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 www.choicehomewarranty.com/useragreement. A review of the claim that you placed for your refrigerator shows that there is a Freon leak on the sealed system and it caused the compressor to overheat and go bad. Per our policy in section Letter D, Number 3 states that Freon is not a covered item. The damage to the compressor is considered secondary damage, based on the Freon leaking in the sealed system causing the compressor to overheat. The secondary damage is not covered in accordance to the policy section Letter F, Number 19. CHW’s policy does offer replacement, however, that is only applicable to claims that are covered which this claim is not per the terms and conditions of our policy.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.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 .  We have reviewed your claim for your AC and do see that we advised you that CHW would not be covering the cost of the repair.  You chose to use the technician that came to your home each time and per our policy, Section F. Limitations of Liability #19 states that CHW is not responsible for the negligence of the technicians.  This was a non-covered claim and since you chose to use the technicians that came out, you are responsible for the issues that arose. If this were to be a covered claim or not, we are not responsible for the technicians as they do warranty their work for 90 days.We do see that you placed 3 claims with us for this unit and all 3 were not covered.  As a goodwill gesture we have placed 2 free service call fees under your policy for any claims that you have for the future.We do regret your frustration with this claim however; CHW is in full compliance with our 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 Upon review of your policy, we do see that a claim for your Air Conditioning System on 3/21/16 and the diagnosis was provided to CHW stating that the unit was low on Freon; it was close to being empty. The unit itself holds 14 lbs of Freon and it was missing 12 lbs of Freon which it was discovered that the plenum box coil was what was leaking.  It was also discovered that the unit’s coil was filled with dirt and debris which caused the failure of the unit. When dirt and debris lay on the face of the evaporator coil deterioration of the evaporator coil develops from a lack of proper maintenance/ this deterioration causes Freon leaks to develop This is something that is not CHW covers per our policy in Section F. Limitations of Liability #12.  Our policy states that we do not cover failures that are caused by a lack of proper routine maintenance. We did advise you to provide us with maintenance records and we would review them.  Rather than sending in anything for us to review, you chose to cancel your policy with us. We advised you that the 4 payments that you made in the amount of $46.67 would be the only payments that would be paid and no other payments would come out as of 4/5/16.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 don't have an issue with the technician. My issue is with your company. My claim was about an ice maker on my refrigerator and your company knew when I opened the claim that this is something not supposedly covered. Your representatives went ahead and filled a claim knowing that it would be rejected and I was charged a fee for a service that your company knew they do not or would not cover. You knew this and acted like it was covered to get me to spend money I didn't need to spend. I want the $45.00 back from choice home or a credit towards another call. We are starting off with a bad start.   
Regards, [redacted]

Dear [redacted],In a recent review of your policy, we are glad to see that you decided to keep your policy open.If you have any further questions or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: this organization has entered into a contract with no intention of honoring this section of the contract as evident from the 100+ other AC complaints now on the Internet.  I will be peaking a class action suit similar to the other suit that was settled in 2015.  The practice of this company has not changed and hiding behind the fine print of a contract without proof of negligence will not be allowed to continue
Regards,
[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 claims, I do see that both of your units were deemed denied per our policy.  Claim # [redacted] that was placed on 05/13/15 was not a covered claim due to the fact that CHW was advised by the service provider that the condensing coil had a non-repairable leak.  Condenser coils are built to be very durable being designed to withstand weather and temperature extremes and with proper installation, care and routine maintenance the can last decades normally outlasting every other part in a condenser. So that being said, Non-repairable leaks in condensing coils less than 30 years old are caused mainly due to a lack of proper routine maintenance, yet can also be caused by an improper installation or improper previous repair or design, and in rare instances a manufactures defect which would usually occur while unit is still covered by the manufacturer, the only other way would be physical damage, from lawn equipment, hail etc.  I have attached the pictures of this unit that was sent to us and you will see that there is physical damage as well as rust/ corrosion on the unit.  If this unit was maintained properly, it would have lasted a lot longer than the age it was when failed.  Also, please note that having an inspection is completely different than having maintenance.  An inspection will see if the unit turns on and off, does it get cold or not.  That is all that an inspection is, whereas the maintenance technician would use preventive methods that are specified by the manufacture to ensure the unit is working properly.  Your second unit that you placed a claim for, claim # [redacted] was denied due to rust or corrosion.  I have attached the pictures for your review.  CHW does not cover a unit that has a failure due to rust or corrosion.  This is stated in our policy in 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.CHW states in the policy that they do not cover routine maintenance that is the customer’s responsibility to make sure that this is completed.  Per Section F. LIMITATIONS OF LIABILITY4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.8. 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.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. You did state that you had your unit maintained; why would you not offer to send in the records and just cancel the policy? If you had sent the records into CHW, our authorization team would have reviewed the claim.  Unfortunately, you have chosen to cancel your policy with us and providing the pictures that the technician gave to us, we are unable to assist with either claims. We do apologize for any frustration that these claims have caused and we are very sorry that you chose to cancel with CHW.  We do thank you for your feedback as this is always helpful for our customer service and service providers.Best regards, Tracy CHW Consumer Advocate

