Bass Services, Inc.

[redacted]We do apologize for your experience that you have had, our only offer that we are able to provide you with is the remainder of the funds to provide you with a full refund.  If you would like to accept our offer, please contact us at ###-###-####. Thank you,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 compressor locked up due to the system having no Freon.  When the compressor is locked up and the unit is empty on Freon, this indicates that the unit has been operating improperly.  If the system was properly serviced, the low Freon and the amp pressure readings would’ve been noticed. 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 satisfied.  If you would like to further dispute this claim, you can send in your proper routine maintenance records to [email protected] for review.  If the records show that the system was properly and routinely maintained, 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],
Per the diagnosis that we were provided it does show that the leak happened due to rust or corrosion. Which although may happen as normal wear and tear but it is an excluded portion of our policy.
If you disagree with the outcome, you are welcome to provide us with a second opinion. Kindly have your new technician contact our authorization team at ###-###-#### and they will review the claim.
Thank you,
CHW

The refrigerator has been fixed now, but what is mentioned by CHW is false. There was no power surge and the technician never said so. The technician they are following up with is the third technicial who actually fixed the issue, not the other two they assigned previously. They can't even keep their story straight. [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.
Regards,
[redacted]

Dear Claude [redacted],                       Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect...

their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   Upon review of your claim it appears that your claim was processed in accordance to the policy. As outlined in section Letter F, Number 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. Additionally, section Letter F, Number 8 indicates we are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion. The compressor was shorted to the ground. This is caused from excessive overheating of the compressor which is a result of lack of proper routine maintenance. This is based off of the third diagnosis that was received by CHW, not the first one based on the information provided by the customer.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

I am rejecting this response because: I have attached the email documentation and the receipt for a company we had to hire to get the roots cleared from the lines in our rental house.  I am still asking for a complete refund for premiums we paid on our rental and our primary residence.  As stated in my original email to them...I have had my rental house since 1991 and have had to have [redacted] Rooter or [redacted] Rooter go out ever year or two to root the lines out as it is an older property with tree roots that get in the lines.  We had to call for a second time within 7 months to have them come back out because there was water/sewage backing up.  Choice hired the same company both times.  When I called to find out what was going on to the Plumbing company, they said that the techs didn't know I had clean outs, nor did they call and ask. This is obviously what happened 7 mos prior also.   We have 2, one in the back year and one in the bathroom.  The plumbing company said they would have them go right back out, but that never happened.  They also said that I would cost me $350 to have a camera run in the line and a minimum of $1000 minimum to bust of the concrete in the laundry room.  I already knew that the reason the problem wasn't fixed is because they did not root out the lines, but only cleaned out the line in the laundry room.  When I called Choice about this they were rude and told me that it was my responsibility to pay the $1350 to this plumbing company, even after I explained what I was told by them.  I then wrote the letter to them via email (see above) after we had to hire [redacted] Rooter, whom we have had go out in the past to do the job for $305.  I am still asking for $700.00 for both of these worthless policies back and the $90.00 I have had to pay for co-pays to this incompetent company they hired both times.  I received a phone call from a man that sounded like a gangster after I sent the email stating where did I get off thinking I was owed back my premiums.  I told him to not call me again, and to correspond via email only so this could be documented.  They look for every reason to not pay, and hire sub-standard companies to work for them and do not listen to the policyholder on any complaints.  I had typed this once before and for some reason it did not take.  I hope this takes this time.

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that the unit had a clogged coil and clogged drain line; which was caused by a lack of 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 satisfied.  We strive to provide the best customer experience, therefore, as a goodwill gesture we offered you $200.00 towards the repair.  You accepted this offer.  Please note that your check was mailed out on 8/29/17; check# [redacted].  Please allow 7-10 business days for delivery. If you would like to cancel your policy, please contact our Customer Solutions department at ###-###-#### Monday-Friday 9AM to 6PM EST.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 response of the shortage based on the internal wiring overheated was disputed and also not supported  by your tech of whom you sent out to review and service the compressor. He also stated to me that that was also information shared with CHW that conflicts with the reason for denial.
Regards,
[redacted]

[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.   Can you please confirm the amount of $375 is for the first claim I filed which was in regards to a leak in the ceiling, directly below the blower in the attic.   The initial offer of $300 by CHW was to cover part of the claim, not the entire amount of repairs.  CHW is now offering $375 which is a very pleasant surprise and greatly appreciated, but I want to make sure this is accurate and correct.  
Regards,
[redacted]

Hello,   CHW did receive the documents that were sent in to review for the claim. However, what was received was not a record of routine preventative maintenance. The documentation that was sent to CHW demonstrated that a system checkup was done. There was no documentation of the pressure readings or amperage readings that would demonstrate the levels of power from year to year on the system to determine the maintenance that was required. However, it appears that a good will gesture of $350 was presented and denied. CHW has agreed to increase the good will gesture to a final offer of $500 to assist in the repairs of your unit as this claim remains a non-covered claims. CHW values all customers and want to do what is necessary to assist. This will be documented in your claim in the event you would like to have a check mailed for the $500. Please call our customer service team at [redacted] and it will be handled.   Regards, CHW

