Bass Services, Inc.

Dear [redacted],We understand that the technician stated to you that the unit “looked maintained” however this is not conformation that the unit was maintained. Per Section F. Limitations of Liability #12 states that CHW requires all units to be properly maintained per the manufactures specifications.  The manufacture of your unit specifies that the unit be maintained every year.  If you do not have the records, you can contact the technician who you had provide the maintenance, they would have the last 3 years on file for you and you can send them to [redacted].  Also, please note that a compressor failure which is a compressor shorted to ground can be caused in a few different ways however the overall result is that there is an internal failure which is exactly what you stated and following. In reviewing the policy that you have had with us, we show that we have assisted you on previous claims in the amount of $402.00.  As a good faith effort to assist you, CHW is offering to help with $150 towards this claim.If you would like to accept our offer, please contact us and it will be documented in the notations of the claim.All our best.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.  This was partially covered claim.  Based on the diagnosis that we received, it stated that there was a 3 inch pipe leak in the master bath which led to the downstairs ceiling leak. We covered the repair for pipe and advised you that we would repair the wall to a rough finish, however the access to the pipe is not covered. Per our policy, Section Letter F, Number 2 “We are not responsible for providing access to or closing access from any covered item…” Our Sr. Claims Specialist advised you about the outcome of the claim and our policy; due to your dissatisfaction, you requested to cancel your policy. You spoke with our Customer Solution’s Specialist who offered a goodwill gesture of providing 3 months for free.  You accepted this offer. If you would like to move forward and cancel your policy, please contact our Customer Solution’s Department directly at ###-###-#### Monday-Friday 9am-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:if my appliances if was 20 years old they where saying it is existing condition, now my A/C & other appliances are just 6 years old, now saying refer to choice home warranty F item 15 we are not responsible for repair arising from manufactures recall or defect if covered item while still under existing m/factures warranty, just they are looking for squeeze some how not to pay , in 2011 all appliances been changed do to save energy now is 5 1/2 years old 1st year full warranty labor & parts , next 5 years just parts I call M/factory Nordyne made compliant and ask the if has any recall or any defect , they say no at present time I have 2 same A/C & heating in the house other working fine, the home warranty are lacky we getting free parts , I am not agree with them they are responsible to pay labor costs and if any material the service repair is man used total amount $1200 most pay me as soon as possible ,or I will file law suit ,the company last 5 years keep calling to sell me home warranty, I look at Revdex.com information it was many compliant one day choice warrant called me say I am Sorry for the past we change our policy to get good reputation , now I see nothing change , I bought the insurance policy in case some think get break they fix it for me,          
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].   A review of the claim that was placed for the oven stove cooktop that was placed on 1/16/17 was properly handled. Based on the diagnosis that was received, it was determined that there are multiple failures with the unit and they wouldn’t have occurred in such a short life span of the policy. Section Letter F, Numbers 1 and 18 indicate that CHW is not responsible for repairs related to known or unknown preexisting conditions. The effective date of the policy was 12/28/16. It appears that the management team at CHW did receive information from you that the unit wasn’t opened up in order to make a proper diagnosis and this information has been submitted for review. Please call CHW customer service team directly with any questions at ###-###-####.   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 we do see that the failure was with the actual tank itself as you stated when you placed the claim into the customer portal.  “You stated that the water started to leak”. Per our policy, we do not cover the actual tanks due to the fact that they do not have a mechanical function; they are a holding vessel for the water.  Regardless that this could have been a normal wear and tear it is a specific non-covered item in our policy.CHW does urge customers to review the policy that can as stated above can be found online or through the customer portal that you placed your claim through.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 [redacted]
Upon review of your policy, we do see that CHW has assisted you with $1566.92 in approved claims.  If a claim is submitted to us, we have to compare against our policy, if it is covered per the terms of the policy, we will cover then claim as we have for you.Upon review of your claim for your Air Conditioning System, we do see that the failure was due to a lack of proper routine maintenance. The records that you had provided to us show that Freon was added to the system each time. This indicates that there is a leak and by adding Freon was not fixing the issue. Per our policy, Section F. #12 states that we do not cover failures that are caused by a lack of proper routine maintenance. As a goodwill gesture CHW did authorize $350 towards the repair of the system.
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 www.choicehomewarranty.com/useragreement.Upon review of your claim, it does show that your compressor shorted to the ground.  There are many ways that a compressor can short to the ground.  The unit could have had a power surge, lighting strike, over heating or a leak.  All of which are not covered under our policy and all of which are not considered normal wear and tear. A unit cannot run without Freon, it will make the compressor fail and in this case it did.  Please review Section A. #2, states that CHW will only cover failures that are of normal wear and tear.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,Choice Home Warranty

