Bass Services, Inc.

The response is loaded with manipulative language used to deceive  consumers.  Clearly when purchasing your policy it says you will REPLACE if you can not repair the item.  It doesnt say replace with lesser or quality item or offer a wholesale value wich I have no way of getting as a consumer.  The language is predatory and deceitful.  So you have paid over $700 in repairs....  well guess what you were suppose to.  Its the reason I bought the warranty and why I pay the premium every month.  I want a fair price for the stove replacement as you advertised!

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 in which CHW is not responsible for repairs related to lack of maintenance. The diagnosis provided to CHW was the compressor was blown out and there was no cap on the compressor. Additionally, it was indicated that the unit was no longer working based on the lightning storm that stuck the area. Please make a note that under the terms of the policy, section Letter F, Number 7 CHW is not responsible for lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.   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 .  We do apologize if you had experienced any frustration with your claims and we have added one free service call fee to your policy for you.We do hope that you have a much better experience in your future claims.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]Per our policy, Section A. #3 states that all units that come into the policy have to be in proper working order.  CHW does not provide any maintenance for customers’; we expect that all units are properly maintained prior to entering our policy.  We do provide a grace period of 30 days and if you had prior coverage it will be 15 days, this is to ensure that you have gone over the policy and ensure that all units are working properly.We do see that we offered and you did accept the goodwill gesture for this claim in the amount of $200.00.We do regret your frustration with this policy; however CHW is in full compliance with our terms and conditions.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 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 our web site at [redacted].Upon review of your policy, I do see that CHW has authorized $551.00 in claims for you.  We do apologize for any frustration with the Heating System claim.  The claim is not a covered claim per our policy Section F. Limitations of Liability #1 as well as #12.  CHW doesn’t cover failures that are a result of rust and we do not cover failures due to a lack of proper routine maintenance.  The pictures that were provided to us show that the unit was rusted on the coils.  The technician stated that there were multiple component failures on this system that could have been caught if the system had proper routine maintenance. Please note that all units should be maintained every year but if they are a heating and Air conditioning system they should be serviced twice a year per the manufacturer's specifications. It is notated in the claim that when you had spoken to our supervisor, you mentioned that you had maintenance records. Kindly send them to us and we would be happy to review them.  You can send them to [redacted] for further review of this policy.  We look forward to assisting you.CHW is in full compliance with our 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

Complaint: [redacted]
I am rejecting this response  because it's been going on since 11/09/16 and always same story I already bought a dishwasher I'll see you all in court soon this is my last contact cancell all coverage on my two locations do not withdraw any money from my account
Regards,
[redacted]

Customer are allowed 30 days to be sure that everything is in working condition before the effective date of the policy. Preexisting conditions are determined not only on the condition of the covered item but to the extent. The pump and control box were burned up. This damage is not something that would occur in such a short life span of the policy. As CHW values all customers, as a courtesy, you have been provided with one free service call for your next claim.   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 claim for your Air Conditioning unit, I do see that you had stated that the policy should have started in January, even though we received the check and cashed it in February.  Our policy states that we do require a 30 day wait for the policy to start to make sure that all units are in proper working order.  Please see Section A. coverage #3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Even if the policy started in January, this claim would not have been covered due to the fact that a unit could not have as many failures as this within the time frame that the policy was active.  Also, an inspection report does not show maintenance, it shows that the inspection person came out and felt the cold air come on and said “yes that is cold” and heat to state “ yes that is hot’. They do not do any of the required preventive work that needs to be done for the unit.We do apologize for any frustration that this has caused you and we do appreciate your feedback.We always urge our customers to read our policy and to understand that all policies have exclusions and CHW does follow our policy.  We do our best to assist the customers and approve claims that are submitted to us.  We do apologize for your frustration.  CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

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. Dear Mr. Tony Matthews,A review of the claim shows that it was processed according to the policy. The diagnosis that was received stated that the rust and corrosion caused the hot water heater to fail.  Per our policy Section Letter D, Number 6, it states that we do not cover the “…Main, Holding or storage tanks…”  Our Sr. Claims Specialist advised you about the outcome of the claim, in which you were not in agreeance with.  We strive to provide the best customer experience, therefore we offered you funds as goodwill gesture to assist you on the non-covered claim.  You declined this offer.At this time, the offer of the goodwill funds to assist you, still stands.If you would like to accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday and SundayWe 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]   A review of the claims shows that the claim was handled properly. The diagnosis that was received was that a new dispenser display was needed, which is a part of the ice maker. Section Letter D, Number 3 of the policy indicates that the ice maker is not covered. You were charged the $45 service call fee as a part of the policy. Section Letter C, Number 4 indicates that there is a service call fee per claim, which is payable to our approved Service Provider at the time of the visit. As a goodwill gesture, CHW did offer to assist with payment of the non-covered claim, however it was denied. As requested, the policy has been canceled.   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:
CHW stating they did not receive a second opinion to review is not true. I sent statements from two HVAC contractors, and one of the CHW claims specialists read one of them back to me. She acknowledged that the expansion valve did not fail, but then said "we're not going to cover it anyway". The unit has not been replaced, we are still without an air conditioning system. 
Regards,
[redacted]

[A...

default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]i was contacted by E[redacted] and have an appt with them tomorrow 8/18/2017; 3 days after my initial request for help by Choice Home Warranty. I now want to see what the results of the assessment of my problem is by [redacted] and hoe Choice will handle the problem!.

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

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 that began with us on 2/5/16, your claim that you placed for your heating system was on 2/9/16.  The technician that diagnosed your system explained to our inside technicians that both of the units that you have had a leak, the time it would take for the area that the Freon to leak out takes longer than 4 days to occur.  The Freon itself could have leaked out of the unit if the area that it leaked out of was large enough but the area that it leaked out of could not have developed within the timeframe of the policy.Per our policy Section A. #3 states that all units must come into this policy in proper working order.  It also states in Section F. Limitations of Liability #1 that we do not cover any known or unknown pre-existing issues.We did offer you goodwill at the time to assist with the leak test but you chose to cancel your policy. Since you cancelled your policy, we do see that as a goodwill gesture we provided back to you the current months rate that you paid for the policy $37.50.  We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policy. Best regards,CHW

I am rejecting this response because: I had  other companies come out and tell me the problem was NOT a lack of maintenance.  The information I received about what is covered and what is not does not indicate that my issue was something they do not cover. Furthermore, I was informed through a 3rd party that I was not covered because my policy was too new. The company they sent out was fighting for me, but were told that  the insurance company would definitely not be doing anything, as I cancelled my policy. The only reason I canceled the policy is because I was getting the runaround and nothing indicated that my problem was not covered. Their advertising tells the consumer that things get old and need replacing  and their insurance covers it. Apparently it only covers inexpensive claims. I did some research and found others that had the same experience I did - Their ac units were well maintained, but because it was a high dollar repair this company weaseled out of it with the "lack of maintenance" excuse.

I am rejecting this response because:  The item listed on the contract is covered, and your refusal to cover it is a breach of contract.  I was the one that cancelled the policy by contactin Citibank and canceling payment.  You did not refund anything and this is just another lie told by your corrupt company.   I am praying the state wins it's lawsuit to close down your ripoff business.  You are committing fraud and are a blight on honest business owners.

Complaint: [redacted]
I am rejecting this response because: I am not questioning the company policy but rather the unacceptable wait time of any where from 45 minutes to 11/2 hours! There is no reason why someone can't call me and get this matter resolved.  I just tried calling again and was told the wait time would be 1/2 hr.  That ain't gonna happen.  I can be reached any morning (AZ time) before noon.  No wait time.
Regards,
[redacted]

Based on the diagnosis that was received from the technician, the unit suffered from a lack of proper routine maintenance, which will be maintenance records. CHW doesn’t require that maintenance records are submitted for coverage, however, should your claim not be covered due to lack of proper routine maintenance, you are invited to submit the maintenance records to CHW for review in hopes of a more favorable outcome. You can submit this information to [redacted] and remember to place the claim number on the documents. CHW offered you a goodwill gesture of $100 to assist with repair or replacement as the claim is not covered. The $100 goodwill gesture is still available as the claim remains non-covered. If you would like to have this send to you, please call the CHW customer service team directly at ###-###-####. Regards,   CHW