Bass Services, Inc.

Choice Home Warranty provides our customers 30 days prior to the coverage start date to review the policy that they have purchased.  If the customer does not agree with the policy or terms of the contract they are able to receive a full refund of their monies paid.  Our policy is also online for anyone to view, non-customers or customers.We regret your frustration with the policy however, CHW is in full compliance with our terms and conditions.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]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

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.

A review of your claim has been completed and the claim was processed in accordance with the policy. CHW wouldn’t pay for the repairs related to the claims as they remain non-covered.   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]

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

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], 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

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

[redacted],I do believe that this has been resolved; please contact [redacted], if not.Thank you,CHW

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

very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/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

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

[redacted], We do regret that this information was provided to you inaccurately however, we have it documented from the technician in the order that we stated. If you disagree with the outcome of your claim, please feel free to provide CHW with a second opinion, please have them contact us at ###-###-####. 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]   A review of the claim shows that the claim was processed in accordance with the policy. The diagnosis that was provided to CHW was that the compressor has lock rotor amps. This is a condition that develops as a result of overheating of the compressor. This would have been caught and resolved with proper routine maintenance. As a result, the claim was not covered in accordance to section Letter F, Number 12 of the policy which states, “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”.  You were connected to an escalation manager who offered to assist you and when asked what he could be done to assist you, the response was that the claim should be covered. Once an explanation was provided, there was no response and the call was dropped. The manager didn’t disconnect the call. However, when you called again, you were invited to submit maintenance records to be reviewed, these records haven’t been received to date. Once you receive the records, please allow 48 hours for the records to be reviewed. You can submit this information directly at [redacted]. If there are any questions, please call the CHW customer service team 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 [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

Complaint: [redacted]
I am rejecting this response because: Choice Home Warranty was supplied with supporting documents and pictures of my furnace by their own technician that they sent to my home that verifies that my furnace was maintained and simply had done its job, but was now old and deteriorating from normal wear. Furthermore, it was the recommendation of their technician that diagnosed my furnace that it needed to be replaced. They are flat out lying and denying my claim to avoid replacing the furnace. In fact, when I informed them that I was going to report them to the Revdex.com for fraud, they offered to give me a $150.00. If they truly believed that their technician correctly diagnosed the problem with my furnace then why would they offer to give me any money? 
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. 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 Mr. [redacted]We do show that this claim was covered by our company, please contact us if this is not the case, CHW  paid the technician for the repairs.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 .  We do apologize that this has taken so long for your unit to be fixed, this is not the normal time that it would take for CHW to have a technician repair a unit for our customer. Upon review of your claim that you placed on 5/14/15, I do see that CHW did send out [redacted] Air Conditioning &Heat to diagnosis the unit.  It was reported back to CHW that the unit had a bad compressor.  Please understand that compressors can fail for many different reasons: improper installation or repairs, poor maintenance practices, power surge and others. Extending the life of a compressor requires routine maintenance, proper refrigeration practices, and operating the system within the manufacturer’s specifications. A properly maintained system involves keeping a clean air filter, keeping the outdoor unit clean, properly charging the refrigeration system, and regularly checking the electrical connections. Also when a compressor has a short-to-ground, it is caused by damage to the insulation within the compressor itself. Damage to the insulation is caused by acid within the system. Acid in the system can result from improper system evacuation or the presence of air/moisture in the system from a lack of proper routine maintenance.Although you stated that you have had other technicians come to your home and give you a second opinion, I do not see that they have called our authorizations team to give them the diagnosis. Please have the technician call our authorizations team with the new information that you have received as well as the maintenance records that you have.  Providing the maintenance records will prove that you did have proper maintenance completed per the policy.  CHW does require that all units be properly maintained by the manufactures specifications. Please see Section F. #12.I do see that CHW did offer you a goodwill gesture of $300.00 to assist you with this non-covered claim.  I do not see that you have called back to accept or reject the offer. Please send us any maintenance records to [email protected] and also have the technicians that you have had come to your home, contact us to give us an updated diagnosis.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,

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]