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 the claim it shows the claims was handled properly. Based on the diagnosis that was received the basket strainer and pipes are leaking and rusted. This is not covered according to the policy section Letter D, Number 8 in which the basket strainer is not covered and section Letter F, Number 1, rust and corrosion aren’t covered. However, CHW has made an attempt to work with you and provide a goodwill payment in the amount of $150 upon receipt of the signed agreement that was sent to you via email on 10/26/16. It hasn’t been received as of yet.   Per your request, 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

[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]

[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 as long as they honor the gesture offer of $250.00 that can help and I can use as part payment to fix the AC.
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 at [redacted] Upon review of your policy, we do see that you placed a claim for your AC systems on 7/7/15 and the technician stated that one of the units had a coil that was dirty, clogged and he could not receive a pressure readings until the unit had thawed out due to it being frozen.  This claim was not a covered claim due to a lack of proper routine maintenance. Before placing a second claim for this unit, you should have provided us with a proof of repair, however we did still send a technician to your home on 5/3/16, since you placed a claim again for your AC system and you stated that the unit had a power outage and then they stopped working.  The technician explained that again the unit lacked proper maintenance; it was low on Freon by 9lbs and it only holds 10lbs. The evaporator coil was leaking as well. The fins showed deterioration and visible lack of proper routine maintenance. Regardless that this claim was not covered for the lack of proper routine maintenance and the fact that CHW does not cover failures due to power surges, we still offered you a goodwill gesture of $150 towards the repair of the unit, which you had declined.  We again advised you that since the last claim was not a covered claim, this unit was not fixed prior to this one, we still would not be able to cover the cost of the repair, the unit lacked proper routine maintenance on the previous claim and that denial still stands for this claim.  The pictures that we had received from the technician do show exactly what the technician stated to be true. Per our policy, we do not cover failure due to a lack of routine maintenance.  We are still willing to provide you with the goodwill gesture as we stated before of $150.00. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy. Regards, CHW

Complaint: [redacted]
I am rejecting this response because:
Choice Home Warranty has not provided me with any peace of mind by any means! They have definitely not offered a high quality, easy or affordable way to protect me and my family's most valuable asset. They didn't send the terms of the user agreement at purchase. The pamphlet didn't arrive at my home until almost
3-4 weeks after I paid for the warranty. The service providers they choose to use to handle their work orders don't even show up when they are suppose to, which caused many inconveniences for me and my family. The work they performed was done at times when I was not even present which also caused issues with my unit. Choice Home Warranty was notified from the start that I only lived in the home for a short period which they said would not matter at all. In the terms it does not state anything about needing amp draws, pressure readings, etc. on a service report. I had my unit serviced in the short time I have lived in this home, and have provided receipts showing the unit was serviced and cleaned. Now Choice Home Warranty is claiming this isn't good enough. Also a outdoor condenser unit is made to be outside and withstand natural dirt and debris that may build up inside the container. The coils were cleaned twice since living here and the compressor has failed because its 17 years old, not because of some normal outdoor debris. So this failure was not due to a lack of normal or routine maintenance, which was done since I've lived here and provided receipts for the services done! Choice Home Warranty serviced the unit when they had to replace $20 parts. If the unit wasn't serviced why were those service calls no issue? This has been nothing but trouble and Choice Home Warranty has not fixed this ongoing problem from the start. They are trying to use every word possible in their contract in order to get out of fixing this issue. I was told to send receipts in showing I had the units serviced, and once they received them I was then told they needed 3 years prior records of service. That's impossible since I have only been at the address for a little over a year. Choice Home Warranty is not in compliance with the terms and conditions as they claim!!! They are just another big insurance/warranty company taking advantage of people who they think they can. Bottom line is, a compressor can fail for different reasons, which makes it impossible to say it failed because of lack of routine maintenance, which WAS performed. This claim should be covered by Choice Home Warranty and others need to know how they don't stand by their agreement.  
Regards,
[redacted]

The CHW has been attempting to reach you but have not been successful. There has been a message left for you. Please call the customer service team at ###-###-####.   Regards, CHW

Dear [redacted],                          Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable...

way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]t.   A review of the claim shows that the claim has been processed according to the policy. The diagnosis that was received by the technician was that the system had an internal failure of the compressor. This is caused from excessive overheating and is a lack of proper routine maintenance. Section Letter F, Number 12 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”.   CHW doesn’t require that maintenance records are providing, however, you are invited to submit them for a review of the claim. You didn’t send in maintenance records but instead an invoice dated 4/5/15 that shows there was a replacement of 2 capacitators. There were also documents that were submitted that were invoices as well. You can find the specific normal routine maintenance in the manufacturer’s literature. You are a valued customer and CHW offered to provide you with a $250 goodwill payment to assist with the non-covered claim but you declined. If you would like to receive this, 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:  No Where in the contract does it state we have to have a 21 point check list that is done on a routine maintenance check.  I did have maintenance contracts with three different companies during the past 10 years.  None of them gave a checklist as you describe.  I did get an invoice with a summary of some things that were found.  Twice I emailed you the past three years of these invoices.  Only once was rust ever mentioned and that was in May 2012 when the evaporator coil was rusted and leaking water.  It was replaced and paid for by [redacted]  And it did not affect the furnace portion of the unit.  The rust shown in the picture you have was due to moisture over the past 16 years from the evaporator coil which is located above the furnace.  It is on the outside of the furnace and had no effect  on its operation.  The heating elements burned out due to the age of the unit.  The company I had in 2011-12 did give the specific information you mentioned but I did not send those since I did not believe that what was done then had any effect in December 2016.  I did send a contract for [redacted]' for 5/10/2013 - 5/9/2014 and for 2014 - 2015 which listed what they check.  The technician Choice dispatched sent me an email which said he had just texted me the pictures he shared with Choice and that it is normal for you to say things like it was due to lack of maintenance.  He also said his diagnosis he gave to you was "NORMAL WEAR AND TEAR".  Also, the Final Consent Judgement in the 2014 lawsuit brought by the New Jersey Division of Consumer Affairs which was given in June 2015 prohibits CHW from, among other practices, "Requesting maintenance records or other similar documents from consumers in the initial review of their claims."  It is my understanding CHW continues to have business practices monitored. We undertook this contract in good faith and did our part.  We assumed Choice Home Warranty would also, but you have instead committed fraud.  We reject your offer for a refund of $491.40.  We paid $1,200.00 to have the furnace replaced and that is the amount we expect to be reimbursed.
Regards,
[redacted]

Dear [redacted],Kindly send the receipt to [email protected] and
please place the claim number on the receipt along with "POR" - this
is for proof of repair. This way any claim that you place in the future will be able to be placed for that unit.We do regret your frustration and we appreciate that you are going to continue to be a customer of CHW.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:I do not argue that the contract states that you prorate the refund. Nor do I argue that the contract throws in that you will deduct from any refund all warranty payments made to date. My grievance is that despite your representation in your contracts, you still continue to use creative and deceptive means to sell your product. For example your sales represetatives tote your product as a warranty even though you go out of your way to claim otherwise. Isn't the name of your company "Choice Home Warranty" ??? When I originally contacted your company, you sold me on the idea of purchasing an extra 2 years by throwing in a carrot - 3 extra months, promising that at any time you can cancel the other years without any loss. This is obviously not the case. This is not the first time that you had practiced such deceptive advertising. Back in 2013-2015 the state of New Jersey filed a lawsuit which resulted in fines paid by your company for such behavior. Perhaps it is time to contact again the Attorney General of New Jersey.In short, I want a prorated refund that does not deduct outlays by your company. 
Regards,
[redacted]

The CHW policy states in section Letter F, Number 12 that the maintenance and cleaning should be pursuant to manufacturers’ specifications. Also, records indicate that the unit in question is manufactured by Rheem.

Dear [redacted],We regret to hear your frustration and apologize for the inconvenience this may have caused you.Our recent records show that the parts have been ordered and will be sent over night to the technician.Once the technician receives the parts, you will be contacted. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:  I do not believe they sent a reliable service company to look at the unit. He couldn't tell us where the freon was coming out from there for how can you possibly know its a leak? I have made several calls to experienced AC companies to get there opinion and both told me basically the same thing. You have no way of knowing till you find the problem. A homeowners first indication of a possible freon LEAK is lack of cooling. We didn't have that, it just went out. 
Regards,
[redacted]

Dear [redacted],Since this is a non-covered claim, CHW is offering to provide you with the cost of the parts.  The cost of the installation would not be something that we would provide to you but you could however use the same technician for better pricing for the labor.  Also, since he is aware of the unit, it might make it easier.If you would like for us to provide you with the amount of the parts as we stated we would, the cost would be a goodwill gesture.  Kindly advise us if you would like to accept the offer for the parts as the labor would not be covered for a non-covered claim.Thank you,CHW

Dear [redacted]                    Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable...

asset.  We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   A review of the claim shows that the claim was processed in accordance with the policy. The claim for the heating system was placed online on 11/29/16 and the policy has an effective date of 11/9/16, however, the information that was placed online when placing the claim indicated that the last date the system was working was 3/31/16, which is months prior to the start of the policy. As such, it would be considered a preexisting condition. Section Letter F, Number 1 indicates that CHW is not responsible for repairs related to unknown or known preexisting conditions. As a courtesy, CHW sent a technician to the home who determined that there is a bad control board. This wouldn’t be covered in accordance to the policy. There was a request made to cancel the policy and it was cancelled, however, a request was made to reactivate the policy. There was another call received on 12/5/16 to cancel the policy at the end of the month, however, once the information was relayed that the cancellation date is effective when the request is made, the customer advised a call back will occur on January 1st. If there are any questions, please call the CHW customer service team at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],Per the technicians’ recommendations, they stated that the unit is not worth the repair.  Therefore CHW was offering the funds to you which you had declined.  You stated that you wanted the unit fixed, so CHW advised you that we will fix the unit however since it is not a recommendation from the licensed technician to do so, we advised you that it will no longer be covered under our policy.  If this unit does not work after it is repaired, you would have to contact the technician for any future issues.  Please advise us what option you would like.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 policy, we do show that you placed a claim for your microwave unit 5 days after the start date of the policy. Per our policy, Section A. Coverage #3 states that all units must be in proper working order on the start date of the policy. Also, Section F. Limitations of Liability #1 states that CHW does not cover failures that are known or unknown pre-existing conditions.
Per your purchased policy, you were required to only pay a service call fee of $60 per claim. Please contact the service provider if he had charged you more or for a refund.
We do see that your policy is in past due status in the amount of $200.00. Please make a payment to the policy or it will be canceled per Section L. Cancellation.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

[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]. All of our information was sent to you upon your start date as well. You did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your policy that started on 8/22/15, you placed a claim for your Air Conditioning System on 8/25/15; this was only 3 days after your policy began.  The technician stated that the units failures: Low on charge, needed a fuse at the disconnect; could not have happened within the 3 days that the policy began.  These failures take time to happen and per our policy, Section A. #3 state that all units must come into the policy in proper working order.Also, Section F. Limitations of Liability states in #1 that we do not cover known or unknown pre-existing issues.As per our policy, this claim would not be covered. We do apologize if anyone was rude to you in any way.  CHW doesn’t condone that behavior and this will be addressed with the supervisor that had spoken to you.We do apologize for any frustration that this claim has caused you, we always urge our customer to read over the policy as it is always as said above available online for anyone to view. 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]We do apologize for this mistake; we will review the cancellation refund and make sure that this amount is not deducted from your refund.  If we do see that it has been, we will provide it back to the credit card that you have on file. Please allow our billing department 10 business days to investigate. Best regards,CHW

Complaint: [redacted]
I am rejecting this response only because it contains false historical information:
THE CHW office manager ([redacted]) and others in customer servce stated to me that they DID NOT process the check in April and May as they originally thought and the promised an expedited check.  After the Revdex.com was contacted they changed their story  to say the check must have been lost in the mail.  This time I have a check  number and alleged mail date and hope it arrives.
Regards,
[redacted]