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]   In order for CHW to send a technician to fix the issue, there needs to be an active policy. This policy is no longer active and as a result, CHW is not able to dispatch a technician.   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’s mission is to take advantage of the customers.  CHW is miles away from proving peace of mind. CHW promises lot however, in reality they cover very little and it is deceptive practice. CHW talks about goodwill gesture; it is laughable matter.  I was the one who compromised on the water heater bill. It cost me $1600 to replace the heater and they paid only $400.  Prior to signing for the service, I clarified the terms for the water heater and other appliances repair.  I have an email from CHW stating that repairs result of sedimentation or corrosion will be covered. Regarding Central vacuum cleaner, the failure is due normal wear and tear; it is not due to inlet valves. I am using the same inlet valve after repair to the unit. I also have written statement from the repair company, stating that the failure of the unit was not due to inlet valves.  House square feet question was raised after 8 months.  Since CHW do not want to provide service and asking more money, CHW is in violation of the contract; therefore they should refund total contact money of $1975 plus Central Vacuum repair bill of $573.   Please advise how can I post my complain on Revdex.coms website.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response becauseI I provided you maintenance records 5 years worth of them. I am told you if you needed more information you needed to call the businesses that provided the maintenance on our equipment for air conditioner. I provided what you ask for the fact that it wasn't good enough for you is what I am complaining about 
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. Upon review of your cancelled policy, it shows that you purchased your policy on 5/18/17 and after 30 days, the policy began on 6/18/17.  CHW provides our customers with 30 days to review the terms of the policy and to ensure that all items come into the policy in proper working order as it states in Section A. #3.  On 6/22/17, only 4 days after your policy began you please a claim that stated that your refrigerator stopped making ice on 6/20/17 which was 2 days after the policy began.  This claim was not covered for 2 different reasons.The first reason was that dual evaporator fan and the second fan had failed, this failure takes longer than 2 days to happen, it cannot happen within the amount of time that you had the policy; therefore making this failure pre-existing to the policy start date.The second reason, you stated that the ice maker was not working.  Please note that CHW does not cover ice-makers. Please see Section D. Coverage #4 which will show you in the exclusions.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] Please refer to our policy, Section Letter D., Number 6, CHW does not cover the main, holding or storage tanks.CHW values your business therefore our Consumer Advocate will contact you directly via email to assist you with your requests. 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:
In my complaint, it was not just the $50 administration fee that I was concerned about. Yesterday I received a call from Choice and they agreed to refund me all but 1 month of the service agreement and the $50 admin fee. They said they would send me an email with this information about the additioal money they will be refunding beyond their first offer of $118 of the $375 I had paid. They said I should sign the agreement in the email as soon as received and they will process the refund, but I have not received any such email as of yet.
Regards,
[redacted], MBA

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 claims shows that the claims were handled in accordance with the policy. The claim for the dishwasher, although a non-covered claim, CHW did pay for the repairs as a goodwill. Section Letter D, Number 11 indicates that doors, hinges, handles and door gaskets aren’t covered. The diagnosis was that the door springs needed to be repaired. The claim placed online for the water heater indicated that the tank was leaking water. Section Letter D, Number 6 of the policy indicates that CHW is not responsible for repairs related to the main, holding or storage tanks of the water heater. CHW will handle those repairs that are covered under the policy.   CHW values all customers and wouldn’t want to lose customers, however, in the event you would like to cancel please reference section Letter L, Number 4 of the policy. You may call the CHW customer service team directly at ###-###-#### for assistance.     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:
I never asked you to replace the Thermal Expansion Valve. I am requesting that you replace the refrigerant that your contracted repair men removed. 
Regards,
[redacted]

During my conversations with Choice Home Warranty, the preventatives always denied coverage of my claim by stating that my refrigerator had a fire that caused the damage. No fire ever existed...the internal thermal shield & light fixture were damaged by an electrical short.  The service technician from Tigerpaw HVAC told me in person that the damage was caused by an electrical short & I spoke with the service technician again after Choice Home Warranty refused my claim.  He told me nowhere in his claim were the word(s) fire or electrical fire ever used. When I spoke with the supervisor at Choice Home Warranty he told me my claim was denied due to fire.  When I Asked him to give me his definition of fire, he changed the subject & ignored my question.  He then stated that there was a an electrical fire, I told him no such condition existed. No open flame, no scorch marks, no smoke, and no fuel source existed.  Only melted plastic from a electric short.  Once he realized that I wasn't going to accept his explanation of the denied acclaim, he put me on hold.  When he came back on the phone, he stated my claim was denied due to a problem inside the internal thermal shield.  The electrical wires are not inside the thermal shield, they are between the internal thermal shield & the metal casing of the refrigerator.  The electrical short caused all the damage, not the internal thermal shield (plastic & insulation layer).  Choice Home Warranty insisted that the internal thermal shield failed therefore they would not cover the refrigerator.  I did not accept this rediculous explanation then nor do I accept this reason now.  The service technician took picture while diagnosing the problem, but Choice Home Warranty didn't even want them when he tried to submit them.  So this shows their intent from the very beginning of the claim process.  They were going to deny the claim even before the had all the evidence.

Dear [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 [redacted] 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 unit was not spinning as the rear bearing and spin tub broke.  Please be advised that your policy coverage start date was 10/22/2017 and you advised us that the last time your unit was working was 10/23/2017.  This failure would not have occurred in the short lifespan of your policy. Per our policy, Section Letter A., Number 3. CHW requires all units to be in proper working order on the effective date of this home warranty contract.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 you offered you $200.00 towards the repair.  If you would like to accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6am EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,

Dear [redacted]We regret to hear your frustration, however, you requested to cancel your policy on 10/19/2017, therefore your policy was cancelled.  Please understand that if your policy was cancelled on 10/20/2017, the goodwill funds still would not have been available.Regards,CHW

Dear [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 [redacted]
* Upon review of your claim, it appears that in accordance with the policy, section Letter A, number 3, known or unknown preexisting conditions are not covered.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [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 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 there was internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure 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 may submit your proper routine maintenance records to [email protected] for review OR you may get a second opinion at your own expense.  If you choose to get a second opinion, you submit the detailed invoice that shows the diagnosis to the email above for review. If the outcome from either the maintenance records or second opinion are different, we would adjust 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 that we are currently waiting for a technician to provide you service. We apologize for the delay, however, there has been a heat wave in your area which has resulted in many technicians working hard to meet our customer’s needs. We will continue to ensure that the customers’ needs are met. You may call the technicians directly to be able to obtain an appointment. In the event you have questions, please feel free to call our customer service team directly at 1-888-531-5403.   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 the frustration that you have had, we do see that there was a goodwill gesture offered and accepted in the amount of $500.00 as a settlement for this claim.Please note that our checks take 30 days for receipt.  We are glad that we could assist you on this claim.CHW

[redacted] Our policy was provided to you before the start date of your coverage.  We do expect all customers’ to review the terms and conditions and if they disagree with the terms and conditions they are then permitted to cancel with a refund however once the policy begins, you are not entitled to a refund, you are entitled to a pro-rated refund and if CHW has paid any claims of yours which we did, that amount comes out of the pro-rated refund. The items that you listed are not covered under our policy. Also, the offer that was provided to you in our prior response was before you had accepted the previous claim payouts.  The amount that you paid for this policy was $1050 and CHW has now paid a total of $1049.37 which leaves 63 cents. We do regret your frustration however we are not able to provide you with a refund minus paid claims since there is nothing left of what you had paid. If you would like to accept a onetime free service call fee, we will add it to your policy.  Please contact us at ###-###-#### and you can speak to any of our customer service agents who will provide the onetime free service call fee for you. Thank you, CHW

Thank you for your response, we are very sorry for the frustration with this claim.  We are not able to approve the amount that you have listed as it does exceed our maximum amount that we would offer for a covered claim. We did offer you a goodwill gesture for the unit as it is a non-covered claim per our technicians diagnosis and the pictures that we were given by him of your unit. We did ask that you sign a form because if we are to pay any money towards a claim that we feel is non-covered we feel as though you disagree with our policy therefore request that you cancel the policy with us.  I am sure that you would not want to have a policy with a company that you disagree with the terms and conditions.The pictures show the pad that the unit sits on can barely be seen. Most of it is buried under the dirt, this dirt is also as high as the grills, causing a lack of airflow on the unit this caused the compressor to over heat and fail. I do understand that you feel as though this claim is a covered claim, per our policy it is not. Please see our policy Section F. LIMITATIONS OF LIABILITY 12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.Since you have had the unit replaced, CHW does not pay for claims completed without prior authorization and this claim was not authorized as it is a non-covered claim. Our offer of $500.00 stands as a goodwill gesture for a non-covered claim. Respectfully,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 shows that the claim was processed accordingly. You placed a claim on March 12, 2016 for your Air Conditioning System which was not covered due to section Letter F, Number 8 in the policy that indicates that CHW doesn’t provide coverage for repairs related to rust and corrosion. Also in accordance with section Letter D, Number 4 of the policy, CHW is not responsible for leak detection tests. Based on the information you have provided and information provided from technician’s previously, you had a leak that needed to be fixed to stop the unit from leaking Freon. In order for coverage to remain in effect for the unit, proof of repair from the non-covered March 12th claims needs to be submitted. Additionally, CHW provided you with a good will gesture of $400 towards this non-covered claim because you are a valued customer. That payment has been processed and will be mailed to you.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

See my response below... 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] After reviewing your complaint, I agree the claim would not make any sense to be not covered however, upon reviewing the claim the reason that this claim was not covered was due to the fact that the first technician that went to the home stated that there was a clog in the condenser, he stated that there was “hair and debris all over the system”. He also stated that the unit was freezing up causing a leak thought the freezer door. Per our policy Section D. Coverage #3 states that we do not cover Refrigerators that have a “leak of any kind”. [] In regards to this highlighted statement, you are not covering “ a leak” the issue with my refrigerator  is a defective defrost heater and a thermostat as your tech reported which is causing my refrigerator to ice up. My refrigerator does not have a water or refrigerant leak. It was also confirmed that the drain was clear and not clogged. We do see that you had a second opinion due to the fact that the claim was not covered per the lack of maintenance that the technician stated. The second opinion stated that you had no issues with the unit is January but a few months later there was a leak and a clog in the condenser. This shows that the maintenance that you had done was improperly done. [] My maintenance was not “ improperly done” my contractor cleaned my refrigerator and showed me all of the dust and hair that was on the coil, all that was removed and the clean black coils afterwards. So I do not think it is fair for you to make the accusation that my tech improperly did his job. I was also advised when my contractor was out for a 2nd opinion that the coils were not clogged enough to cause any issues with  operating systems. The defrost heater failed as a result of normal wear and tear. We do see that CHW offered you a full refund for the policy providing you sign the release agreement that we have sent to you. The agreement is because the policy itself is not entitled to a refund and as a goodwill, we are offering it to you. Please send the release back to us if you would like to accept the full refund. If not, we will be happy to continue your policy but please understand that this claim would not be covered due to the leak and lack of proper routine maintenance.     
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Being that you had been with CHW for such a long time, we felt as though we could help you with your claim by offering you a goodwill gesture.  Per our policy, we do not cover OVER THE COUNTER MICROWAVES. Please see Section D COVERAGE- WE ONLY COVER BUILT IN.9. BUILT-IN MICROWAVEINCLUDED: All components and parts, except:EXCLUDED: Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies - Rotisseries.Again, if you are to cancel your policy with CHW prematurely you would have to pay back the funds that we had paid out for any claim.  Since you are a monthly customer, you chose to cancel the same applies.  We are not paying a goodwill gesture on a claim that is not covered and that is cancelled.Our checks take 30 business days to generate in our system.  This is how our systems work and once a policy is cancelled the system will not generate that check.  I did listen to the phone conversation with you and Stephanie and I do apologize if you took her wording as a threat, she was trying to advise you that if you do cancel then the goodwill gesture that was offered to you would no longer be.  I have spoken to her about her tone and explained that it came off as offensive.Unfortunately , since your policy is cancelled I would not be able to process a check for a non-covered claim. Regards,CHW