I am rejecting this response because:
The acceptance criteria for when something qualifies for repair is completely arbitrary and non-transparent. From a consumer perspective, we have an appliance under warranty that has stopped working. We were not aware of any pre-existing conditions. Choice arbitrarily and unilaterally decides that it wont be covered. Why did it not pre-inspect all of my appliances and let me know up-front before signing me up for the policy? Maybe I would not have purchased the policy if I had more transparency...which it did not provide. 
Regards,

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. After a review of your policy there was an error in your refund amount that was provided. Please understand that the refund is not within 30 days of the renewal but instead 30 days of the initial policy and that was on June 7, 2015. The renewal was on July 8, 2016. Your policy was canceled in accordance to section Letter L, Number 4 of the policy which states If canceled after 30 days, You shall be entitled to a pro rata refund for the remaining months of the paid contract fee for the unexpired term, less a $50 administrative fee or 10% of the contract fee whichever is less, and any service costs incurred by Us. Based on this and a $25.00 payment that was made on a claim placed on 6/24/15 for the Garbage Disposal your refunded amount should have been $298.34 instead of $273.33. CHW has placed the information to make the necessary adjustment.   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.
Upon review of your policy, we do see that you have placed a claim for the water heater. We do understand your frustration however all of our customers are provided 30 days before the policy begins to review the terms and conditions of the policy. Please see Section D. Coverage #6 that states that CHW does not cover failures that are from the actual tank since the tank does not have a mechanical failure. The tank is a holding vessel that the water is stored.
If you would like to cancel the policy with us, we ask that you refer to Section L Cancellations in our policy to cancel per the terms.
We do thank you for your feedback however this claim would not be something that is covered per the terms of the policy. 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 [redacted]
Upon review of your claim, we do see that our technicians around your area that we use were not available at the time. We do apologize for this and we do see that you have chosen to cancel the policy since you already had the work completed. We would like to offer you a full refund of the policy since you have chosen to cancel it.
Kindly contact us and we will provide you with the documentations to sign to receive the full refund.
We do regret your frustration with this claim and the policy.
Regards,
CHW

There is not a way for CHW to stop charging your policy without cancelling your policy.  If you requested to cancel then the policy will be cancelled but if you did not pay, then it would be suspended.  We had provided you a policy that can be found online as well as your email upon purchase.  The sales team will go over the general areas of the policy but we do provide 30 days for the customer to review the policy and make sure that this is for them and if not to receive a full refund. This is all stated in the policy in Section A. Coverage. Again, we do regret your frustration but our policy is provided to the customers to review before purchase.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 [redacted]Upon review of your claim, we do see that there was a claim submitted on 6/22/15 for your Air Conditioning system.  It was said at that time that the unit was low on Freon and CHW added Freon to the unit.  The reason that we add the Freon to the system is because we expect the customers to have routine maintenance done to find out why the unit was low on the Freon.  Had you had maintenance done to the unit, the rust would not have gotten so severe that it caused the failure to happen.. When you placed the claim on 4/28/16, it was stated that the fins on the condenser were bent, there was a leak in the evaporator coil and the condenser coil, and both of the parts were completely rusted and corroded.Our policy does not cover failures due to a lack of maintenance but moreover we don’t cover the specific failure of rust or corrosion.  Per Section F. Limitations of Liability #1 & #8 state this.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:CHW is refusing to admit that there was no problem with my motor! The tech even said there was no issue with my motor when I text him regarding the bogus claim by Choice that the issue was related to a secondary problem that they are not responsible for. If Choice bothered to read my previous statements they would have realized I am not falling for the whole there was a power surge that caused a secondary problem line! I was here with the tech and he specifically stated that he did not know why my dryer was not working. He then proceeded to text his boss that he was unable to fix the dryer and it should be considered unrepairable. If the tech knew all along that it was the motor why stay for a hour trying to fix a dryer you know you can't fix??? The claim about it being a secondary issue is a lie and Choice is a fraudulent company!
Regards,
[redacted]

[redacted]We regret the confusion with the outcome of your claim, however per our policy, Section F. Limitations of Liability #16 states “6. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.”  Our cos for this unit would have been $179.99 but we did increase the funds for you to $230.00 which was accepted on 3/9/17.  We are not able to provide you with extra funds to go towards the purchase of the new unit because this amount was accepted and already authorized however we can provide you with a goodwill gesture of 2 free months of service and one free service call fee.  The next payment for your policy will not be drafted from your account until 6/6/17.  If you would like to accept this offer, please contact us and we will add it for you.Please contact us at ###-###-####.Thank you,CHW

Dear Ms. [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. We received the diagnosis for your refrigerator where it shows that the unit was missing Freon. Per our policy, Section D, Number 3, we do not cover “…..any leaks of any kind…” In regards to your statement about the technician, per our policy, Section F, Number 19, “We are not liable for the negligence or other conduct of the Service Provider...” This is the policy that was sent to you upon purchase of the policy in November 2015.
Choice Home Warranty spoke with you in which you stated that you were fully aware of our policy Section F, Number 19. You also informed us that you spoke with the technician in which he stated to you he will take full responsibility of the damage. Please contact the technician [redacted] at ###-###-####.
We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.
Regards,
Choice Home Warranty

[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.
Regards,
[redacted]