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 policy that began with us on 5/25/16, we see that you placed a claim for your washer on 5/31/16. After the technician diagnosed the unit, he advised us of the failures that this unit had; it was explained that the failure could not have happened within the 5 days that your policy was active.
Per out policy, Section A. #3 states that all units must enter the policy in proper working order. This however did not and therefore the claim wasn’t covered.
We see that you chose to cancel and CHW did provide you with a full refund of the paid policy.
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 http://www.[redacted]Upon review of your claims, we do see that you placed a claim for your pool/spa on 9/10/15 and we do see that we had offered our reimbursement option to you.  We do see an email from you on 12/26/15 that stated that “you still needed assistance you had not been able to find someone to can repair your pool pump”.  We sent an email back to you advising you to contact us so we can place a second claim in for you.  You had gone online and entered your own claim on 1/25/16 and stated that “previously filed a claim in regards to the pool pump not running properly but before the company you use could come take a look at it the pump caught fire and I now need someone to look at the damage to the pump and repair it.”We did advise you that per our policy, section F # 8 states “ 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 see that you have chosen to cancel your policy with us, we regret your frustration however CHW is in full compliance of our terms and conditions of the 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 your policy, we do see that on 4/25/16, up placed a claim for your AC System.  Per the technician’s diagnosis he did not find a leak in the indoor coil, he did however find one in the outdoor coil which needed to have the leak in the heat pump valves. Per our technician Section D. Coverage #5 states that CHW does not cover failures due to valves. 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]We regret your frustration, however, please understand this is a non-covered claim.  The $150 was only to assist you on the non-covered claim.  We do value your business, therefore, we have added a onetime free service call for your next 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 our web site at [redacted].
In reviewing both policies that you had with CHW, policy [redacted] we show that CHW covered the plumbing claim and paid $255.00 for this policy.
The second policy [redacted], we show that you placed a claim for the refrigerator and the water heater. The water heater was not a covered claim due to the fact that CHW does not cover the actual tank. This is sited in Section D. Coverage #6.
In reference to the refrigerator, the door gasket is not a covered portion of the policy. Please see Section D. Coverage #3 also in this section you will see drain line clogs which is not covered per our policy.
You had requested to cancel the monthly policy’s in which CHW did agree to do for you however you are not entitled to a refund due to the fact that the polices were paid for monthly, you paid for each month prior to that said month.
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 [redacted]   A review of the claim shows it was processed in accordance with the policy. The dishwasher claim was placed on 1/16/17 and the policy’s effective date was 12/27/16 with a sale date of 12/20/16. The items that are covered under the terms of the policy should enter the policy in 100% working order. Based on the diagnosis that the motor pump assembly and wash arm holder are broken, it has been deemed that this was preexisting. Under the Section Letter F, Number 1 of the policy, CHW is not responsible for repairs related to known or unknown preexisting conditions. CHW values all customers and wouldn’t want to lose any customers.  However, in the event you choose to cancel the policy, please refer to Section Letter L, Number 4 of the policy and call CHW customer service directly at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted]We understand your frustration however; the person that takes the claim calls is not a technician and is not at your home. They cannot see the unit and therefore cannot determine if the unit is covered or not.  We urge our customers to read their policy within the allotted time that is given before the policy begins.If a customer places a claim, CHW will send a technician to diagnose the issue and provide the information to us.  Respectfully,CHW

Complaint: [redacted]
I 
    I received a call from a representative from Choice Home Warranty and they have increased the cash offer to $675.00 and I probably will accept.  Although the cost of replacing my refrigerator will be in the neighborhood of $2200, the replacement they offered  would leave large spaces above and on both sides and that is  not acceptable.  I am 83 years old and because of the stress this has caused, my son advised  me to accept.  Thank you for your help.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Your website indicates that you would either repair or replace the item that is covered. You elected to cover only part of the repair as you indicated that the 2nd part was considered a secondary item. I had two plumbers that literally laughed when I mentioned that you denied the claim because it was considered a "secondary" item. While you approved to send $550 for the repair, it does not fix the water heater as promised on your website. The last plumber also indicated that for new water heater, it is no longer different parts, it is all part of one unit. So I ask the company again to either fix the heater with "all parts" or replace the water heater as promised by your salesperson and what is notated on your website as shown below:How Home Warranties Help HomeownersYour systems and appliances may be in good working order today, but sooner or later, everything wears out. Even with perfect maintenance, nothing lasts forever.When your system or appliance breaks down, you could spend hundreds or thousands to repair or replace it, potentially causing a serious financial setback. Or, you can have it covered by your home warranty for just the cost of a service call.*With these predictable costs, a home warranty service contract allows you to control the cost of home repairs. Rather than spending money on surprise repairs or replacements of systems and appliances, you can rest easy knowing that it's all taken care of with your annual service contract fee and low cost service call fee.*Homeowners also benefit from the peace of mind offered by a home warranty. You can feel confident about your home's systems and appliances, as you won't need to worry about them if they happen to break down or need replacement.[redacted]Getting Home Warranty Service from Choice Home WarrantyWith a home warranty, any time you need a repair for a covered appliance or system, you'll simply submit a claim to get help from a local technician. The Choice Home Warranty claims hotline is available 24/7 by phone or online. Once a claim is submitted, Choice Home Warranty will immediately dispatch a local, licensed, and insured technician to service your claim promptly and professionally.**Choice Home Warranty's technician will diagnose the problem and either repair or replace your covered appliance or system. Whether your appliance or system is repaired or replaced, you'll pay the same flat rate: an affordable service call fee. The fee is the same no matter how much the repair or replacement actually costs.[redacted] I am presuming we are not going anywhere with the Revdex.com. In 7 days, I will be filing a complaint with the New Jersey Attorney General. If that doesn't work, I will be taking them to small claims court to dispute this. I hope for a satisfactory resolution regarding this matter. Please repair the water heater (replacing both parts) or replace the water heater.Thank you for your reconsideration. Sincerely, [redacted].
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 claim, you stated that CHW refused to pay for a leak detection test; this is stated in the policy under Section D. Coverage # 4 exclusions “leak detection test”. Also, in our policy, Section F. Limitations of Liability #15 that states “. We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty.” Therefore, CHW is not responsible for anything towards the claim. We do understand that you are upset with the policy however if you would like to cancel the policy, you would have to follow the policy’s guidelines in Section L. Cancellations since the 30 day grace period has passed and providing you with a full refund has expired. We do 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:Contrary to their mission statement, I am not getting any peace of mind, quality and it’s certainly not an affordable way to protect things which Choice home warranty (CHW) promised to cover for the  5 year advance payment I made for home warranty.I purchased the policy on 2/28/15 not 2016 but I understand that would have been a typo in CHW’s reply. CHW agent who sold me this policy confirmed that warrant has full coverage of air-condition unit, I was never told that I have to produce documented proof of the maintenance of appliances and systems at any point. Often these payments are made in cash. When the warranty was sold to me, I was made to believe by CHW that it will repair or replace air-condition unit if it breaks down. Now when this has actually happened, CHW is making excuses by asking me to produce evidence of maintenance. If they are a genuine company, why don’t they ask for maintenance records annually or every six months, or at least send reminders that they will not cover anything of maintenance proof is not kept. They are waiting for an episode to happen before they can point at some clause in the rule book. This is non-compliance to [redacted] unfair practices.Their reply incorrectly states that they covered one unit. To elaborate, when I complained about lack of cooling in my house, their technician came over and put some Freon in one unit and said the other unit also needs Freon but that would be a separate service call. So I called again and another technician was sent, he did not fix anything and asked me to call CHW again, which I did. This time I was told to get Freon Leak test done at my cost, which I did, by paying their technician directly. Then I was asked to send pictures of the evaporation coil, which I did. I spend a lot of time, took time off from work to deal with CHW only to find that they just don’t want to pay for the repair. They are saying replacing the evaporation coil will cost me $1900. After a lot of back and forth they are willing to cover $230 out of $1900, which is unfair and unacceptable.
Regards,
[redacted]

CHW is currently awaiting the signed agreement that was sent to you via email on August 25, 2016 and via US Postal mail on September 14, 2016. Once we are in receipt of the signed agreement, the refund will be processed.   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/user-agreement/. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that burner tubes were rusted out and caused the severe flame rollout. 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 $180.00 towards the repair.  You declined this offer as you wanted the entire claim covered; you then proceeded with requesting to cancel your policy. As of 10/19/2017, your policy has been cancelled.  Please note that the goodwill funds are only available for active policies.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 the claim was handled properly. Section Letter F, Number 12 indicates that CHW is not responsible for repairs related to lack of proper routine maintenance. Based on the diagnosis received, the lack of proper routine maintenance on the system had caused for improper operating temperatures and excessive pressure which resulted in a Freon Leak. A representative from the cancellation team has attempted to reach you twice via telephone and after 2 rings the phone is hanging up. There was also an email sent on 8/7/16 to the email address on file. Please call the CHW team at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear Mr. [redacted],We do understand your frustration however this claim is not covered under our policy.  We would like to offer you a full refund of the paid policy since you disagree with the outcome of the claim and our policy.If you would like to accept the full refund in the amount of $350.00, please contact our customer service department at ###-###-#### and they will provide you with a release agreement to send back for our billing department to provide you with the refund.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: they said that I could either accept their decision and pay the cost of the repairs myself or they could cover what was needed and then cancel my policy. If I accept that they would cancel my policy but I would not receive a refund for the remaining time on the policy which is paid through February 2021. I requested a detailed accounting of the service charges that Choice Home Warranty has paid on my behalf over the life of my policy and my request was denied. Therefore I am unable to accurately assess the benefit of having a home warranty.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Because I suffer mental distress 4 days of runningwater caused lots of water bill .Not able to work for hours and spend hours trying to get in touch with a center manager and choice home had 3 different disrespectful employee being disrespectful and liedwhen they were on a recorded line and refuse to have a heigher ups info .total 3/4hours of mental distressed trying to call chw,water bila for running water for 4 days and offering next visit is not acceptable.
Regards,
[redacted]

Dear [redacted] We do regret your frustration and have reported the issue to our IT department.  If for any reason you still receive the emails in a week, please forward them to us at [redacted]  Once we remove the email, there should not be another email and if there is,...

we will investigate. 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]   A review of your claims shows it was processed in accordance with the policy. The diagnosis that was received was that the compressor on the unit had failed due to the internal windings shorting to the ground. This failure occurs from the compressor overheating, damaging the internal windings and shorting the compressor. This is not normal wear and tear. Section Letter A, Number 2 of the policy states that CHW is responsible for repairs related to normal wear and tear. As a result, this claim is not covered. Please call the CHW customer service team directly if you have any questions at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

The policy offers peace of mind and repairs that are covered under the guidelines established in the policy. CHW doesn’t want to lose any valued customers, however, if you would like to cancel you can call the customer service team directly at CHW at ###-###-####. Please refer to your policy, section Letter L, Number 4 for cancellations.   Regards, CHW