Complaint: [redacted]
I am rejecting this response because: You were not told the unit arched. I spoke to the service provider. He told me before we even started you would reject the claim. It a shame your Reps. assume what has happened to benefit you and not your customers.  I was lied to when I was looking at your service. I posed different issues and was told they would be covered.  I want all my money back and the money spent for the service call. $75.84 fir the 2 months service and the $60.00 service call, total :$135.84. I expect it sent in check form as you no longer have access to my bank account.  I will Not recommend your service to anyone!! A default by the manufacture and you flat out deny any type of a fix! your service is unacceptable!!  Ill expect payment within 10 business Days, by May 26, 2017.   [redacted] 
Regards,
[redacted]

Dear [redacted]Please be advised that this is your first washer claim with Choice Home Warranty.  In order for the technician to properly diagnose the system, he would need access.  Unfortunately this technician does not provide the access.  You are entitled to contact your own technician to provide us with the diagnosis.  Please keep in mind that “access” is not covered by CHW.  If you choose to hire your own technician, please have the technician call us directly with the diagnosis – no repair should be made without contacting CHW.Your technician can contact our Authorizations department at [redacted], Option 5 and then 1.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
As has been typical of the prior communications with the company, they continue to repeat the standard lines that the item is not covered based on particular terms of the agreement, but they fail to actually read or listen to the actual words that are being spoken/written by the consumer. I had indicated in all my prior communications that the technician on the job site stated that the item where the leak occurred was not indeed rusty though the surrounding areas were rusty.  There is no requirement  in the policy that there be no rust on the covered part but rather the rust has to be the cause of the malfunction which is clearly not the case here. I have invited the company to hire their own technician to perform their own leak test and for their technician to see with their own eyes that the cause of the leak is not due to rust.  This request has been consistently ignored.While I have every hope that this matter be resolved amicably, I am prepared to file a complaint with the New Jersey Attorney General's office if this matter is not resolved.   Regards,
Efrem Wietschner

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at [redacted] Upon review of your policy that began with us on 4/11/16, we see that you placed a claim on 4/23/16 for the AC System.  The technician advised us that the failure had been something that happened in a long period of time.  Being that the policy had just begun with CHW, this means that the failure that you had could not have  happened within the time period of the policy start date.  Per the policy, CHW states in Section A. Coverage #3 that all units must be in proper working order the start date that the policy starts.  We do not cover any failures that pre-exist the start date.  We provide 30 days before the policy starts for you to ensure that all the units in your home are in proper working order.  Per our policy, Section F. Limitations of Liability #1 states that we do not cover failures that are known or unknown to the policy as well.  Since you disagree with the policy, we are offering you a full refund of the paid amount of the policy. You have made two payments to us for $39.17 in which we are willing to provide back to you.  Please contact our office and they will provide you with the proper paperwork to sign. 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

