Bass Services, Inc.

Dear [redacted],   Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   Upon review of your claim and the notes on your account, we have issued a Goodwill offer in the amount of $340. This will cover the $90 in Service Call Fees that you paid and the $250 previously offered to you. We are glad the issue has been resolved. Please feel free to call our customer service department directly in the event you have any questions 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: 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]

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.

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

[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]We regret to hear your frustration.  You stated that you got a second opinion, however, we did not receive it.Please submit your second opinion diagnosis to [email protected] for review.  If the diagnosis shows a different outcome, based on our policy, we will adjust the claim accordingly.Regards,CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted].   Upon review of your claim it appears that the claim was processed in accordance with the policy section Letter D, Number 5 in which states that drain pans are not covered. The technician provided a diagnosis that the drain pan was cracked and needed to be replaced. Although you were able to obtain another diagnosis and have the issue corrected at your expense, there is nothing CHW can do as you canceled the policy. There is nothing that is done on canceled policy. The option would have been to have a second opinion and have that technician submit the information to CHW.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that the compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  Based on the start of your policy coverage, 7/29/17 and the last time you stated your unit was last working 8/7/17, please understand that the failure to the compressor would not have occurred in the short lifespan of the policy.  Per our policy, Section Letter F, Number 1, CHW is not responsible for any “…known or unknown pre-existing conditions.”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  We strive to provide the best customer experience, therefore we offered you $100.00 towards the repair.  You declined this offer and requested to cancel your policy. If you would like to move forward and cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[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.
The refund option is the best I can hope for.  However, I still maintain an objection to the business practices of Choice Home Warranty, i.e. for false advertising and for breach of contract:Choice entered into the contract and collected premiums - promising a set service fee - and service within 48 hours.  If Choice did not have a technician available to service customers in my area, then they should not be advertising such services, or entering into contracts in my area.They clearly have breached the contract - and cost me more than just the premiums paid - since I had to pay a significant amount for the needed repair (and imminent unit replacement) - instead of just the $45 copay defined in, and as promised by, my contract.
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 covered properly. The policy was purchased on 8/23/16 with an effective date of 9/23/16. The claim was placed on 10/11/16. The diagnosis that was received was that there was a bad motor. This is not something that would have occurred in such a short life span of the policy (9/23/16-10/11/16), this is something that wears out over a longer span of time. As such, in accordance to the policy, section Letter F, Number 1, CHW is not responsible for repairs related to known or unknown preexisting conditions. In an effort to provide assistance, the CHW representative provided you with the model and serial number to contact the manufacturer to determine if it would perhaps be covered under the manufacturer’s warranty.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement.Upon review of your claim, it does show that it was processed in accordance with the terms and conditions of our policy.The outcome of this claim states that the unit was improperly installed, if you disagree with the outcome, you are welcome to provide us with a second opinion however per the policy, and Section F. Limitations of Liability #11 does state that we do not cover this type of failure.It is not unlikely that a home that is less than 10 years of age can have this type of failure however again, if you do not feel as though this is accurate information; we invite you to provide a second opinion to provide to us.  Please have them contact us at ###-###-#### and speak with our authorization department.We do want to inform you that if you chose to have the unit fixed without prior authorization from CHW, per our policy Section C. Service Calls, CHW will not reimburse.We do see that our Consumer Advocate is scheduled to contact you however there is a 30 day dispute period that they are permitted to review the policy.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:This is [redacted], responding for my wife [redacted].  This is in response to the forwarded email from Choice Home Warranty dated March 1, 2017.  I will address each of the claims discussed in the email from Choice Home Warranty.1)Roof leak.  We do not know why there is not a diagnosis on file for the roof leak.  We had 2 contractors sent out by CHW that looked at our roof.   After the first inspection we were contacted with information for another contractor to schedule a visit.  We did not receive a reason why we needed another contractor to inspect the roof, other than it is the Holiday season.  The first inspection was two months after we first contacted CHW and made the roof leak claim.  We could never get any of the contractors provided by CHW to respond to our efforts to schedule an inspection or follow through with the inspection. We were actually told by a customer service rep over the phone that our roof leak wasn't covered because shingles were missing, per the CHW policy.  This was after the 1st contractor inspected the roof.  We asked for the policy from the person that was on the phone, they said they would email the policy to us, and we never received another email concerning the roof.  I don't understand how we can be told the roof wasn't covered if there wasn't a diagnosis. This whole process took from the last part of October until the second inspection in early February.  We are now having to replace our roof because shingles were removed during the hurricane that caused the damage.  I am not sure what CHW would cover for roof repair, since usually shingles are what get damaged.2) Refrigerator.  The response from CHW in the email concerning the refrigerator leak and cause are completely different to what I was informed of by a customer service rep.  I discussed why the refrigerator claim was dismissed with a rep, there explanation was that the contractor that made the inspection reported the evaporator line was clogged which damaged the freezer compressor.  There was no mention of a mechanical failure in the control boards.  I told the customer service rep during the claims denial explanation phone call that the contractor never inspected the refrigerator.  He based his diagnosis on my explanation of the problem.  The problem being that ice would freeze below the bottom freezer tray and then melt.  The freezer was also not freezing properly.  His response to me was that he believed the evaporator line was frozen.  However, he could not slide the unit away from the wall, so he did not inspect the evaporator line.  All he did was look at the freezer.  He suggested too unplug the refrigerator overnight, which would thaw the evaporator line and then the freezer would work.  He said he was 95% sure this was the problem.  He has seen this many times with Samsung refrigerators.  He never mentioned anything about the compressor - as stated by the CHW rep, and certainly nothing about the control board, especially considering he didn't even glance at the control board.  I stated everything to the CHW rep concerning how the contractor didn't check anything, that his whole diagnosis was based on my description and that he never mentioned anything about a faulty compressor.  Basically he told me (and my father in-law who was present) one thing, and reported another to CHW. The response from the CHW rep was that I could pay for someone else to come out and provide a diagnosis, and then CHW would re-evaluate the claim.  Why would I pay for someone else to come out and work through CHW again on this claim, when they accepted a report from a contractor that was not factual.  By the way, the recommendation by the contractor did not work.  Surprising, sense he never inspected any components in the unit.  Finally the complaint was not about a leak, but why the refrigerator freezer is forming excess and then not freezing.3)HVAC system.  After our experience with the roof and refrigerator, my wife looked on Revdex.com website to see if there were claims against CHW and found many concerning HVAC systems being denied.  So we expected an issue with this claim without even knowing what was wrong with the unit.  The HVAC unit in question was serviced at the end of September. We routinely clean the air filters and vacuum the air exchange returns.  The contractor told me the steps he took in trying to get the compressor to start and that the compressor would need to be replaced.  He told me a wire shorted which grounded the compressor.  We requested the contractor check our filters, etc., as the air exchange and filter were causes identified in the Revdex.com claims as a reason for denial. The contractor didn't check, he stated he reports that these are clean because of his previous history with service calls being denied for repairs.  The CHW rep that called me following the contractor visit told me the claim was denied because of the electrical short damaging the compressor and under a policy number that we don't have access to. The unit was serviced approximately 4 months prior with no comment concerning the compressor or wiring.  I asked how am I supposed to know if a wire is going to short unless I routinely look at the electrical panel and inspect the wires.  I am not an electrician, so I am not going to routinely check the HVAC system, and wouldn't know what I am looking for, and neither would normal home owners.  The rep "commiserated" with me.   A CHW rep has contacted us to provide assistance and to help find a contractor that would make the repairs at a reasonable price.  However, we have now been without heat in our main floor for 1.5 months and it has been below 30 degrees several nights in North Carolina.  We had reasonable responses from CHW with the first 2 claims we had (oven [1 month to fix] and cash for dryer replacement because repair was more than 10+ year old dryer was worth); however, it seems as the item that is listed as a covered appliance or house component becomes more expensive, the more difficult it becomes to have the claims inspected and to be covered and not denied.  We receive over 10 email advertisements a day from CHW stating that you never have to worry about service repairs again, but that isn't true.  I worry about every single appliance repair and the process that I am going to have to face with CHW to work towards a resolution.  We purchased the home warranty plan for the reasons advertised, but following the 3 claims described I prefer not to go through CHW to have anything repaired because I know the process will take so long, and I expect there will be a denial at the end, thereby wasting my time and energy.  I find it interesting how the contractor can tell us one thing, but we are told by CHW something different.  Even in the email response from CHW to Revdex.com isn't consistent with the responses provided to us by customer service.Regards,[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 check in the amount of $700.00 was mailed on July 12th via US Postal mail to the address on file. If you haven’t received the check please call the customer service team at [redacted]
  We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. Upon review of your policy that was purchased on July 6, 2016 and you were provided 30 days to review the policy before the start date of the coverage on August 6th.  CHW not only has the policy online for your review but we did send you a copy via email and mail.  You can also see the policy in the account center that was provided to you.  Our sale agents go through the policy and give an overview of the policy for our customers’.  It is up to the customer to review the terms and conditions and to ensure that they fully understand, if they disagree, they are able to cancel for a full refund before the start date.  Once the policy begins, then it is understood that the customer does understand. In reference to the claims that you have placed, they were not covered per the terms of the policy. Your first claim for your AC System, CHW did offer to purchase the part however you stated that you did not want this done, you wanted the unit repaired within the same day and that was not an option.  This claim was closed. The second claim that you placed for the Heating system was repaired by CHW. The third claim that you placed for the Water heater was not covered per the policy, which states, we do not cover the main holding tank. This is stated in Section D. Coverage #6 however we did offer to provide you with a goodwill gesture in the amount of $100.00 which you declined. If you would like to accept this goodwill gesture, please contact us at ###-###-####. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.       Regards,   CHW

[redacted]We do see that the first issue was the control board after the technician replaced the part for that issue; the drive motor was burned out.  This is considered to be a secondary damage which was caused by the control board that sent a surge to the motor and caused it to short.  Per our policy, Section F. #19, CHW does not cover secondary damages.We do regret that you disagree with the outcome of the claim however your policy has been cancelled, our offer to you in a good faith effort to resolve this matter, we are offering you a refund of the one month’s payment in the amount of $40.00.If you would like to accept this offer, please contact us at ###-###-####.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
I would like to see where in the manufacturers users manual it states that maintenance has to be performed by a licensed technician. The evaporator coil is not rocket science and again not much to maintain either. I researched the web and looked up the manufacturer which is Allstyle. If CHW can show me a manual of the manufacturer Allstyle that states that maintenance has to be performed by a licensed technician I am willing to accept your offer. If CHW can't produce this document I have to insist on the complete refund of the repairs since it is obviously clear that CHW is only trying to get around paying for this claim.Thanks very much for helping to get this sorted out.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:As a company, you should be ashamed of these practices and taking a single word "waste" from an entire paragraph and utilizing it to your advantage.  First of all, I made it quite clear that a $200 settlement was a start, that does not make it right.  The waste overflow is a drain and part of the drain. The language below, under included states "waste or vent lines", except if caused by freezing or roots.  The specific EXCLUSION is a collapse of the drain, waste, or vent lines caused by freezing, settlement, or roots- which was not indicated as cause.  In addition, a waste overflow pipe is not an accessory or bathtub drain mechanism, it does not have any moving parts or mechanisms. In addition, the actual drain pipe was cracked, making the total cost of the repair $725.00.  According to the contract, a leak or break is a covered repair.   I appreciate the kindness of the person who provided the $200 "resolution".  Despite this kindness, it was made very clear that I could take the $200 or receive nothing.  Therefore, it is now out of my hands and will simply turn into another complaint for the attorney general to review and determine if you are indeed interpreting the terms of your contract appropriately.  As a company, you are welcome to resolve this issue and make it right at any time.  I hope this complaint is informative to those who are shopping for a home warranty.  The only acceptable resolution is reimbursement in full. Listed below is the contractual language and proposed reason for denial.  In addition, I requested a written copy of the reason for denial and have not received this document. See Contractual Language Below: INCLUDED: 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 – Built-in bathtub whirlpool motor and pump assemblies – Stoppages/Clogs in drain and sewer lines up to 100 feet from access point. Mainline stoppages are only covered if there is an accessible ground level clean out, except: EXCLUDED: Stoppages and clogs in drain and sewer lines that can not be cleared by cable or due to roots, collapsed, broken, or damaged lines outside the confines of the main foundation (even if within 100 feet of access point) – Access to drain or sewer lines from vent or removal of water closets – Cost to locate, access or install ground level clean out – Slab leaks – Polybutylene or Quest piping – Galvanized drain lines – Hose Bibs – Drum traps – Flange- Collapse of or damage to water, drain, gas, waste or vent lines caused by freezing, settlement and/or roots – Faucets, fixtures, cartridges, shower heads & shower arms – Baskets and strainers – Popup assemblies – Bathtubs and showers – Cracked porcelain – Glass – Shower enclosures and base pans – Roman tubs – Bath tub drain mechanisms – Sinks – Toilet lids and seats – Cabling or grouting – Whirlpool jets – Whirlpool control panel – Septic tanks – Sewage ejector pumps – Water softeners – Pressure regulators – Inadequate or excessive water pressure – Flow restrictions in fresh water lines caused by rust, corrosion or chemical deposits – Holding or storage tanks – Saunas and/or steam rooms. NOTE: We will provide access to plumbing systems through unobstructed walls, ceilings or floors, only, and will return the access opening to rough finishcondition. We will pay no more than $500 per contract term for access, diagnosis and repair and/or replacement. Our authorized Service Provider will close the access opening and return it to rough finish condition, subject to the $500 limit indicated. We shall not be responsible for payment of the cost to remove and replace any built-in appliances, cabinets, floor coverings or other obstructions impeding access to walls, ceilings, and/or floors.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This is another deceitful way of denying claims. The units are the same units when we bought the house and were never changed. To state that the model/brand/serial is not stated in the invoice is RIDICULOUS!!! This clearly shows how a fraud of a company you are and would find any reason to deny a claim. I will reach out to our local Attorney General and file a complaint about your fraudulent company - the same "BAD FAITH" you showed in the NJ case.
Regards,
[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 .   Due to the fact that your purchase date of the policy was in January, you are subject to the terms and conditions of the policy, Section L. Cancellations:This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writing.  CHW offered you a good will gesture to have a full refund providing that you do sign an agreement that you would not post negative responses about our company because we would provide a good will for you, we will not provide the goodwill gesture if you are going to post or complain about the company.  We are not obligated to refund you a full refund due to the purchase date of the renewal.  If you would like to sign the agreement with us, you are more than welcome to do so but then you would have to take any postings down that are negative towards our company.  Reviewing your policy, I do see that CHW has assisted you with $1937.66 in authorized claims throughout the years.  I understand that you had one unsatisfying experience with us and that is why we have offered to assist you with the full refund providing you do sign and agree to the terms of the agreement.Please contact us if you would like to sign and receive the full amount back, if not we can always cancel the policy with a pro-rated amount.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  We do appreciate your feedback as this does help us with our customer service and service providers. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,Tracy M.

Complaint: [redacted]
I am rejecting this response because: the item under dispute was listed as covered under the contract both on your website and confirmed by your customer service department. The issue was with the alteration of what the tech told you was broken vs what you put in the write up. After multiple calls though this issue has been resolved. After multiple calls from the tech saying his report was altered someone on your end changed the report to what was actually the issue, which was covered in the contract. Based on your response to the Revdex.com however it is clear you didn't even bother to look at the case or you would have already known that. My disappointment was with the fact that it was clear both from the contract and customer service the item was covered, but someone at Chw was altering the report from the tech. I understand you are a business, and I was never trying to get an item not covered paid for. 
Regards,
[redacted]