Bass Services, Inc.

Dear Darin [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 it was processed in accordance to the policy. Your claim for your Pool Spa was a covered claim, however the parts required for the filter were no longer available. In accordance to the policy section Letter F, Number 9 If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. As you are a valued customer, CHW offered $300 to assist with the repairs as a goodwill gesture and it was declined. Regarding the cancellation, records indicate a cancellation request was received and processed. It was done in accordance to the policy section Letter L, Number 4 which states 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 CHW. Based on the policy date and the fees of the claims paid, less administrative fees and pro rata refund, the refunded amount is correct.   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. A review of the claim shows that it was processed according to the policy.  This claim was originally covered as the diagnosis we received, stated that the evaporator fan motor failed and needed to be replaced.  This repair was covered by CHW.You contacted CHW advising that the unit was not working properly again.  We dispatched our technician back to the home to diagnosis the issue.  Based on the diagnosis that we received, it stated that there was a leak in the unit, which was causing the failure. Per our policy, Section D, Number 3 CHW does not cover “…Leaks of any kind…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  As a goodwill gesture, we have added a onetime free service call fee onto your policy.  This can be used on your next claim. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

At this time, CHW can offer you a full refund in the amount of $71.66 that has been paid for the policy. The sale date of the policy was 7/23/16 with an effective date of 8/23/16. The claim was placed on 8/25/16 and has been deemed as a preexisting condition in accordance with the policy section Letter A, Number 3 as all components and systems need to be in working order for the policy. The team can provide the necessary documents to have this refunded to you. Please call the customer service team at ###-###-####.   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].   The claim was handled according to the policy. Section Letter D, Number 6 indicates that storage or holding tanks aren’t covered. The plastic piece that needed to be replaced was covered by CHW. If there was an issue with the job that the technician did, that needs to be handled with the technician. Section Letter F, Number 19 indicates, “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”.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

I did not reply to the CHW's reply because they clearly are not taking responsibility for their unethical business practices.  We are still very unhappy with how they handled our claim, and did everything they could to not cover our claim.  We believe they should not be allowed to be in business as clearly many of their other customers feel the same way (based on online comments).

I don't accept it because they made me pay $740 for 13 months of service in advance and the two times I used them the first resulted in a leak in my basement due to a cracked pipe and the second was not covered.  I want a refund for 9 months of cancelled/unused service on the 13 month contract.  By my calculations that would be $510 credited back to me.

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]We see that you purchased your policy on 9/11/15 and the policy began on 10/11/15.  CHW provides 30 days before the policy begins to review the coverage and to ensure that all units are in proper working order. We also send an email when you sign up with the policy that you purchased.  This also includes ways to see the policy just as you did when you entered your first claim on 1/18/16.CHW does provide coverage for all units in the home and unfortunately as other companies do, we have exclusions to our policy. Again, this was presented to you when you purchased the policy also as stated above, anyone can view our policy as it is on our website for anyone to view.We do see that CHW has been able to assist you on previous claims for your air conditioning system on 11/2/15, Also, your plumbing system on two occasions once on 12/7/15 and then again on 1/2/16.On 1/18/16, we see that you had a claim for your heating system and that claim was not a covered claim because we do not cover the sub panel.  We also see that the electrical claim that you had with us has been suspended because we have not been able to reach you and find out if the technician assigned was able to resolve the issue you had in your kitchen.Per our policy, any time a technician is dispatched we do require a payment to that technician for the service call fee.  This payment is not paid to CHW but to the technician and then CHW does pay the remainder of the fee which is $100 plus their trip charge.  As a onetime courtesy we have added a free service call fee to your policy [redacted] for any inconvenience that you had endured.  Also, per the policy if you chose to cancel you would have to abide by the cancellations section of our user agreement.  You can find this in your policy in Section L. Cancellations.  This states that you will be provided a pro-rated refund for your policy and charged an administrative fee of $50. Please read the section before you chose to cancel.We do regret your frustration with this policy; however CHW is in full compliance with our terms and conditions.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/user-agreement/. In order to provide a long term solution to any future potential issues with this system, CHW has determined that the best course of action is to provide you with funds towards a new unit in the amount of $179.99.To accept this offer, please contact us directly at [redacted] Monday-Friday 8am EST to 8pm EST or Saturday-Sunday 9am-5:30pm EST.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: the AC was low in Freon. The service man then had to find out what was wrong and obviously checked for leaks. He informed me the company did not cover finding out what was wrong which resulted in my paying an additional 70 bucks for finding out what was wrong. The contract should pay that fee. Diagnosing should be covered in the basis contract. Also the AC was low on freon not " out of Freon. 
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.
Regards,
[redacted]

