Bass Services, Inc.

[redacted],If you go through that booklet and you see Section D. Coverage you will see all the appliances and you will see exclusions underneath them also you will find Section F. Limitations of Liability and please review this section, it goes into detail what we cover and what we don't as well. A new water heater from a Lowes or HomeDepot will run about $300-$400 that does not include installation. That is why we offered you this amount. We do ask that you read the policy.Thank you,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

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

[redacted],Once you purchase the policy, you are then charged for the policy and are provided 30 days to review the terms and conditions.  If you disagree with the terms and conditions of the policy within the first 30 days, then you could at that time call us and receive a refund however we would not start the policy before the 30 days.  You did try to place a claim before the first 30 days which showed us that the failure happened before you purchased the policy.Please see Section A. Coverage #3 which states that all items that are to be placed under our policy will have to be in proper working order on the start date of the policy.We do regret your frustration however CHW is in compliance with our terms and conditions.  We have agreed to cancel your policy per the terms of the policy, Section L. Cancellations and you will receive a refund of $189.58.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: You are offering me $45 to cover something that your own contractor says its from normal wear and tear and would cost $1800 to replace; that sounds like an insult, please hold on to your $45, you might as well put on your website that the maximum you would pay out is $45. I would file a complaint with the Texas Real Estate Commission and Complaints and also reach out to the Attorney Generals office, you guys are deceptive. A simple search of this company on Google (which I should have done before signing up shows nothing but complaints. For a company as big as this, your reply to my complaint was full of grammatical and punctuation errors (that shows how important you really take this). You did not even address my second complaint of my Fridge.
Regards,
[redacted]

Upon further review of the claim records show that a leak test was required to isolate where the leak was coming from. CHW didn’t receive a diagnosis from Century Air Conditioning. CHW called Century Air Conditioning on 7/19 and 7/20 in an attempt to receive a diagnosis but was unsuccessful. After reassigning the claim to another technician, CHW received a call from Century Air Conditioning to provide a diagnosis. A leak detection test was needed to isolate where the leak was coming from in order to proceed with the claim. Leak detection tests aren’t covered in accordance with the policy section Letter D, Number 4. On 7/22/16 CHW received a diagnosis from the technician that there were multiple leaks in the Evaporator Coils and leaks cause rust and corrosion which are items that are not covered under the terms of the policy as outlined in section Letter F, Number 8. As a goodwill gesture, CHW did offer to provide $200 to assist with the repairs. That is still available. As far as you receiving rude treatment from anyone at CHW that is totally unacceptable and CHW extends their most sincere apologies for this treatment. There is never a reason for any of CHW’s valued customers to be treated in a rude or unprofessional manner. The goal is to make sure the issue is resolved. If you would like to take advantage of the $200 that is offered for assistance with the non-covered claim, please call the customer service team at [redacted].   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],We regret to hear your frustration and dissatisfaction with the technician.  We take your feedback very seriously therefore we have taken this feedback to our Vendor Relations Director who will handle accordingly.  Based on the most recent diagnosis that we received from...

Fast Labor Heating, it does state that the system had no Freon in it.  Your system being low or out of Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test, therefore we will not reimburse for the leak test fee.The diagnosis also stated that the thermostat was missing and it was replaced – we covered this for you.  In addition, there were missing valves.  Per our policy, Section Letter F, Number, 8, CHW is not liable for “…missing parts…” We regret to hear that the thermostat was removed from your home, however, please understand that our policy states in Section Letter F, Number 19, that CHW is not liable for “…the negligence or other conduct of the Service Provide…”If you would like to further dispute this issue please contact the technician directly, [redacted] at ###-###-####.We strive to provide the best customer experience, therefore we have added a onetime free service call fee for your next claim.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],We regret to hear our frustration and apologize for any inconveniences this may have caused you.  At this time, we are currently waiting for a technician to accept your claim work order.  Once a technician accepts your claim, you will be contacted with the...

technician’s information. As a goodwill gesture, we will place a onetime free service call onto your 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 we are still waiting to hear from you, please call the customer service team directly at [redacted]. Your time is very valuable and we apologize for the long delays. You may also email us directly 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 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

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, we do see that you had placed 2 claims with CHW.4/2/15, you placed a claim for your dishwasher; upon diagnosis it was said by the service provider that the cost of the repair was not worth the unit.  Therefore, CHW offered you the amount that we would have paid for the same unit.  Our offer of $260.00 was agreed by you on 5/5/15.  We have authorized a check in that amount for you.  Per our policy, 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.5/5/15, you placed a claim for your AC unit; upon diagnosis of this unit the service provider stated that the unit was low on Freon and that a leak test was recommended.  Per our policy, the leak test is not something that is covered.  Also, because the leak test does include the removal of all the Freon, the customer is responsible to have the Freon replaced to conclude the test.  Due to the fact that the test itself is not covered, neither would the Freon being placed back into the unit.  Per our records, we do not see that the provider called us back to give us the proper diagnosis to determine if the actual claim itself was covered.  We only see that they advised that the leak test was required.Please see Section D. COVERAGE4. AIR CONDITIONING/COOLERNOTE: Not exceeding 5 (five) ton capacity and designed for residential use.INCLUDED: Ducted electric central air conditioning, ducted electric wall air conditioning. All components and parts, for units below 13 SEER and when We are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except:EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.Please have the provider contact us to finish the evaluation of the claim as we do not have a final determination.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:the offer was actually for $600, not $500. Either way, this offer does not satisfy the cost to replace the refrigerator with a refrigerator with similar features. I asked for a replacement unit instead of the cash, or $1200 in cash as that would be the cost to me to replace the damaged unit. $600 is half of the cost, so I do not understand how this is "in lieu" when "in lieu" would be $1200 or a replacement refrigerator.
Regards,
[redacted]

Dear [redacted]CHW’s policy states that all units must come into the policy in proper working order.  The fact that the inducer motor failed within the first month of your policy being in effect would show that the unit did not come into the policy properly.You chose to cancel your policy with us and as a goodwill gesture we provided you back the last month’s payment of $37.50.  The total that you paid for this policy was $75.00 and with the last payment being refunded to you, there is a balance of $37.50 that you paid to us.  We are not able to provide you with the funds for the repair since it is against our policy but we are willing to provide you with the refund of $37.50 for you to have a full refund of your policy.We have documented the system with the offer that we have made, if you would like to accept this offer, please contact us or respond to the complaint.This is a good faith effort to satisfy this complaint and CHW is going above the normal procedure since this account has been cancelled. 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 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 had locked rotor amps that failed due to 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 did not agree.  We advised that you could further disputes this claim by providing proper routine maintenance records, you agreed to sending in your paperwork.We reviewed the records that you sent to us; please note that the invoices do not show the proper routine maintenance.  The outcome of this claim stands. We strive to provide the best customer experience, therefore we offered you $100.00 to assist you on the non-covered claim.   We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: This unit has been evaluated by an outside licensed HVAC contractor who determined that the leak was not caused by rust or corrosion. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
CHW agreed to pay for part of the repair, the technician that was sent to our home indicated that there was no neglect of the home owner and also indicated that this is the reason for denial from CHW continiously. I would be happy to provide maintenance records showing that we have changed our filters, and clreaned fan motors and blades at the unit on a regular basis. It will take me some time as this was never indicated that we would need these records to prove to CHW that this had been done (even though it should be obvious as when the technician came out the first response from him was there is no sign of neglect or lack of maintenance to the unit (s) at the time we purchased the contract for home warranty services. The other issues is that myself and the tecnician have spent hours on hold with CHW only to be disconnected. I have yet to see a cost for the repair, as I stated earlier I have only recieved the receipt for the $45.00 service fee which I paid the tecnician when he came to evaluate the problem with the unit. So when they say they are will to cover the cost of the compressor and other misc. parts associated with the repair I really don't have any idea what the total cost is or should be. Thae last conversation I had with CHW, they were not even aware that the repairs had been completed. Total lack of communication from CHW to the customer and the technicians they have hired tocomplete work on their behalf.
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

[redacted]Thank you for your information, we have provided it to our IT department to have it removed.  We do apologize for any inconvenience.Thank you,CHW