Bass Services, Inc.

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

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

[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

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],                           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

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/useragreement.com.Upon review of your claim for your microwave unit, it was stated by the provider that the unit is not a built in unit.  The serial numbers along with the model numbers, when looking up the type of unit it is (DACOR) shows that this is not a built in unit.  Since this unit is not a built in microwave, CHW cannot provide coverage.  Your unit is a counter-top that is built into the wall and per our policy Section D Coverage #9 will state that CHW doesn’t cover counter-top units.We do apologize for any frustration that this has caused you.  We urge our customers to read our policy , if you should have any questions or concerns please contact us.Thank you,CHW Dispute Processing Team

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],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

Dear [redacted],Please be advised that we have received your signed paperwork as of 11/1/2017 and started the process to authorize your refund. 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]

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]
* An explanation of the non-covered reason of the claim was provided for you via email on 9/6/16 per your request. As a goodwill gesture, CHW paid to recharge the system as it was low on Freon. However, since the system was low on Freon, the caused the hard start kit and the capacitor to over amp and burn out. The hard start skit and capacitor are considered secondary damages and under the policy, section Letter F, Number 19, secondary damages are not covered.   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:
The $200 settlement for the AC unit came after several hours of escalating the issue. CHW tried to do everything they could not to pay. Their excuse was that the part failed over time. It was working fine when I purchased the contract. Almost all mechanical systems fail over time. Per the lawsuit they settled this is part of their operations to deny claims they should be covered. For the water heater the part that failed was the tank. This is integral to the water heater. It was not a separate storage tank. Essentially they have little to no coverage in their policy due to all the exclusions they claim. I feel CHW is a deceptive business that works to not live up to their obligations. I do not believe they have entered into this contract with me in good faith.Regards,[redacted]

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

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site a[redacted]Upon review of your policy that began with CHW on 9/28/15, it does show that you did wait the 30 days grace period for the policy to start as it was purchased on 8/28/15.  CHW’s policy states that all units that enter into the policy must be in proper working order the day that the policy begins.  You stated in your complaint that our technician misdiagnosed your unit and you did not have a unit as of yet but in the resolution area you documented that you had fixed the unit yourself and the unit is working properly.This claim was not covered per our policy Section A. Coverage #3 that states 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.If you felt that the claim was misdiagnosed by our technician you could have provided a diagnosis from your own technician and CHW would have reviewed the claim again.  The failures that the technician advised CHW of, was explained to us that they could not have happened within the timeframe that you had your policy, therefore this unit was pre-existing to the policy start date.CHW will be happy to provide you as a goodwill gesture of the service call fee of $45 and add it to your policy for any future claims that you might have but we cannot provide you with a reimbursement for a claim that you had fixed yourself. Also, you would have to provide us proof of the unit being fixed for it to be covered under your policy with us.Again, if your unit is not working properly, please provide a diagnosis from your own technician to us and we will review the claim.Choice Home Warranty is in full compliance with the terms and conditions of our policy.Respectfully,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]   CHW apologizes for the rude treatment that you received. That is not the level of customer service that is offered. The goal is to offer peace of mind and provide the coverage as outlined in the policy. A link to the policy is included above to outline the details. Customers are also provided with a 30 day period to review the policy before the effective date to be sure all questions and concerns are addressed and to provide detailed knowledge of the contract.   Upon review of the claims that you have submitted all of the claims have been processed according to the policy. The claim for the Water Heater shows that the claim was not covered because you indicated when placing the claim that the last time it was working was prior to the coverage which would not be covered as section Letter A, Number 3 indicates that CHW is not responsible for coverage of known or unknown preexisting conditions, additionally, section Letter D, Number 6 specifies that tanks are not covered. However, in an effort to provide outstanding customer service a good will payment of $400 was provided to you. The next claim was placed for an Air Conditioning System which was also a preexisting condition, however, CHW provided a goodwill and covered the claim. A claim for the heating system was placed as well and the same applied as the damage to the furnace was damage that would take time to occur which would result in this being a known or unknown preexisting condition. Once again, CHW offered assistance in paying this and provided a goodwill payment of $400.  The most recent claim that was placed was for the Refrigerator in which it was a covered claim.   Although CHW doesn’t want to lose any customers, the policy outlines the cancellation processes in section Letter L, Number 4 in which if canceled after 30 days, you shall be entitled to a pro rata refund for the remaining months of the paid contract fee for the unexpired term, less a $50 administrative fee or 10% of the contract fee whichever is less, and any service costs incurred by Us. This means that the refund provided is for any remaining the fees incurred by CHW which includes all of the covered claims and the administrative fees are removed as well as the pro rata amount for the policy. If you would like to cancel your policy please reach out to our customer service team directly at 1-888-531-5403.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear Mr. [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.  This was a partially covered claim.  The diagnosis that we received states that the condenser fan motor, pressure switch and compressor failed.  The failure of the condenser fan motor and the pressure switch caused excessive pressure on the compressor, which caused the compressor to have an internal failure. This is what made the failure secondary.  While we did cover the condenser fan motor and the pressure switch, per our policy, Section Letter F, Number 19, we do not cover failures caused by “…secondary damages” This is the reason why the compressor portion of your claim was 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],The claim for your Refrigerator, you placed this claim on 3/28/16 and you put in the notes that it was actually for the ice maker. Per the policy, we do not cover the icemaker. You would have to purchase that separately in order for that to be covered.The claim for your Refrigerator, you placed this claim on 3/29/16 stated that the unit was “making strange noises and the freezer was not freezing properly”. We sent the technician out to your home and he did figure out the failure with the icemaker since the unit itself was working just fine. We did not however cover this claim because again, you did not have the icemaker coverage.Lastly you placed a claim online and you put that there was a spider crack in your cooktop, the glass continued to come off.  This was not a covered claim because we don’t cover the physical features like cracked glass on a unit.  The unit itself was working fine.Our policy only covers mechanical failures that are listed as covered in the policy which we did send to you to review.Had you not cancelled the policy, we would have been able to resend it to you for your review.  You can always go online to www.choicehomewarranty.com/useragreement to view our policy and it will explain again why those were unfortunately not covered claims.We do regret your frustration and do wish you the best.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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy, CHW did exactly what our policy states.  For your first claim we were not able to cover this due to the fact that your unit was rusted and corroded and per our policy we do not cover the actual tanks. Your second claim, CHW paid you $200 for the part that was not working per section F. Limitations of Liability 9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time.  For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.For your last claim, we did not advise you that you cannot use space heaters.  We advised you that you overloaded your lines and that caused the failures. Per section D. Coverage #7CHW does not cover Circuit Overloads.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.  .We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Dear [redacted],We regret to hear your frustration and dissatisfaction with CHW.  Please be advised that CHW’s policy is not “hidden” as it is available only at www.choicehomewarranty.com for public viewing.  Upon the purchase of your policy, you were given 30 days to review the policy, before your coverage became effective.  We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],The technician advised us that the unit was sized properly, we do understand your frustration however per our policy this would not be something that we would cover. If you have a second opinion, kindly have the technician contact our authorization department at ###-###-####, press option 5 then option 1. This will allow your technician to speak with our inside authorization team.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 our web site at [redacted] Upon review of your claim for the refrigerator, we do see that the ice maker was the issue; however the ice maker is not part of the coverage that you chose.  Also, the ice maker does not make the entire unit fail therefore the icemaker is not a covered part of the policy.  CHW will only cover failures in which make the unit not work, providing they are a covered component in the policy. In review of your Air Conditioning system, we do see that you had 2 different technicians come to the home to diagnose the system; however we do not see that you had to pay 2 different service call fees.  Since you stated that you had to, we have placed a onetime free service call fee onto your policy for you. The technician that was out to your home last stated that the unit was low on Freon and he believed there to be a leak, therefore we requested a leak test to be done.  Leak detection tests are not a covered portion of our policy and that is something that you would have to pay out of pocket.  If the leak test comes back and it is something that is a covered portion of our policy, we would then cover the failures.  We cannot say if the unit would be covered without having the test completed and having the correct diagnosis. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy. Regards, CHW