Mr. [redacted],The technician’s diagnosis was stated:That the unit is a [redacted], in the kitchen, a side by side unit that was in poor condition, has a partially clogged condenser coil and it failed due to a lack of proper routine maintenance.  You are welcome to contact him and have him provide you with the diagnosis that he provided us.  If you disagree with the diagnosis you are more than welcome to provide us with second opinion to be reviewed by our authorization team.  They can contact them by calling the toll free number and requesting authorization, once they have provided the information that they are a licensed technician they will take the diagnosis for the unit.As it was stated to us, this unit had not been maintained properly and the compressor failed as a result.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:The original website indicates that the water heater is covered and nothing else indicates that there are any exclusions.  After signing up with the program, an small pamphlet gets mailed and under the water heater it excludes a storage tank.  The water heater is a STORAGE TANK.  I have called other home warranty companies and their exclusion also says tanks, but when I called them, they clarified that the tank is not covered if it is damaged by some outside means, like an automobile hitting it in a garage, etc.  This is just a scam to get prospects to sign up and take their money.  I have checked and found out that there are more complaints against this company in New Jersey than any other company.  I find this very unethical and not very business like on behalf of this business.  Choice Home Warranty should come clean and accept their responsibility.  I have a relative that had a similar warranty program with [redacted] and they covered his leaking water heater 100% less the deductible (service charge).
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. 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 agreeance.  If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review.  If the records show that your system has been properly and routinely maintained, we would adjust the claim accordingly.We regret to hear your wish to cancel.  If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST and speak with a Customer Solutions Specialist. 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].   The claim was not covered due to the diagnosis presented by the technician who provided a second opinion. The rear outer tube had a hole in it. This is not something that would occur with normal wear and tear and as a result wasn’t covered. This is outlined in section Letter A, Number 2 of the policy. The service call fee is $45. Please accept the apologies of CHW that you didn’t receive the necessary change from the cash that was paid to the technician. Please reach out to the technician to obtain the necessary change.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],CHW did provide you with a credit for April and refunded you the $37.50 however we will go and provide you back 2 months prior to that to give you an extra refund of $75.00.We do thank you for allowing us to assist you with the issue and help resolve it.We wish you all the 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 [redacted]   A review of the claims indicates it was handled properly. The claim was initially placed on 11/1/16 (claim # [redacted]). The contract effective date was 12/1/16 so the claim couldn’t be processed. As a result when the claim was placed again on 12/3/16, it was known that it was a preexisting condition which in accordance with section Letter F, Number 1 of the policy is not covered. However, CHW values all customers and wants to be able to have an opportunity to keep all customers and assist when can, as a result the claim was covered as a goodwill. Records indicate that a response was sent to your email that you sent on 12/6/16 at 3:48pm EST asking you to please call the CHW customer service team at ###-###-#### if you would have a need to discuss the claim further.   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]  We do apologize for any rude behavior that you had to endure from anyone in our staff.  I will bring this to their managers attention. In reference to your claim, I do see that we have the technician coming to your home today and that the unit will be fixed.For the trouble that you have experienced, I have placed a onetime free service call fee under your policy.  Please accept my apology and if you should have any further issues, please contact me directly at [redacted]Best regards,[redacted] M.

Complaint: [redacted]
I am rejecting this response because: This is not a resolution and definitely not your policy.  Your definition of "Your Policy" is to Deny an honest claim. Your company sent out a general contractor and NOT a HVAC licensed individual and even himself said it was a compressor due to age but then he tried to rig it as a temporary fix until he reported back to you.  I had a reputable licensed HVAC company come out and PRIOR to his diagnosis he must undo the rigging your tech did.  Upon his findings, again it was the compressor but since the compressor cost was substantial vs a new unit I went with a new furnace and a/c unit.  This was the reasoning for my decision to acquire a home warranty in the first place however I didn't realize your company was so Dishonest .  I have spent 5300.00 for a new unit plus the 800.00 I paid you to cover things like this.  I am consulting with an attorney to take this to small claims court, so unless you can determine an honest, reasonable resolution then will proceed with his advice.
Your company is  the most unorganized company I have ever dealt with.  I received an email a few days ago to contact them regarding my claim, I did so today and after holding for 35 minutes I got ANOTHER rude lady.  I literally laughed when she said " we have decided to move forward with your claim, do you even know what is going on within your corporation? 
Regards,
[redacted]

I will accept the $34 refund for CHW[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 policy that began on 7/29/15, we do see that you placed a claim for your Plumbing System on 8/6/15.  CHW dispatched a service provider to your home and it was stated that the toilet in the hall bathroom was leaking and the flapper flush valve and fill valve were not functioning properly.  The technician explained to CHW that this failure takes time to happen and could not have happened within the short period of time that your policy was in place ( 8 ) eight days.CHW did advise you of this on 8/11/15 that per our policy Section A. Coverage #3 states:Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.You do have 30 days prior to the policy’s start date to review the coverage and ensure that all the units in your home are in proper working order.  If within these 30 days you decide that this policy is not for you, you can receive a refund.  Since your policy has been over the 30 day period, you were not able to receive the refund.  I do see that you had chosen to cancel your policy with us.  Unfortenelty, we are not able to assist with this claim or the policy.Our policy does state in Section F. Limitations of Liability #1 that we do not cover any known or unknown pre-existing issues. This means that when entering the policy, although you may not know that the unit is failing, it may not be covered because it was failing prior to the coverage start date.  Again, this is why we allow 30 days for the coverage to begin and we post our policy online in case you have not received your booklet in the mail.  You are also able to use your policy number along with the email address for the policy to view your own policy under the account center online.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  We do appreciate your feedback about the plumber as this is not acceptable that he would state this about CHW since we do cover 90% of all claims that are placed.Best regards,CHW