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 the claims were responded to accordingly in connection with the established policy. In section Letter F, number 8, we are not liable for repair of conditions related to rust and corrosion.   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:This is not an easily breakable switch within the unit. Someone has to have had access to that area of the unit in order to break the switch. Your tech from [redacted] left me with an oily mess. Choice chose a risky and cheap way to fix the earlier problem with the propensity to cause this much bigger one, due to the proximity of the  fixing, and caused all this havock. Choice is responsible for this situation. I am a 62 year old woman who needs action, no more excuses. I don't need an apology either.These are other notes concerning the inappropriate repair done by [redacted], the contractor who is responsible for the damage in my unit:The (recent) Choice Home Warranty representative (who explained what was wrong with the unit) called. He told me that the report stated that a bad “Pressure Switch” was at fault. This is a quote: “Since a pressure switch isn’t something that is supposed to break, this can’t be considered normal wear and tear.”   The repair notes from the service tech for the company who diagnosed the whole problem (and not [redacted]) does not mention a broken pressure switch. It talks about a high pressure capillary tube. Choice is wrong in their statements. This is not a wear and tear issue. Why pay a company that will subcontract for bad service? 
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. I would appreciate a direct number and a name of whom I should discuss this refund with though. 
Regards,
[redacted]

I made a mistake on this claim, I meant to say :  CHW did offer you a full reimbursement due to the emails that you sent to us, we saw how upset you were and wanted to assist.  It does go against our policy to cover failures that are caused by rust or corrosion.  This would be the reason for CHW to ask you to sign a release agreement.  If our company is going to cover a unit that normally would not be covered per the terms of our policy, we would expect the customer to be happy with this resolution. Once you sign up with our company, you are provided with an email that welcomes you to CHW and it provides you with your new policy number, you then can go online to the customer account center and place that number along with the email address you have and you would be able to see your own policy.  If you had not received the Welcome email you could have just simply gone online to our website and reviewed the policy that is there for anyone to view. Section F. Limitation of Liability #1 and #8 state that CHW does not cover failures due to rust or corrosion.  If the unit has failed due to this reason, it is not covered under our policy. We do regret that you feel that you were lied to or deceived on the contrary it is documented in our policy that we did provide to you 30 days prior to the start date of the policy.  In the first 30 days you are able to review the policy and if you disagree with the terms and conditions you are able to cancel for a full refund. Once the policy begins, we then believe that you have read the terms and conditions and agree to them.CHW

Your claim has been reviewed and it has been handled accordingly. The valves outlined in your claim are those that are connected to the faucet body and are not covered. We do cover the valves that control the water pressure, however, these are not those valves in accordance to the technician’s diagnosis. A call was placed to the technician to verify and the technician confirmed it is the faucet body that needs to be replaced and that is not covered.  Regards,CHW

Dear [redacted],We regret to hear your frustration.  Please be advised that our policy states in Section Letter F, Number 16, that “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost…”Our Sr. Claims Specialist offered you funds...

towards a new dishwasher in the amount of $250.00.  You accepted this offer.  We strive to provide the best customer experience, therefore as a goodwill gesture, we will offer you an additional $50.00 making the total $300.00To accept this offer, please contact us directly 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,

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. We do regret your frustration with this claim and we do understand that the unit does need to have a new air handler.  CHW is offering to provide you with the cost of the new air handler in the amount of $350.00.  Per our policy, we do not cover failures that are caused by rust or corrosion please see Section F. Limitations of Liability #1 and #8. If you would like to accept this offer, kindly contact CHW and we will place the authorization for you to receive a check. Please contact us at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Regards, CHW

Dear [redacted],You purchased your policy on 1/2/17 which became effective on 2/2/17.We contacted you via email on 3/3/17 requesting updated information, in which you advised us that you would call in to give the update. We never received a request to cancel your policy.  If you...

would like to cancel this policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST. CHW will honor your request and refund the $143.32.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 the heat pump system was low on Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.  You agreed to the technician performing a leak test.Based on the leak test results, it stated that the leak was coming from the reversing valve.  Per our policy, Section Letter D, Number 5, CHW does not cover valves.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 $150.00 towards the repair.  You accepted this offer as of 8.22.17.Please allow 30 days to process before your check is mailed out.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW