Bass Services, Inc.

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. Upon review of your policy, we do see that CHW has assisted you on all the claims that you had placed.  We do see that the most recent claim that you placed for the refrigerator that was leaking; we advised you that we do not cover leaks from the unit.  We also sent you a technician to your home without having to pay a service call fee to diagnose the issue.  Although we do not cover the water valves for the ice maker, CHW as a goodwill gesture we stated that we would provide the authorization to the technician for your unit to be repaired. We do see that you had trouble having the technician come back to your home and rather than accepting our offer of $193.00 to assist with the repair that was $148.00, you chose to cancel the policy and receive back nothing in return.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 we received, it stated that the compressor on your unit needed to be replaced because it shorted to ground which tripped the breaker.  This does not constitute normal wear and tear.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear;…” Per our policy, Section C, Number 4, the service call fee should be paid on every claim.  Please note that Choice Home Warranty is not aware of the $275 diagnostic fee that you paid the technician.  Please email a copy of this paid invoice to [email protected], so we can review it. If you have already replaced your unit or compressor, please note that We did not authorize the replacement.  Per our policy, Section Letter C, Number 3, “We have the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.” In regards to your other claims, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST and Saturday & Sunday 9am-5:30pm EST for further assistance. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Regards, CHW

Below please see the screen shot of the customer’s account and that there has been a credit placed back onto his credit card in the amount of $63.00 as [redacted] stated he would do. Please let the customer know that this will show into his banking center within a few days. Thank you so much,Tracy

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 your claim shows that the claim was processed in accordance with the policy. The technician provided a diagnosis that there is an issue with the shower valve and it needs to be replaced. The shower valve is a part of the actual fixture. The policy states in Section letter D, Number 8 that fixtures are not covered.   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, 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

Complaint: [redacted]
I am rejecting this response because: the unit was working, blowing out cool air & keeping the home cool until the claim was filed. In Indiana, we've had temperatures steadily in the high 80's and the home was cool. How can Choice Home Warranty claim to know if the home was cool at that time? They just do not want to pay the claim. As far as a refund, yes, a refund can be requested, but it will be refunded to the previous owner of the home, not the current owner, which is whom it was purchased for.
Regards,
[redacted]

Dear [redacted],We regret to hear your frustration.We understand that rust and corrosion happens due to normal wear and tear, however, it is an exclusion in our policy. Our policy is available online for public viewing at www.choicehomewarranty.com. In a recent review of your policy, we can confirm that your policy has been cancelled as of July 3, 2017.  We wish you the best in your endeavors.Regards,CHW

Dear [redacted],   Please refer to Section Letter A, Number 2, of our policy where it states CHW will cover failures that “Become inoperative due to normal wear and tear…” Per the diagnosis, your system is still operating.  You may get a second opinion at your expense, however until proven otherwise, the outcome of this claim stands.   CHW is willing to offer you a refund of $559.29 if you choose to cancel your policy.  Please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST to speak with a Customer Solution Specialist.     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, we do see that the issue with the fan was that it was an improper installation which is not included under our policy. Please see Section F. Limitations of Liability #15.  It stated that the install of the dry external ventilator which is located on the roof. The failure was due to excessive moisture as this was the wrong type of fan for this application. We do see that you have chosen to cancel the policy with us and you were provided with a pro-rated refund as it is stated in Section L Cancellations.  CHW provided you back the amount that you were to receive according to the policy.  The funds are being mailed to you per your request in a check.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 the claim was processed in accordance to the terms of the policy. The policy states in section Letter F, Number 8 that CHW doesn’t cover repairs related to rust and corrosion. Also section Letter D, Number 4 excludes water leak from coverage. As explained during the conversation on 6/21/16 this was understood and once this was repaired a Proof of Repair would be sent in to CHW to have on file to ensure adequate coverage going forward. An email was received with a second opinion that showed a product called Leak Seal was used to try and stop the leak. This is not the proper way to fix a leak and is a temporary fix. In the interest of customer service a good will payment of $250 was offered to assist with repairs of 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

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. All of our information was sent to you upon your start date as well. You did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your policy, it seems as though the claim you placed for AC showed that there were no mechanical failures to the unit.  I do see that we advised you of this and you disagreed.  I also see that as a goodwill gesture, CHW did not use our normal cancellation fee’s and we did not provide you a pro-rated amount that we should have per our policy Section L. Cancellations.  You should have been charged for months used, an administrative fee of $50 as well as any authorized claims and in this case you had $584.73. Worth of claims.  Please see Section belowL. CANCELLATIONThis 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.Instead of charging you the pro-rated amount, CHW offered to pay for back a full refund minus claims paid.  I do see that your refund is $1290.27 that was placed onto your credit card on 8/28/15.We do not allow customers to come into our call center as we do not have an open door policy with the facility.We do apologize for any frustration that this claim has caused you, we always urge our customer to read over the policy as you should have upon purchasing it.  It is always as said above available online for anyone to view. 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]
  A review of the claim shows that the claim was processed according to the policy. There was an issue with the technician and the part that was ordered. In order to have this matter resolved, CHW did reassign to another technician and had the part sent overnight to ensure it was available when the technician arrived. The claim has been approved and the heat should be working for you at this time. CHW did provide the empathy needed and once were abreast of the situation, handled the matter with the technician that didn’t display empathy with the Vendor Relations team to address this. Please call the CHW customer service team 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], Claims are processed based off of the diagnosis sent from the qualified technician sent to your home in hopes of repairing your items. The information we received from the technician is what the decision was based off of. As such the decision was made in accordance with the policy. Additionally, in accordance with section Letter C, number 3, customers are given 30 days to ensure that items 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.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear [redacted], We regret to hear your wishes to cancel your policy with Choice Home Warranty.  Please understand that you are not entitled to a full refund based on our policy Section Letter L of 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. Based on your policy, your prorated refund amount is $684.36.  If you would like to move forward with cancelling your policy, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9am to 6pm EST. Regards, CHW

Complaint: [redacted]
I am rejecting this response because:  Foremost this was not the response I got from the customer service representatives with whom I may have spoken at least 3 different times and 3 different people. They all kept saying that the compressor was not covered by home warranty because it was not maintained properly and that it was damaged due to overheating. The customer service personnel especially the first couple of reps that I spoke to after registering the complaint were extremely arrogant. One of them did mention that the part may be under warranty but did not tell me that was the reason for rejecting the claim. Your response is not inline with the customer service's response.After I got tired and humiliated by calling the customer care and 5 days of living in a house that was like a furnace I googled and found the Manufacturer contact number. They accepted it to be under Manufacturer Warranty and did not charge me for the spare. Now, I paid choice home warranty a service claim of 45$ to inspect the air conditioner, although I had the part under manufacturer warranty I still had to pay the Manufacturers technician a labor charges of 954$ in total. I cannot accept business response without getting a refund for the amount that I paid for labor charges to replace the compressor.
Regards,
[redacted]

Dear [redacted] We understand your frustration and although we do not have control over the checks being mailed, we have requested that the check be sent to you as soon as possible.  Please note that we are providing to you per section F. Limitations of Liability #9, this amount is the amount that it would have cost for us to fix the unit and we do base the pricing on a national whole sale price for the basic [redacted] unit that you had. Thank you, CHW

Dear [redacted],   Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]t.   A review of the claim indicates that the claim was processed in accordance with the policy. The diagnosis that was received by CHW was that there was an internal failure on the compressor, which was due to excessive overheating and caused damage to the internal windings. This is not normal wear and tear. Section Letter A, Number 2 of the policy indicates that CHW is responsible for repairs related to normal wear and tear. You indicates that you felt as though the technician wasn’t competent and was invited to obtain a second opinion at your expense. Additionally, although CHW doesn’t require maintenance records are submitted, you were invited to submit the information to CHW to review. It was confirmed with 2 technicians that this is not normal wear and tear. The documents that were received from CHW were dated 12/6/15, which was for the recharge of Freon and one for 6/26/16, which was for a repair requested as the unit wasn’t cooling. Although it doesn’t indicate what was done, it indicated that the compressor was weak. The unit running low on Freon will also cause a strain on the compressor. This further demonstrates lack of proper routine maintenance on the unit. There were no maintenance records submitted. You were informed of this when calling CHW at which time the call was disconnected. You were also informed during another call that the documents that were sent in were not valid maintenance records. A valid maintenance record would indicate all necessary readings and pressures of the component, the make, model and serial numbers of the unit as well to ensure it is running within the manufacturer’s specifications. Please call the CHW customer service team if you have 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],
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, we do see that you have placed several claims and a few of the claims were covered under pre-authorization however they were not covered claims.
The claim you placed for your Heating System on 12/5/15, the unit caught fire. Per our policy Section F. Limitations of Liability #8 states we do not cover failures concerning fire damage.
The claim you placed for your Refrigerator on 4/18/16, this was fixed however it was not a covered claim. The door of the unit went off the track and it was causing the unit to defrost. The door is not a mechanical function of the system therefore it would not have been covered but the technician was able to fix it under the pre-authorization amount that he is provided.
The last claim that you placed for your Air Conditioning System, you stated that the unit was leaking water, per our policy Section D. Coverage # 4 states in the excluded portion that we do not cover water leaks.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Dear [redacted],In regards to your dishwasher claim dated 9/7/16; this claim was covered.  If you are currently having issues with your unit, please contact us directly and place a claim. In regards to your oven claim, dated 6/7/17; you were advised that the parts needed to make the repair.  You were offered a different colored part to be installed or the funds lieu of the repair.  You accepted the funds and requested to cancel.  If you would like to cancel your policy ###-###-#### Monday-Friday 9am to 6pm EST.Regards,CHW