Bass Services, Inc.

: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 started on 4/20/15, we see that you placed a claim for your washing machine on 4/24/15; 4 days after the policy started.  Per CHW’s policy, all units must be in good working order once the policy starts.  Please see, Section A. Coverage # 3. 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.We are very sorry for any inconvenience in regards to this claim; our policy is very specific where as we do not cover known or unknown pre-existing conditions.  Since you have cancelled your policy, I would not be able to offer you a refund.  Our cancellation process dictates that you would be responsible for a $50 cancellation fee if you were to stop the policy.  You had only paid $33.75 for the policy therefore, leaving nothing to be refunded.  Also, per our policy you are expected to pay the service provider the service call fee upon diagnosis of the unit.  This money does not go to CHW but to the provider that came to diagnose the unit.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,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]

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 claim [redacted], I do see that we had sent out 2 different technicians to your home.  The first technician stated that the unit lacked proper maintenance that the unit was leaking due to rust or corrosion.  Because that technician documented “PM” on the invoice for you; you requested a different technician and CHW did send out a second technician. We received the second diagnosis and it was confirmed that the unit was rusted and leaking Freon from the coils.  This is a lack of proper maintenance as required by the policy.  CHW does require that all units be properly maintained by the specifications of the manufacture.  Having an inspection of the unit does not clearly show if the unit has been maintained properly.  An inspection will show if the unit turns on and off.We did advise you of the following terms of our policy as to why the claim was not covered. Please see below:Section F. Limitations of Liability: 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.Unfortunately, being that you did not pay for the service in advance, you were paying monthly for the service; if you used it or not your payments were monthly.  CHW only gives a pro-rated refund to customers that have paid for the policy in yearly terms.  I do see that Russ did give you a goodwill gesture of the last payment that you had placed.I do apologize for any frustration that this claim has 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, ate

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 do see that you were provided with a policy via email as well has hard copy in the mail showing what we do cover and what we do not.  Per our policy, we do not cover tankless water heaters. The claim that you had submitted to us we were not able to cover due to this reason.  Please see Section D. Coverage #6 of the policy.I also see that we did provide you with a one time free service call fee that was placed on your policy as a goodwill gesture to assist you with the service call fee that you had given the technician for this claim.  If you would like to cancel your policy, please refer to Section L. Cancellations of the policy and see that we do charge a $50 administrative fee and then will provide you with a refund of the months that you have remaining.  Since the policy has been in effect for longer than the 30 days after purchase, we are not able to provide you with a full refund.We do hope that you do reconsider and review the policy, we are always willing to assist with questions pertaining to the coverage.Thank you,CHW

[redacted]
I am rejecting this response because: when I called and got the service my unit was working fine. I cannot predict when the unit will fail that is why I picked up the warranty. Now prior to me coming to Choice I was with another company and they serviced unit twice adding refrigerant and inspected unit and found nothing wrong other than the unit low on refrigerant. Now I go with choice and all of a sudden they come up with lack of maintenance. It's not good business. And after reading reviews and complaints found they were sued for this very thing. My next step will be consumer protection.

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 with CHW, we do see that we have assisted you in $335.00 in authorized claims, since your start date of 3/25/16. After reviewing the claim for the water heater, it shows that the part is no longer available. Per our policy, Section F. Limitations of Liability #9 states “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.”
CHW provided you with a check in the amount of $205.00 for this part plus labor. This amount was not to cover the tank itself due to the exclusion stated in Section D. Coverage #6, CHW does not cover the tanks.
If you would like to cancel before the check is received, our system will stop the check from dispensing. However, we will not charge you a cancellation fee of $50.00 if you chose to cancel the policy.
We urge all customers to read the policy and if there are any questions, please contact us for clarification.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

[redacted],Although this is normal wear and tear, it is something that is excluded from our policy.  Failures that occur due to rust and corrosion, Section F. Limitations of Liability #1 & #8.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Thank you,CHW

Dear Mr. [redacted],The only other name that we have in this system for being the owner of the policy was the same last name as your but the first name was for a [redacted].  This policy has had several claims that CHW has covered and in reviewing the claim that you placed for the AC System, the invoices that you provided to us showed that the unit lacked Freon before the policy began; this shows that there was an issue with the unit.  However, we do see that the systems failures are due to a lack of proper routine maintenance. The records that were provided to us do not show that they are for cleaning of a condensing coil without the serial number of the unit that it was being cleaned.Per the technician, the unit’s evaporator coils inside the air handler was smashed from previous cleaning job.  The condensing coils were severely deteriorated and falling apart which was also where the leak was coming from.  Per our policy, we not only do not cover a lack of proper routine maintenance but we do not cover failures that are caused by rust or corrosion.  The leak stemmed from the severe deteriorated parts that caused this unit to fail, although this is a lack of proper routine maintenance and we do not see that there was proper maintenance done, the fact that the unit failed to a non-covered portion of our policy Section Limitations of Liability #1; we would not provide coverage for this claim.Since you disagree with the outcome of the claim, hence the policy we are offering to provide you back one month of the payment that you paid to us and we would cancel the policy.If this is something that you are interested in, please contact us and we will have this goodwill gesture documented so that the customer service could provide the proper paperwork to you.Thank you,CHW

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

Complaint: [redacted]
I am rejecting this response because: as for the septic it was I'm proper working order when the policy went into effect. Two days later it happened to go out. As per our county regulations we have to keep maintenance on the septic system and could show that it has been maintained. Have you ever had a battery die on you that you just bought because of a bad cell.... things happen and YOU cannot predict when something is going to go out nor can your office state "it's an ongoing issue" when you have no idea you haven't seen it you ASSUME. Your company makes the customer wait 30 days but you take money right way. So technically I paid for service I never got!  You advertise that there is no need for inspection as long as it's in working order and properly maintained.  Mine was. You also advertise no matter how old the equipment is. .. that is false too because then you claim "pre-existing". Not to mention a couple of vendors you tried to send were either from out of the service area, were for the wrong type of service,  or the vendor didn't want to work for you because of prior issues with your company not wanting to pay them. Your customer service is awful most employees are rude to your paying customers as well as rude to the technicians. I guess if it happened a month later there would have been another reason for the company not to pay it.  Life happens unexpectedly. Like I said yes the policy started on the 5th and unfortunately my alarm on my septic went off on the 7th. FYI this party that's needed cannot stay broke for a long period of time otherwise you're fined.  Don't claim great customer service when your company lacks it. It's unbelievable that you hold a $50 cancellation from services that were never even used.  
Regards,
[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 our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy, you had a claim for your oven cook-top on 9/23/13 and CHW did replace the parts of your oven. The parts at that time excluding the labor and the tax, your oven now has the same parts failures and CHW is offering you more funds towards the parts than previously in 2013.  Since we do understand that the parts may have gone up since then, we are willing to increase the amount to an even $300.00 for the amount that we would send to you. Our authorization department did not base the amount according to this; they based it on the national average cost of the parts. If you would like to accept this offer, please contact us as it is documented in your claim. We do regret your frustration with this claim, we do see that all the claims that you have had with us, we have covered and we do look forward to assisting you for future claims. Thank you, CHW

[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]

[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. Please inform the business to email me at [redacted] to complete this resolution if I can not be reached immediately by telephone. 
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 the compressor failed.  Due to your unit being a “sealed system” the technician who made the diagnosis, could not make the repair as he does not work on “sealed systems.”   We have dispatched Sears to come to your home on June 14, 2017, at no charge.  This was the earliest appointment they had available, however, you have been placed on [redacted] cancellation list, in case a sooner appointment opens up.We do apologize for any inconveniences this may have caused you, therefore please accept a one-time free service call fee for your next claim.  To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm ESTRegards,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 shows that the claim was handled in accordance with the policy. The diagnosis received for the water heater is that the tank is leaking. Section Letter D, Number 6 of the policy indicates that main, storage and holding tanks are not covered under the policy. The policy is located online and had been sent to you via email and mail when the policy was purchased.     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. Please note, that Choice Home Warranty did not receive a diagnosis for your water heater and in addition, did not authorize the replacement of your water heater. Per our policy, Section Letter C, Number 3 states “…We will not reimburse for services performed without prior approval…” We did receive a paid invoice for the cleaning of the thermocouple. If you would like for us to review this claim, please submit the detailed diagnosis to [email protected].    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.  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

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

I will accept the $34 refund for CHW[redacted]

I am rejecting this response because:
The two shut-off valves, which feeds cold and hot water to the shower were also replaced at $80. Why this is not covered?These shut-off valves are necessary to shut-off water to the shower so that teh vslve for the shower be replaced.I would rather had CHW paid $900+ to their own plumber rather than me going through this hassle and wasting Revdex.com and my time.