Bass Services, Inc.

Dear Megan [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 apologizes for the ordeal you have endured. It has been requested that the cancellation team reach out to you. You may call them directly at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

the business actually resolved to my satisfaction and I would like that noted so it doesn't hurt them.

Dear J[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 shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”Please note that your coverage effective date was July 1 and the last time you stated your unit was working was July 10, 2017.  This failure could not occur in the short lifespan of your policy.  Our policy states in Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions.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 claim, I do see that CHW had advised you that the unit had secondary damage and we did cover part of the repair as that was the initial problem; you were responsible for the secondary issue.  Per our policy, Section F. Limitations of Liability #19, CHW doesn’t cover repairs related to secondary damage.  Since you have already cancelled your policy, we are not able to assist you with any goodwill offers towards this claim and also we did wave the cancellation fees stated in Section L. Cancellations This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. 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 Us.  All cancellation requests must be submitted in writing.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.  Best 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 .  I do see that you had opened your policy with CHW on 5/2/15 and you placed your claim for your washer 2 days after your policy started on 5/4/15.  Choice Home Warranty sent out [redacted] Appliance Services who advised us that because they thought the unit was under manufacture warranty, you would not allow them to touch the unit.  We did request them to go back to your home but they declined, stating that they refused to go back to your home.  Since we did need a technician to go back to your home after we did find out that you had a one year warranty but that was in 2011, we then dispatched [redacted] Service & Repair to come to your home.  Tommy the technician stated to CHW that your unit had multiple failures, including: unit control has shorted relay, door lock assembly shorted & cold water valve will not open.  These failures cannot happen within the 2 days of the policy being active.  Per our policy, you must come into the contract with all units in proper working order.  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 always want our customers to understand that all policies have exclusions and CHW does follow our policy.  We do our best to assist the customers and approve claims that are submitted to us.  We do apologize for your frustration with these claims.  CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:I was standing right next to the Technician when he was looking at the furnace and he told me it was in great shape for the age of the furnace and there was no rust, only discoloration. He also said there should be no issue getting the furnace replaced under warranty by Choice Home Warranty. After the claim was denied, I called the Technician and he said he didn't understand why it was not covered as he has seen others in a lot worse shape than mine that was covered. The pictures that were supplied to Choice Home Warranty do show discoloration, but no rust. What does Choice feel a 30 plus years old furnace should look like? I also had another furnace contractor come out and replace the furnace as it is winter in IL and I can not go with out heat. He also stated the furnace was in remarkable shape for its age, and failure of the furnace had nothing to do with maintainence, but rather the age of the materials. I am not sure who at Choice Home Warranty looked at the photos, but they mistook discoloration for rust in error. I do not accept this denial of coverage because of something your technician saw in a photo when I had two separate heating contractors tell me the furnace was not rusty and was a normal failure for the age of the furnace. If the first Technician sent you a email or something of that nature stating the furnace has rust, please disclose that as it is contrary to what he told me on the day of inspection as well as what he told me the second day when I spoke to him on the phone   [redacted]

Dear [redacted]We regret to hear your frustration.  In review of your policy, it was cancelled as of July 13, 2017.Please see Section Letter L of Cancellations as you were not entitled to a refund. This is a maintenance agreement for repair, replacement, or partial replacement of the...

products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. 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 Us.  All cancellation requests must be submitted in writing.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 it appears that CHW did cover the capacitor under the terms of the policy as it was a mechanical failure due to normal wear and tear. However as outlined in the same policy, section Letter F, number 8, we don’t cover repairs related to rust and corrosion. It was due to the buildup of rust and corrosion that the technician recommended a new unit.     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 http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your claim, I do see that you filed a claim for your Air Conditioning system but it was not covered due to a lack of routine maintenance, we have it not covered due to rust and corrosion.  The end result of rust and corrosion would be a lack of proper routine maintenance which both are not covered in our policy.We do not have any documentations of this account that you would like to cancel, we do see that on your previous account you stopped paying and were behind 10 payments then we cancelled you ourselves. This was for policy [redacted] that you purchased on 10/24/13 and was to begin on 11/24/13.  The policy that you are referring to is policy [redacted], that you had paid $38.00 a month for.  Per our cancellations Section L. you would not be entitled to a refund since you had our policy for the amount of time and had coverage. I will have a manager in the cancellations department contact you in regards to cancelling the policy but in regards to your claim, this is a non-covered failure that CHW will not be able to provide the funds for.We urge all customers to take the 30 day grace period to review their policy and contact us with any questions that they might have.  This grace period is also the time that you should have all the units checked in your home and ensure that they are in proper working order for the start date of the policy as stated in Section A. Coverage #3.We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Records indicate that a credit in the amount of $950.02 was placed on the credit card on file on July 18. It appears that you have been working with a manager to have this resolved as you haven't received the funds. Please check with your local bank while CHW works on having this issue resolved for you.  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 policy is available online for all customers. Additionally, the policy was mailed and emailed to the address and email address on file. This gives the customers an opportunity to review the policy to determine if the coverage will meet their needs. The claim for the air conditioning unit which was not cooling properly wasn’t a covered claim. Per the policy in section Letter F, Numbers 1 and 8, rust and corrosion aren’t covered in the policy. Based on the diagnosis received from your technician the coil was rusted and that contributed to the leak.   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 the claim was handled properly. The compressor of the unit failed due to internal windings shorting to the ground. This is a failure that occurs from the compressor overheating-damaging the internal windings and shorting the compressor. This is not considered normal wear and tear. In accordance to section Letter A, Number 2, CHW is responsible for repairs related to normal wear and tear. CHW doesn’t require that maintenance records be submitted, however, in an attempt to assist, you are invited to submit the maintenance records to allow your claim to be reviewed in an attempt to receive a more favorable outcome. It appears that the CHW team has been working with you in order to assist with a resolution of the claim. Please call the customer service team at CHW 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],   We regret to hear your frustration and dissatisfaction with CHW.   Please be advised that a CHW Customer Solutions Specialist will contact you regarding this matter.  Otherwise, if you would like to move forward and cancel your policies please contact us...

directly at ###-###-#### Monday-Friday 9AM to 6PM to complete your request.     Regards, CHW

Complaint: [redacted]
I am rejecting this response because: I have submitted 3 Air Condioning problems for repair.all the diagnosis came up with compressors not working correctly .You have denied all 3 Air Conditoning repair claims for various suspicious reasons in your policy manuals.Offering Air Conditoning repair to customers and denying claims for variousresons is misleading customers into thinking there are covered in the event of a Air Conditoning failure.What would satisfy me is that If you at least repaired or replaced 1 out of the 3 submitted Air Conditoning repair claims by having the compressor repaired or replacing the complete unit at [redacted]. By doing this good faith gesture, this will make me believe you are working with people when there are misunderstandings regarding claims and coverage.
Regards,
[redacted]

[redacted],Thank you for the letter from [redacted] however we cannot accept a letter that states that there could have been maintenance done for a unit. We would need to see that actual records that you have had for the past 3 years to show that there has been routine maintenance, that it was not just for repairs and that you have the 21 point check list completed.Once you have them together, please send them to [redacted] and we will have our authorization department review it.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
This company is not a Warranty Company. I have been hasty in my acceptance of the beginning reviews and rating of this company. This fine print shows this company to warranty nothing.  6. WATER HEATER (Gas and/or Electric)INCLUDED: All components and parts, including circulating pumps, except:EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters. As you can see from the fine print nothing is covered. This is for many house hold items. I will make sure this company's true colors are known by everyone within a earshot of my voice. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
This is the problem with Choice. They reject things and don't call you back or research things. As I CLEARLY stated there are TWO (not one) outstanding claims they rejected. They did not do research on either. Regarding the stoppage it was ground level accessible. They can (should!) call the plumber to confirm. The receipt clearly states that they snaked the system  
Regarding Claim number [redacted]They also rejected that one, even though the item was clearly included in the same paragraph which states:PLUMBING SYSTEM/STOPPAGEINCLUDED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots - Toilet tanks, bowls and mechanisms (replaced with builder’s grade as necessary), toilet wax ring seals - Valves for shower, tub, and diverter angle stops, rinses and gate valves - Permanently installed interior sump pumps (last one).I have also asked them to send me in writing the rejection - they have not.I then told them that if they continue to reject I want Section G - mediation - I want a 3rd party mediator. They continue to ignore that request.   
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 our web site at [redacted].
Upon review of your claim for your AC unit, the technician did a leak test and found that the unit was low on Freon; he stated that the leak was coming from an area of rust. Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover failures due to rust. Also, this policy started on 5/7/16, the claim was placed on 6/4/16 a little less than a month after the policy began. This area of a leak that was caused by rust could not have happened within the short lifespan of the policy. Please see Section A. #3 that states “all units must enter the policy in proper working order”. CHW isn’t responsible for repairs that lack proper routine maintenance however. We did offer to assist you in the amount of $150 which you declined.
CHW cannot cover a claim which is specifically from rust or corrosion.
We do regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our policy.
Regards,
CHW

Dear Mrs. [redacted],Per our policy, Section F.#9 states that CHW will not replace a unit within the first 30 days of the policy.  CHW did review the claim and did see that failures and the start date of your policy.  Per Section A. Coverage #3 states that all units must enter the policy in proper working order.  This unit failed within 1 day that you had the policy.  CHW was not going to cover the cost per the policy’s restrictions.As a good will gesture, CHW will provide you with a refund of the funds you paid for this policy.  You made two payments in the amount of $39.69.We are happy to be able to provide a resolution for your concerns.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, you purchased the policy on 3/9/16; your policy did not begin until 4/9/16. Between the times that you purchased the policy, you are to ensure that your units and appliances are in proper working order. This is stated in the policy in Section A. Coverage #3.
You placed your claim on 4/23/16, less than a month after the policy began. The failures that you had to your unit could not have happened within the time frame that you had the policy active, if you had the unit in proper working order the day the policy began.
This claim was not covered per the terms of the policy also stated in Section F. Limitations of Liability #1. It states that CHW does not cover any known or unknown pre-existing issues. However, the failure on the unit was due to a door gasket which is an excluded portion of the policy.
We do see that you have already canceled the policy with us. We do regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our policy.
Regards,
CHW