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 dishwasher claim, we confirmed the diagnosis of a bad control board and a failed touch panel. We were advised that the repair of the unit exceeded the amount of the actual unit, therefore we provided you with funds for the replacement of the unit.  The amount that we provided to you is based on national wholesale pricing.  Please refer to the policy Section F #16 that states: “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.”We process all checks through an automated system, which may take up to 30 days to complete.  In the event of policy cancellation, any outstanding checks will not be processed, as the system will only process checks for active customers. 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]   CHW continues to work diligently to assist our customers by decreasing our wait times. Due to our recent growth, we have a high volume of incoming calls and want to work effortlessly to handle all of the calls. Please accept our apologies, however your feedback is very valuable and will be used to increase the level of customer service provided. After reviewing your claim it appears it was handled in accordance with the policy. If you have any questions please feel free to call the customer service team at [redacted].   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].   It appears a refund in the amount of $1,449.97 was credited to the card that was on file on July 7, 2016. On July 22, 2016 you were informed that the refund had been sent and that you should contact the bank as the funds have already been released to the bank.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Also in the policy, section Letter E indicates the optional coverages which require additional payments and contains that information. Section Letter D, Number 3 states that leaks are not covered under the policy and section Letter F, Number 19 indicates that secondary damages are not covered. These are in the policy. Records indicate that you expressed a concern that you weren’t in receipt of the policy. The policy hasn’t been modified, it is the same that you referenced in this complaint. CHW will also make arrangements to have one emailed to you directly at the email address on file as well as mailed to you for your records.  If you have any questions, please feel free to call the customer service team at ###-###-####.   Regards, CHW

I am rejecting this response because:
First,I was told $30 fee, now you say $35..this is the sort of run around CHW constantly does.  I, no more than you, can be responsible for the US mail....you can check and see the check has not cleared the bank, therefore it is your responsibility to reissue the lost check at no charge to the victim.....Me!!
Regards,

I am rejecting this response because: the 100$ credit has not been made to my credit card yet as of  7-9-15 @ 10:30 am.

In accordance with our policy, section Letter F, Number 9, We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color.  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 both of your claims, we advised you and it is on the reimbursement form that CHW requires the technician to contact CHW before any work is completed.  We did advise you that if the work is authorized, CHW will provide you the amount that we would pay for the unit to be fixed.  Please refer to your policy and note that CHW is not an emergency service and therefore we do not pay for pricing for one.For the AC claim, we do see that CHW is reimbursing you at our rates regardless that the work was completed without authorization as it is stated it needs to be in Section C Service Call, #3.  CHW did reimburse you and as a good faith offer they did not charge you for the $45 service call fee of $45.  However, since this would have been a covered claim, as a goodwill gesture CHW is offering to provide you for the full amount that you paid for on the Air Conditioning System claim.  We will authorize the check for you today ( 6/27/16) for the total amount that you paid $276.85, however we are not able to provide you with a reimbursement for the Refrigerator due to the fact that the invoice that was provided to us showed that maintenance was done to the unit.  Per our policy, CHW does not cover any maintenance.  The condenser fan motor needed to be replaced and rewired due to the dirt and debris that was found inside the unit.We are happy to assist on any claim that is covered per the terms and conditions of our policy.Thank you,CHWWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted]We do regret your frustration however our policy does not cover this type of failure.  Also, per our policy, we do not cover the amount that you are asking.  Our offer does stand for $300 as a goodwill gesture.If you would like to accept this final offer, kindly contact us at ###-###-####.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] Upon review of your claim, your claim was handled in accordance with the guidelines in the policy as outlined in section Letter F, number 12. Repairs due to lack of maintenance are not covered. You did provide CHW with pictures that displayed rust and corrosion. These are not sufficient records to provide coverage to the claim. CHW is not a maintenance company so we wouldn’t have records of the maintenance to show that you had your unit service accordingly to ensure proper working. We do not require from our customers maintenance records, however, if you have records we will accept the proper maintenance records to review your claim. You may send this information to [redacted]   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],Could you please provide us with more information, please provide the address of the home that the policy was under at that time or if you have the policy number, which would be great.  We are unable to locate your policy with the current address you provided.Thank...

you,Choice Home Warranty

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].   There are multiple policies and the policy that has this addressed referenced doesn’t have a claim. Please verify the customer information to include the address as well as perhaps the claim number or account number.   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 for the dishwasher we do see that this has been resolved with a payment to you as it is stated in our policy, Section F. Limitations of Liability #16. “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.” And we provided you with $225.00 for this claim. We did advise you that the check would take 30 business days to process.
Please note, upon request for service CHW will dispatch a technician for you within 2 days on a week day, 4 days on a weekend and holiday’s however you are responsible to set up the appointment with the vendor to have them come out to your home. Please review Section C Service Calls.
We do apologize if anyone in our company was rude to you in any way, CHW does not condone that type of behavior and we will review the calls that you had with our company.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW