Bass Services, Inc.

Dear [redacted],  We can after reviewing the claim, we do see that a leak test was requested to find out if the unit could have been fixed.  Looking at the unit, the technician stated that they could not see a leak; they could see that the unit was not properly maintained however if the leak could have been fixed, we would have been willing to do so. Our policy does not cover the leak test itself as stated in the policy under Section D, Coverage #4.  CHW did not charge you directly for this test, the technician from Long Engineering did. If you feel as though you should be reimbursed that amount that they charged you, we ask that you contact them for your reimbursement. From the diagnosis that we see and were provided with (3) the unit was low on Freon and in order to see if it could be fixed, they needed to see where it was leaking from and again if it could be fixed. It was advised to us next that the capacitor and the thermostat was bad, CHW did pay for these two parts to be fixed in the amount paid to the technician of $275.00. The last diagnosis that was provided to us stated after the test had been done that the leak was at the service line port, it could not be repaired due to the amount of rust that caused that leak. We do regret your frustration, we would like to offer you an extra months coverage which would make the policy end on 9/7/17 rather than the date of 8/7/17 (you already were provided with an extra month upon signing up, this would be an additional month) plus a onetime free service call fee to help with your next service that may be needed. We do see that the name [redacted] is not the policy holder for this policy.  If you would like to accept this offer, we ask that the policy holder does contact us to accept. We do urge all customers to review the policy’s terms and conditions, we do expect that all units are maintained properly as per the manufactures specifications and we do not cover failures that are caused by rust or corrosion.  We do hope that you accept our offer and if you do, please contact our customer service department and they will add the extra month as well as the onetime free service call fee for you. 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.[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].
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 our web site at http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your policy, I do see that you have paid $484.00 for your policy and that CHW has paid out $615.86 for your claims.  Per our cancellation process, please see Section L. CANCELLATIONThis 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.CHW does require that any amount paid would be paid back plus the administration fee. We are very sorry for the frustration with your AC claim, due to the technician’s findings and reporting back to us what he did see, we were advised that the unit had a weak capacitor; he replaced the capacitor and found that the compressor was locked.  Due to the fact that the capacitor was weak, this damaged the compressor.  This is secondary damage that CHW does not cover.  Please see our policy, Section F. LIMITATIONS OF LIABILITY 19. You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages. Your sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less.We always urge our customers to read our policy and to understand that all policies have exclusions and CHW does follow our policy.  We do our best to assist the customers and approve claims that are submitted to us.  We do apologize for your frustration.  CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:  I get regular maintenance on my air conditioner system as was suggested.  My unit was a little dirty because it was due to cleaning on July 1, 2015, but it was NOT CLOGGED like Choice Warranty is stating.  Choice Warranty tell LIES to sell you the home warranty and then look for any excuse not to pay for repairs when needed.  Choice Warranty does not provide competent reliable technicians that can do quality work or diagnose problems.  Now Choice Warranty is saying they are not responsible for technician repairs when in fact, Choice Warranty is the one who sends out those technicians to the customer homes. Choice Warranty sent "[redacted] A/C Heating" to my home and the first guy made him some extra money on the side as well as collecting the $45.00 service fee charge.  Then the next tech told me my unit was a little dirty, but not extreme.  This tech also wanted to make $1,800 for duct cleaning the entire house which I did not need.  Then he stated $750 for cleaning.  I told the tech I have my personal tech that I pay to keep up the maintenance on my unit.  Home Choice Warranty gets away again by NOT keeping their word and they can care less for the customers.  I made a big mistake by not reading all the NEGATIVE REVIEWS that were already on line with complaints against them.  I am just another customer that have been misused by Home Choice Warranty.  HOME CHOICE COLLECT THEIR MONTHLY FEE FROM THE CUSTOMER BUT DON'T WANT THE RESPONSIBILITY OF PAYING COMPANIES FOR REPAIRS.  They use any excuse they can find to keep from paying.
Regards,
Virginia Coleman

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].   Thank you for reaching out to us regarding the sales calls that you are receiving. We are eager to provide outstanding service to all of our customers as we continue to grow. We will definitely make a note and add you to the list of individuals that shouldn’t be called. Please reach out to us in the event you have any questions.   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]
  At this time there are 2 free service calls that are on your account. There will not be another one added. Per the policy, section Letter C, Section 4, you will be charged a service call fee per claim. As a courtesy, you were provided with free ones. CHW wants to retain all valued customers, however, should you choose to cancel your policy, Section Letter L, Number 4 of the policy states that if you cancel after 30 days you are entitled to a pro rata refund of the paid contact fee for the unexpired term, less a $50 administrative fee and any service costs incurred by CHW. These costs are the claims that have been paid out on your policy which will be deducted. You can call the CHW customer service team directly at ###-###-#### if you desire to cancel.     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. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that unit was missing 3lbs of Freon and there were 3 king valves that failed.  These failures occurred from a lack of proper routine maintenance.   Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance.  If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review.  If the records show that the system has been properly and routinely maintained, we would adjust the outcome of the claim accordingly.  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 the claim was processed in accordance to the policy section Letter F, Numbers 1 and 8 in which CHW isn’t responsible for repairs related to rust and corrosion. Based on the diagnosis received from the technician there was leaking at the Evaporator Coil that was a result of rust and corrosion.   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 our web site at http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your policy, I do see that your policy began on 6/11/15 and 4 days later you placed a claim for your AC unit.  We did dispatch a technician to your home who stated that he added Freon to your unit, he did return and we do have it documented that the service call fee was waived and you did not pay that extra fee.  If you did pay them the extra $45, please contact them to have a refund of this amount as it goes to them and not CHW.Upon entering the claim, you had stated that the last time the unit had worked was prior to the start date of the policy.  Unfortunately, we do not cover any unit that comes into our policy in non-working condition.  You are supposed to have all the units in your home maintained prior to the contract date starts. Please see 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. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also please note Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.Due to the fact that you have already canceled your policy with CHW, we are unable to offer you any amount of refund, again you would have to speak with the technician that came to your home for the funds back that you had paid.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

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]

I have had Choice Warranty two different times in the last several years.  The first experience I had with them I reported a leak in the pool filter pipe.  They referred a pool company to come out and check the problem.  After a week of waiting on the tecnician, I received a call from Choice saying he had called in and reported that my pool filter was hit by lighning and therefore Choice rejected my claim.  I told them at that time that the technician had never been out to even look at the problem and just made that up.  They apologized and took my compaint and fired the technician but still refused to cover my claim.  I immediately dropped them and picked up [redacted] I had them until Choice called in the spring and gave me a cheaper deal so I reluctantly dropped my previous Warranty on the day my Choice Warranty took affect. Both claims I submitted to Choice were rejected because they said they were pre-existing.  The first one I paid and did not argue with them but when they rejected the second I finally spoke up. I had another warranty company up until the day that Choice took over.  I would have turned this claim into the previous company if this has pre-existed prior to Choice Warranty taking affect.  Secondly, Choice requires a 30-day waiting period at the time of you signing on with them (which they charge you the monthly premium for) to prevent anyone reporting a pre-existing condition. So I had waited my thirty days and was told when I signed up that I could file a claim beginning the first day my policy became effective and anytime thereafter.  No where in there policy does it state that if you file on a certain day after your policy takes effect that they willconsider your claim to be pre-existing.  Because I filed soon after the effective date of my policy they said that raised a red flag.  I have had a home warranty company for 30 years and have never had to deal with these problems.  When I spoke to Russ, the manager, he wasn't willing to make things right even though he didn't have an argument as to why they were not covering this $56.00 part.  I even bought the part and put the part on myself to save them money.  Only when I threatened to report them to the Revdex.com did he agree to reimburse me for my part.  I have the email that it was in process.  My next premium date was coming up in a couple of days and I chose to cancel my policy because of all the problems I have had with them.  In their response, they said that they could not fuflill their agreemet to pay for the part since I cancelled my  policy.  It is a warranty company's responsibility tocomplete repair of your claim if it has been reported and currently in process prior to you cancelling your policy.  That is my argument to Choice  that even though I had cancelled my plan,  I had an active claim that they had agreed to pay for I process.   If they do not fulfill their obligation then I would like to move forward with the next step of getting them on the Revdex.com list of unethical companies. I do not want them to be able to continue this practice with other customers. Please let me hear from you on the status of my claim once you receive this. Thank you

Dear Robert [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 the policy had started on 7/19/15 and we do provide 30 days prior to the start date for the customers to review the policy and make sure that they are satisfied with the terms and conditions. Section D. Coverage #6 states WATER HEATER (Gas and/or Electric)INCLUDED: All components and parts, including circulating pumps, except:EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.CHW does not cover the actual tank of the system, we will cover the heating mechanisms that are used to heat the water the tank is just the storage vessel that holds the water and does not have a mechanical function.We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the 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 [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

Complaint: [redacted]
I am rejecting this response because:  The email correspondence shows that you did, in fact, receive the request and acknowledged it by email on November 6th at 9:22 am.  See attachment a second time.  As you have now delayed your response until the 90 day period so that you can save $30, I will accept my check, but will not renew my contract with your company nor condone your deceitful practices.
Regards,
[redacted]

I am rejecting this response because:The stated facts are incorrect.The unit was properly maintained as it has been stated by their technician as well as the condominium building superintendent.This is fraud.The past and future contract value should be returned immediately as well as the full value of the repair.Several documents have been supplied.I have also made several requests for arbitration procedures that have been ignored.I will proceed with legal action on Monday.
 I would like to adjust my claim to be $2,126.46It is the actual expense of the repair.I also have a statement from the technician they hired stating the repair was not due to neglect .

Dear [redacted], We would like to work with you, however, there is no reason as to why you are rejecting the response provided.  Regards, CHW

We do understand your frustration with this claim and we do apologize but our policy clearly states that we will not cover the cost of a repair if it is due to rust or corrosion.  Please see Section F. 1 as well as F. 8.CHW is in full compliance with our terms and conditions of our policy.Respectfully,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. It's a shame that they don't let you look at their policy before you purchase as I was under the understanding that regardless of age any item that was under warranty was either replaced or fixed.
Regards,
[redacted]

[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]. 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 the claim it shows that you had canceled your policy with us.  Per our policy, Section L. Cancellations, if a customer is to break the contract, they will pay back to CHW whatever the amount that CHW has paid out for their claims plus an administration fee.Please See Section L. CancellationsThis 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.CHW did not charge you for the cancellation of your policy nor the claims that we had paid out for your policy.  Since your policy has been cancelled, we will not be sending you the check for the unit. Your policy has to be in active status in order to receive any type of goodwill or buyout from us.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