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 [redacted].   A review of the claim shows that the claim was handled properly. Septic coverage is an optional coverage. It appears that you were able to reach an agreement in which CHW assisted with the coverage of the non-covered claim by providing a goodwill payment and resolve the issue. Please call the CHW customer service team if there are any questions at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

CHW apologizes for your frustration, however, CHW sent the technicians to provide a diagnosis. The issues with the leaks were not covered.  You made a decision to use the technicians and you were provided with substandard service. You will need to follow up directly with the technician in question as that is not an issue with CHW. Section Letter F, Number 19 of the policy states, “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”. However, the issues at hand were not covered via CHW. CHW regrets losing valuable customers, however, if you would like to cancel your policy, please call the customer service team at ###-###-####.   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 3/13/15, you placed a claim for your AC/Heating system on 4/20/15.  The technician explained to us that the unit stopped working because it shorted to the ground, the compressor failed to work.  Being that you had your policy for less than a month, this issue could not have happened within that timeframe of your policy.  It takes year for this to happen and a lack of proper maintenance, a power surge, improper install or improper repair could have all contributed to this issue. A compressor failing within a month of having our policy clearly shows that you did not come into the policy with the unit in good working order. Per our policy, we do not cover any known or unknown pre-existing conditions. Please see 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.We also do not cover routine maintenance that we do require that the customer have completed by a licensed technician per the manufactures specifications.  We do apologize that this claim was not covered and that you chose to cancel your policy;  Unfortunately there would be nothing that we would be able to do for you. Your credit card has been given our prorated refund as you requested to cancel.CHW was in full compliance with the policy.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 www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy. The diagnosis that was received stated that the unit had a sealed system leak which caused secondary damage the compressor which led it to ran dry and fail. Per our policy, Section Letter D, Number 4, we do not cover leaks of any kind.  Per our policy, Section Letter F, Number 19, we do not cover secondary damages. A few days later, we received another diagnosis from the customer stating that the system did not have any leaks and it was a failed compressor. Due to the conflicting diagnosis, we have assigned another technician for a second opinion diagnosis, with no additional costs to you.  Please contact [redacted] Repair at ###-###-#### to schedule an appointment for the technician to come to your home. Regards, CHW

Complaint: [redacted]
I am rejecting this response because:  I want my monthly fee of 40.00 taken from my account on 6-1-14 after cancelling my policy.
Regards,
[redacted]

Dear [redacted], After reviewing the Secondary issue, we do see that CHW assisted in a goodwill gesture to cover the cost of the first failure that we do not cover which was that the system was not responding for operation control. The diagnose and found faulty transformer device non operable causing malfunction, which was the secondary damage however after this was repaired, the technician found that there needed to be a new control board due to a power surge that blew out the circuit. Per our policy, we do not cover failures due to power surges. Please see Section F. Limitations of Liability #8. As a goodwill gesture, we have added a onetime free service call fee to your policy for any future claims that you may have.  This claim for the Air Conditioning System has been closed as a non-covered claim. We do look forward to assisting you in future claims. Thank you, CHW

Complaint: [redacted]
I am rejecting this response because:
It should be covered as the licensed contractor confirmed that the appliances are not repairable and should be replaced by your warranty. What's the purpose of sending a licensed contractor when claims are determined by your own discretion?  Your business is unfair.  Filing a claim in your company is like getting though the hole of a needle but when you're selling this products, your calls are nonstop saying all these tremendous advantages.  
Regards,
[redacted]

Dear [redacted], We regret to hear your frustration.  You stated that you “…have followed all required service requirements for the unit...”  Choice Home Warranty is willing to review your claim; therefore kindly submit your proof of proper routine maintenance records to [email protected], if you wish to further dispute this claim. Please note, that we offered you funds in the amount of $300 to assist you on this non-covered claim.  If you would like to accept this offer, kindly contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST. 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, section L. Cancellations states that 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.You paid $1875.00 for a 5 year policy; you were charged an administrative fee as stated above in the amount of $50 to cancel the policy only after 13 months of service.  The rate that you were charged was at $35.26 a month, this was calculated since you were provided a refund of $906.63.  This amount does include the $460.00 that was taken out for claims paid.  Every month that you stayed with us the amount would decrease because that is another month that you had coverage with us.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

Dear [redacted],             Our policy states in Section D. Coverage # 8 that CHW doesn’t cover slab leaks.  If you would like to have your technician contact us to provide the second opinion that you have had, we will be **re than happy to reopen this claim however the pictures provided along with the diagnosis was that this unit has corrosion and rust both of which we do not cover per our policy Section F. Limitations of Liability #1 as well as #8. We do regret the frustration that you are experiencing however; CHW is in full compliance of our policy.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 handled properly. The diagnosis that was received was that the heat exchanger on the unit was cracked, the ignitor and the flapper and the flame sensor have failed and there is rust and corrosion. The photos that were sent in also indicate that there is water damage on the casing of the unit. This indicates lack of proper routine maintenance. Section Letter F, Number 12 of the policy states, “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”. CHW doesn’t require maintenance records, however, you are invited to submit the records for a review of the claim. You can submit the information to [redacted]. Please call the customer service team at ###-###-#### if you have any questions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted] We do regret your frustration.Please note, that the water heater does have mechanical parts that we do cover such as the gas valve, temperature and pressure valve, thermostat, and the pilot assembly. The main holding or storage tank itself does not serve as a mechanical function.  We regret to hear your wishes to cancel your policy.  In order to process the cancellation, please contact our Customer Solutions directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards,CHW

CHW cannot provide you with a full refund of a policy that we had paid more out on than you had paid in per Section L Cancellations.  Also, per our policy we do not cover failures due to roots with plumbing as stated in our policy Section D. Coverage #8.We would be happy to provide you with a free one time service call fee for your trouble and offer you a goodwill gesture of $100 towards this claim. If you would like to accept, please contact us and we will place the authorization 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 [redacted]   CHW sends all of our customer’s a copy of the policy. When taking advantage of our policy online we also provide a copy for your records. We have included the link above for your review. The policy outlines that leak detection tests are not covered in section Letter D, Number 4. Additionally, the policy also stated in section Letter F, Number 1 that we don’t provide coverage for issues related to rust or corrosion. Our records reflect that your requested copy of a written denial was received on June 11, 2016. We ask that our customers allow 7 to 10 business days to receive this information. This was sent to you via email on June 21, 2016. Please let us know if you haven’t received this information and we will be happy to send it to you again. .   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],We regret to hear your frustration, however, your customer portal shows no trace of correspondence or a placed claim, nor do we have record of you contacting our call center. If you would like to place a claim without calling our call center, you can go to:• www.choicehomewarranty.com• Go to Account Center• Enter your email and policy number; hit submit• Locate and click “make a new claim” • Enter and submit the information regarding the failure of your poolIf you would like to speak with a representative, please contact us at ###-###-####; Monday through Friday 8am – 8pm EST, Saturday and Sunday 9am-5:30pm ESTOnce again, we do regret any frustration that you have gone through; we have skipped the last payment for you as a goodwill gesture. There should not be any reason of why you cannot place a claim.  Regards,CHW

Dear Mrs. [redacted],We do regret your frustration with the outcome of the claim that you placed for the AC System. You stated that the unit had debris build up due to the weather. However, the weather did not cause the leak in the system.  When you place a claim, the technician will come to your home to diagnose for that specific issue that you state is happening to the unit.  On 11/12/15, you stated online that your unit was leaking water. Per our policy, Section D. Coverage #4 states that we do not cover units that leak water.  We did try to reach out to you to advise you of this however we received your voice mail.  CHW did send a technician to your home to diagnose the system.  Upon diagnosis it was stated that the unit was low on Freon 7 lbs. The tech also stated that the service valve was loose. After performing a nitrogen leak test, he did find a leak at the valves but he stated that by tightening the service valves would fix the system.You then placed a claim on 4/4/16 stating that the system was not cooling, after dispatch of the technician, he stated that the unit was low 3 lbs of Freon and did find a leak in the unit. The unit had debris built up and that caused the unit to fail.  You stated that the buildup of debris was due to the weather.  If that is factual this would not be a covered part of the policy because we don’t cover acts of God.  Section F, #8 but it all leads back to maintenance.  If you had poor weather, that is bad enough to add that amount of debris to a unit that would make it stop working, a technician should have come sooner for the maintenance.We understand the reason that you cancelled your policy was because you were upset with the outcome of the claim however because you cancelled your policy we are not able to provide you with a goodwill gesture of the funds you have requested.  This claim was not covered per the terms of the policy.  Also, cancelling the policy, per Section L. cancellations CHW is owed a percentage of the amount that we paid for the claims that you had placed and covered by our company.  CHW did not charge you for that amount nor did we charge you the administrative fee.  CHW offered you back the service call fee that you paid the technician since we did not cover the claim.  We do regret the frustration however we are unable to provide coverage for a claim that would not be covered for a policy that is no longer active.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, it seems as though CHW has assisted you in over $2000 worth of covered claims.  In regards to the plumbing claim, the failure is a non-covered issue per the policy, Section D. Coverage #8.  CHW does not cover cracks in porcelain. CHW has to follow the terms and conditions of our policy and we do regret that this failure is not part of a covered item in the policy.  We have placed a onetime free service call fee onto your policy as a goodwill gesture. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy. Regards, [redacted] M. CHW

Complaint: [redacted]
I am rejecting this response because:I received the actual contract in February and I was told I had 30 days to review it, and I was also paying the contract in 4 payments for the entire year, whereas I could have chosen to make the lower monthly payments so I disagree of a refund of $58.12 after I have paid you all 223.12; I paid the technician $45.00 which was required.  I paid the contract and then you want to deduct and deduct that is incorrect. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: what is the purpose of a warranty? I  thought it was for unforseen events such as this.I would like a refund of the warranty and the $60 SERVICE FEE please. 
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 [redacted]   Please accept the apologies of CHW for the issues that have been endured with the technicians that were assigned to your claim. Please note that there policy doesn’t indicate that CHW has 2 days to repair. The policy indicates in section Letter C, Number 2, “Upon request for service, We will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays”. The claim was placed on 8/19/16 and a technician was also assigned on 8/19/16. Once there were issues the claim was reassigned at your request on 8/23/16 and a technician was assigned on 8/23/16. CHW does offer a reimbursement option for customers if you are not able to secure an appointment with a technician in a timeframe that is acceptable to you. This reimbursement process requires that prior approval is sought from CHW prior to repairs as outlined in section Letter C, Number 3. The technician will be reimbursed at the rates of CHW technicians and there is a 30 day processing time for the reimbursement. If you would like to utilize this option, you may call the customer service team directly at ###-###-#### to have the necessary forms sent to you.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW