Limitations of Liability # 16 of our policy.  The check was mailed to you and we also assisted you with an extra amount of $76.50 for the total amount that you paid to us of $276.50 as a full refund.We do regret your frustration however; CHW is in full compliance with the terms and conditions of the policy.Sincerely,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 processed in accordance to the policy. Section Letter D, Number 6 of the policy indicates that tanks are not covered.  Your cancellation was also processed accordingly. The policy indicates in section Letter L, Number 4 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 $50 administrative fee and any service costs incurred by HWA.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[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 policy that began with CHW on 1/5/15, we do see that you had a claim for the water heater and we did advise you that we do not cover the actual tanks.  I do see that you had spoken to the manager in the cancellations department and he did explain to you per our policy, you are entitled to a full refund if you cancel within the first 30 days prior to the policy’s start date.  If you wish to cancel the policy, you are subject to the cancellations fee’s and a pro-rated refund. Please see section L. Cancellations This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. 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 $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writingIf you would like to cancel your policy, you are able to do so but CHW will not be offering you a full refund as requested we will offer you the pro-rated amount as stated to you.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

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.We have requested that the part that has failed again be replaced, you will be contacted by a technician for him to come out and replace this part for you again.  There will not be a service call fee, this is what we would call a “recall” and he should not expect any funds from you.  We do apologize that this part has failed again and do hope that we can resolve this issue for you.Please feel free to contact our customer service department for any additional questions.Thank you,CHW

I am rejecting this response because: first the comment that a 'few things were fried in the unit' was untrue as I was able to have it fixed with a simple fuse.  So with that first assessment being untrue the conclusion of a power surge and pre-existing condition become less credible.   What I really have issue with is the switching of the denial reasons.  First it was a power surge.  Then after that issue was disputed as to how they could possibly know that (I asked several techs who agreed that it could not be a diagnosis unless they had meters on the unit or saw the surge) and they simply could not defend it they change to pre-existing.   And the reason given to me was that an AC breakdown could not have happened in 6 days.   So the CAUSE is really NOT the issue it is time until it breaks?  Curious what if anything they would cover after 6 days given that rational.  But OK.  If that's your defense fine use it on day one or the next day.  Don't waste my time with denials based on causes (power surge).   Time is money.  My wife and daughter both have asthma which is aggravated by the humid warm condition created by the lack of AC and we have a two year old at home.  Don't appreciate the run around.Keep the money I want it on record of the poor handling of the claim.  Note also I was offered a full refund by Choice if I agreed not to complain.

[redacted] ,  We are very sorry that you disagree with the outcome of the claim and our policy.We do regret your frustration with this claim and do see that you have cancelled the policy with us. 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 [redacted].We do see that you have been working with Tracy our Customer Advocate to have a second technician come to your home at no cost, then we found that the unit was an Energy Management System and since we do not cover this per our policy Section D. Coverage #7, we have offered you a full refund of the policy.  We did just send you the release agreement and are awaiting you to return it to us.We do regret your frustration and do appreciate you working with us to come to a mutual agreement.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 http://www.choicehomewarranty.com/user_agreement.php.  Upon review of this claim, it was a non-covered claim due to a lack of proper routine maintenance per the manufactures specifications. As a goodwill gesture, CHW offered to provide you with half of the cost of the repair.  We do have specific companies that we purchase the parts from for a wholesale price.  We do not know when a part will be coming and we will continue to keep you posted.Also, please note that our policy states that CHW is not an insurance company.  We do not want anyone to be confused and think for any reason that we are.  It is stated in Section A. Coverage #3.We do see that the second tech that came out, did fix the unit and if you have any further issues, please contact us.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.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 garbage disposal was leaking and needed to be replaced.  Please note, that you purchased your policy on April 3, 2017 and the coverage start date was May 3, 2017.  The failure of your garbage disposal would not have happened during the short lifespan of the policy.  Per our policy, Section Letter F, Number 1, CHW is not responsible for any “…known or unknown pre-existing conditions…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel your policy due to your dissatisfaction.  We strive to provide the best customer experience, therefore we offered you funds in the amount of $100 to assist you on the non-covered claim.  You declined this offer as you insisted you cancel your policy.  You spoke with our Customer Solutions Specialist who attempted to assist you, however you declined as you stated that you wanted to cancel your policy, Per your request, your policy has been cancelled as of May 19, 2017.  Please see our policy, in Section Letter L of Cancellations as you are entitled to a pro-rated refund, not a full refund:This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. 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 $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writing.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. All of our information was sent to you upon your start date as well. You did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your policy, it does show that you had cancelled your policy on 8/17/15.  The claim that you placed for your POOL/SPA would not be able to be processed due to the cancellation of the policy.  Your policy has to be in good standing for any claims to be processed.  Also per our policy Section L. Cancellations, CHW would normally charge you a $50 cancellation fee and charge you the amount of money that we had paid out for claims.  CHW as a goodwill gesture did not charge you as our policy stated and allowed the cancellation of the policy. Please refer to Section L. Cancellations This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. 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 $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writing.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.  Best 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 you have with CHW we do see that we have assisted you on the following claims:Claim # [redacted] for your Dishwasher in the amount of $121.00Claim # [redacted] for your Garbage Disposal in the amount of $195.00Claim # [redacted] for your Electrical System in the amount of $477.00Per the policy, we do not cover SPA’S that are above ground.  Section E. OPTIONAL COVERAGE 1. POOL AND/OR SPA EQUIPMENTINCUDED: Both pool and built-in spa equipment (exterior hot tub and whirlpool) are covered if they utilize common equipment. If they do not utilize common equipment, then only one or the other is covered unless an additional fee is paid. Coverage applies to above ground, accessible working components and parts of the heating, pumping and filtration system as follows: Heater – Pump - Motor - Filter - Filter timer - Gaskets - Blower - Timer - Valves, limited to back flush, actuator, check, and 2 and 3-way valves - Relays and switches - Pool sweep motor and pump - Above ground plumbing pipes and wiring, except:EXCLUDED: Portable or above ground pools/spas - Control panels and electronic boards - Lights - Liners – Maintenance - Structural defects - Solar equipment - Jets - Ornamental fountains, waterfalls and their pumping systems - Pool cover and related equipment - Fill line and fill valve - Built-in or detachable cleaning equipment such as, but not limited to, pool sweeps, pop up heads – Turbo valves, skimmers, chlorinators, and ionizers - Fuel storage tanks – Disposable filtration mediums – Cracked or corroded casings - Grids - Cartridges - Heat pump – Salt water systems. We will pay no more than $500 per contract term for access, diagnosis and repair and/or replacement.Per our conversation, I have agreed to send you a check in the amount of $500 that is our CAP for the year on the POOL/SPA coverage.  I have emailed you this information and I have not heard back from you.  If you do accept this offer, please advise me and I will send you the proper paperwork and have the check authorized.Best regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: I did indeed pay to have the harness replaced on my own since it was not covered. However once replaced the tech discovered that was not the issue. The issue was due to a power surge that cane from the unit itself opposed to an "act of God" such as a storm or power outage in the area. Even with this I was told that no type of power surge would be covered thus I canceled my policy. It makes no sense to pay for a policy when I had to pay 2800 out of pocket. Mind you I did have coverage when this all began. I never had a completely running furnace from the time I filed my initial claim with the warranty co. It was not until I paid the 2800 out of pocket for a new unit I regained proper service from the unit. If the power surge was due to weather that would had been understandable, but for a power surge due to the unit it's self not to be covered is just a loop hole used so that the co. will not have to pay to replace the unit.   
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My heat system was working.. the entire heat system did not fail.. obviously because the entire thing does not have to be replaced. The fan stopped running and the defrost switch stopped giving power.. which when I spoke to the technician that DIAGNOSED the system stated it can fail at any time. The fact that my heat WAS working during that 30 days and then just stopped over night is the exact reason I decided to call the home warranty company. Just because the system didn't fail in that 30 days does not mean it was not working. It stopped working when it did which is when I made the claim. This company is a SCAM, if you believe the system was not running then you should have given a home inspection during that time. I had a home inspection done when I bought the house and everything was working properly. Nowhere in the contract does it state the time frames it takes for a specific part of a system to fail; which is a failure on your end of the contract. I would love a refund of the money I have paid to your company. However, I will still be making sure legal gets into this problem to make sure you cannot scam anybody else out of their money.
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 the claim was handled properly. Section Letter D, Number 8 of the policy indicates that access to drain or sewer lines and zone components aren’t included in the policy. However, the leak portion of the repair is covered. As a goodwill gesture, CHW did offer to provide you with $105 towards the non-covered portion and it was declined. If you would like to accept this, please call the CHW customer service team directly 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:CHW is not providing the full refund of my pre-paid fund. And CHW is not providing a breakdown of how did they figure and send me back only 1291.64 at my cancellation request in September, when I had pre-paid $1875.00 for the 72 months policy term 2/6/17-2/6/23. How did CHW calculate and deduct $583.36. CHW is purposely being vague and only stated in its response that it deducted $50 for cancellation fees, which doesn't explain how it calculated or deducted my whole $583.36.   
Regards,
[redacted]

Dear [redacted], We regret to hear your frustration however, please understand that this failure does not match the failure that occurred to your AC unit back in September of 2016.Furthermore, if you would like to dispute this claim, you can send your proper routine maintenance records to [email protected] for review.  After your records have been reviewed, and the outcome is different we will adjust your claim accordingly.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. You reached to Choice Home Warranty to place a claim for your water heater as you stated that the tank had burst.  Our Claims Intake Specialist placed the claim, however, was unable to process the claim as per our policy, Section Letter D, Number 6, we do not cover the “Main, Holding or storage tanks”. Choice Home Warranty advised you that the claim was unable to process, in which you understood.  Nonetheless, you reached back out to us stating that you hired your own plumber and inquired about reimbursement.  Please see our policy Section Letter C, Number 3 where it states “We will not reimburse for services performed without prior approval.” We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Regards, CHW

Complaint: [redacted]
I have a copy of the invoice submitted to Choice, he was our hire since we had not heard from them from Saturday until Monday morning.  He called to see if he could do the job since it was 100 degrees here at that time and it was the weekend of the Solar Eclipse and most offices were closed on Monday.  The invoice says nothing about wires on copper pipe.  I will email you a copy as soon as I can get a copy made.  I could not go into the office today due to Hurricane Irma being in SC.   Their recommended service company did not respond to a message we left asking for an appointment.   [redacted]

Complaint: [redacted]
I am rejecting this response because:
It is not accurate.  I will be providing more details on Monday.  I do not accept their explanation as it does not address the details I provided with regard to their authorization to do work for which they never intended to pay for without the benefit of informing us at the time that of a $913.00 bill they would only pay $100.00.  Also the flywheel repair cost was greater than $145.00.  Every part of this issue reeks of false advertising by Choice.  
Regards,
[redacted]