Bass Services, Inc.

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

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

[redacted],The pictures that were provided to CHW coincide with what was explained to us by the technician.  The condensing coils are dirty, there is rust and the coils are damaged.  The technician stated that he believed it to have a leak as he heard a hissing sound.  Per our policy, this claim is not covered due to a lack of maintenance.  You are more than welcome for a second opinion to contact us at your cost to provide us with a new diagnoses.  With the diagnoses that we currently have along with the pictures, this claim will not be covered under the policy. Pictures attached showing U bends rusted, coils dirty - clogged and damaged.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: The response is for a claim that has already been resolved for $375 from this summer for a different air conditioning issue  With that said, I did speak to a supervisor last week who indicated a check for $300 would be sent to resolve this particular claim which originated in August of 2015.  I was responsive to this agreement.  While the response is appreciated, it does not accurately address the initial complaint.  I understand that a check will be issued within the next 330 days.  Please advise.
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 [redacted] Upon review of your policy that began with CHW on 4/4/16, we see that you placed a claim for your Air Conditioning System on 4/5/16. You stated in your claim that you placed online that the unit had not worked since 12/30/15.  Per our policy all units must enter the policy in proper working order. You had stated that the unit did not work since 12/30/15; this shows that the unit did not enter the policy properly.CHW did however send a tech to your home and he determined that the unit had a failure with the scroll compressor, it had an internal failure.  This failure could not have happened within the time frame that you had your policy therefore the claim was not covered per Section A. Coverage.#3 states that all units must enter the policy in proper working order. Please see below: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.As a goodwill gesture since you disagree with the outcome of the claim and therefore the policy, CHW is offering you a full refund of what you have paid for the policy in the amount of $71.66.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 .  I do apologize that you were charged an extra service call fee; I do see that CHW has provided a onetime free service call fee under your policy for you.  Also I apologize that the technician for the garage door did not come back to finish repairing what he had broken, that is not something that would be covered under our policy per Section F. #19. On 9/28/15, CHW did reassign a new technician to come to your home and we do see that you did receive that information via email.  I have requested that our escalations manager contact you and the technician to ensure that everything is scheduled..  We do appreciate your feedback as this does help us with our customer service and service providers.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 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

Complaint: [redacted]
I am rejecting this response because: you sent a contractor to my house that had his license revoked five different times, I check this out with  Arizona registry of contractors, the person you sent out probably cause the leak, I had the air-conditioner fixed today  July 25, 2016, because me $185 they have a company personnel come out, go over the system and Fiamm of the Schrader valve was leaking, repaired the leak in the edit the amount of Freon that was lost, the contractor you sent out & P Steel Industries possible leak on the inside coil, it is a package unit so the whole thing is on the roof in one package, it is not a split system as the contractor had stated in his receipt,  Joe Ducey @ channel 15 looks into matters like these kind of contractors that do shoddy work, and hired by what supposed to be big companies like choice home warranty.  And sending out contractors who wasn't on the roof long enough to detect a leak let alone do anything else, four minutes and 19 seconds, in parking in my driveway where his truck leaked oil was not very appreciative .  I think the simplest way to resolve this problem is return my $448, and I will deal with this contractor here in Arizona in a separate manner ,  what part of home warranty  in regards to air-conditioning do you fix, when is 83% of the statistics say it is a leak, both advertising on choice home warranty ,  warranty , huh ! False  advertising !  And no services   To repair the system,   What kind of warranty company do you call that ?
Regards,
[redacted]

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 our web site at http://www.choicehomewarranty.com/user_agreement.php.
Upon review of your policy, we do see that was purchased on 7/9/16 and the start date was 8/9/16, CHW provides our customers with 30 days to ensure that they have all units in proper working order for the start date. This is stated in 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...”
You placed your first claim with us for the washer on 8/14/16, which was 5 days after the policy’s start date. As a goodwill gesture CHW provided you with a check in the amount of $350.00 that does take 30 business days to receive.
On 8/22/16, again only a short time after the policy started you placed a claim for your Air Conditioning system. Per our policy, as stated above, this claim would not be covered. The failures that this unit had could not have happened within the timeframe of the policy.
As we stated in beginning of this response, anyone can view the policy as it is online, however a policy was provided to you upon purchase via email as well as a hard copy. We will be happy to send you another one both via email and mail.
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],We regret to hear your frustration.  We take your feedback very seriously, therefore, we have forwarded your comments to The Director of Vendor Relations who will handle the issue accordingly.  Please note, we are not authorized to give any technician’s licensing information, however you are always free to obtain it directly from the technician.  We are glad to inform you that our Authorization’s Director re-reviewed your claim and has overturned the outcome of this claim to “covered.”We are extending two options for you:1) We can authorize compressor replacement but when doing compressor replacement there is $500 in non-covered fees which include reclaim, recovery, and disposal. Our cost for the compressor and install is $750.2) We can apply the funds to put towards replacement of the entire AC system. We will also allow them to use our wholesalers account to purchase the equipment to save money on cost. This will get them a brand new R410A 14 SEER system which will come with a standard 5 year warranty and 10 year parts warranty if registered. Cost of the equipment is $ ___$1139.60_____ and cost of the techs install is $_1200_________.Please note if you choose to use our technician to do replacement of the system we will deduct our cost for the compressor replacement off the cost of the equipment. You would be responsible for balance of equipment to us and installation cost to the tech.Please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST to accept one of the offers.  In addition to that, we have applied a onetime free SCF to your policy.Regads,CHW

Complaint: [redacted]
I am rejecting this response because:
The company did not ask for inspection off my appliance and I was not aware  that my dream was leaking my ACWas fix for the leak on 2015 and that was the first problem yor company promised to repair any appliance or AcItp afrery30 day waiting poriod even the tech spoke to the home guaranty supervisor and said that can't happen any time and the leak can acutely in Very shorth time you did not see my Ac and did not regulate inspection so how come your not fixing my ac for prexisiting condition your all claim regarding from information by the tech are refused the same way I remain You That you was in the Chicago NBC news for not paying the claim for same rison finally you pay the coustomer and said they can't contact the media anymore I did ask your company to sand me the statement for risen to not accepting the claim and the statement from the tech who was in my house and I never revive So next don't stil money from people choose said you pay but I don't fix anything for you and ask for inspector before you give insurance because the information is given not  correlation with the information what's is giving to consumers 
When they Salk the insurance I hope that you give some consideration for fix my claim [redacted]
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]   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

Complaint: [redacted]
I am rejecting this response because:Choice warranty has given us at least 10 companies to contact several said they no longer accept choice customers. As for access to the air conditioner there is a 8 foot single path the leads from the corner of the front part of the house. At the time the unit stopped working we were covered by choice home warranty. Almost 4 weeks went by before I stopped payment due to the fact they could not get anyone out here to attempt to get on the roof. We have had a company taking care of the unit for the past two years. They come every 6 months and have never had trouble getting access to the unit. On July 1st I called an independent air conditioner company who had no problem getting access to the roof. On July 2nd a new unit was replaced with no trouble getting access to the unit. I was covered by choice home warranty at the time the work was done. Now because I stopped payment because they could not provide any help to us. We spent a week in a hotel then returned home for two weeks in 115 degree weather and choice just keep giving us repair companies to call. Not one we come out after the first companie. The guy had his ladder up to the point of access but got into a argument with his boss and spent 3 hours here arguing with his boss. He wanted us to cancel the service call with choice and wanted us to schedule a maintance call with his company. Without ever getting on the roof to check the unit all he wanted to do was sale us a new unit. His name was [redacted] once he informed me he quit he gave me his personal number and wanted me to call him. When I contacted his boss [redacted] he informed me they would not be sending anyone out. Thus began the merry go round of companies choice gave us to call with no results of any repairman coming out. Now choice refuses to process our claim because they want payment. We had coverage at the time we had repairs done. Choice is responsible for this claim as I was covered when I had the repair done. They did nothing to make sure we got our air fixed for 4 weeks in some of the hottest weeks this year in Arizona. Every company the provided us with refused to accept the job. If needed I can provide you with every company who refused to come out. 3 of the companies informed me they no longer we're accepting choice clients. I do not anticipate that I will receive a penny toward the cost of the new unit I got even though choice recommend I hire my own company and send them a reimbursement claim. They now claim the reimbursement claim cannot be processed until I make a payment. I was covered at the time of this claim. It took 4 weeks to get this done and had we not hired a company on our own we would still be sitting here in the Arizona heat with a 18 month old baby who walked around with red cheeks from the heat. We were having to give him a bottle of pedilite everyday to keep him hydraytraed. We were spending days at malls visiting friends anything we could to get out of the heat. We were forced to buy 6 fans to try to keep it cool at night so we could sleep. We keep telling choice about the heat problems and they didn't feel the need to rush someone out here. They don't even know they are giving customers companies to call who no longer accept there clients. When I call them they say they cannot discuss my case until I give them a payment. I will not give them another payment until they honor this claim.I can send them a bill but there not going to process it even though I had coverage at the time this began. Maybe if they had someone get on our roof over the 4 weeks it took for my account to become past due I would still be paying on my account. The bottom line is the need to handle this as I was covered by there warranty at the time I had the work done. There is no reason choice should not process this claim. According to [redacted] the first techniation who came out choice will deny the claim any way because they don't cover major repairs. There game is to cover minor repairs and nothing more. And that's probably why he wasn't interested in checking my unit. All he wanted to do was sell me a new unit and cut choice warranty out of the process. It's hard to continue to pay money to choice home warranty when they did aboustly nothing to help repair our AC unit for over 4 weeks.
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 the claim was processed in accordance to the policy section Letter F, Number 12 in which CHW is not responsible for repairs related to lack of maintenance.   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: 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]

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

[redacted],CHW followed our policy guidelines stated in Section L Cancellations, which states L. 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 acontract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 10 days of the order date for a refund of the paidcontract fees, less an administrative fee of 5% 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 10% administrative.Your policy had a covered claim in the amount of $450.00 which did come out of the refund.  If you have any questions or concerns please feel free to contact us at ###-###-#### and ask to speak with someone in our Cancellations department that can assist.Thank you,CHW