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 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

Dear Karthik [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 your claim was processed in accordance with the terms of the policy. The claim was placed advising CHW that the air conditioning had leaking water. It was advised at that time that this is not covered. However, you indicated that you would get your own technician to look at the problem. CHW does offer a reimbursement to customers, however there needs to be prior authorization as indicated in the policy section Letter C, Number 3. This states we have the sole and absolute right to select the Service Provider to perform the service; and we will not reimburse for services performed without prior approval. Section Letter D, Number 4 indicates that water leaks are not covered and section Letter D, Number 5 indicates that primary of secondary drain pans are 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]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 there was leak found on the evaporator coil which was caused from dirt and rust.  Please note, that the inspection report that we received confirmed this failure. Per our policy, Section Letter B, Number 2, “Known defects of covered items found at the time of home inspection are excluded from coverage until proof of repair or replacement is received by us.”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  If you would like to provide pictures confirming that the unit was cleaned, you may submit them to [email protected] for review.  Please note that this does not guarantee that the outcome would overturn.  Once the photos have been reviewed, we will reach out to you with an update. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Mr. [redacted]We strive to better our business practices therefore we thank you for your feedback.  We will send this feedback to our IT Director. Regards,CHW

Dear [redacted] [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 handled properly. There were three parts of the unit that failed as a result of a power surge which isn’t covered according to the policy, section Letter F, Number 8. It appears that you were in contact with CHW and you were informed that you may obtain a second opinion at your expense and submit it to CHW for consideration. You were sent an email on 8/23/16 with this information. There was also information sent from the Dispute department regarding the arbitration as well. This email was sent on 8/18/16. There is no coverage for this claim so there wouldn’t be any monies owed by 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 [redacted]   A review of the claim shows that the claim was processed in accordance with the policy. However, CHW has attempted to reach a mutual agreement with you related to providing costs towards the unit. You discussed this with the team on 11/1/16 and they are awaiting your return call with your decision. Please call the CHW customer service team directly at ###-###-#### should you have any questions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Thank you for your feedback and for allowing CHW to resolve this matter for you.  I do see that you had spoken to Sam and he had offered you a full refund for the policy due to the non-covered claim.  I do apologize that we were not able to assist with this claim but am happy that we were...

able to offer the full refund.  CHW would never want a customer to have a policy that they feel is not helpful or useful; hence the full refund.Kindly send the paperwork back to my attention at [redacted] or you can fax it to us as I mentioned in the email that I had sent to you at ###-###-####.Thank you again for the feedback and for your patience with this claim.  We do apologize for any frustration that this has caused.Respectfully,Consumer Advocate

Dear [redacted],If you go to the website, you will see that there is a section that states “user agreement’ on the bottom. Please click into this section, and then you will be able to see Section F. Limitations of Liability that states that items that are not covered per the terms of the policy. If you look under the specific unit, you will see the included portion of the policy. Per Section F. Limitations of Liability #1 and #8 both state that CHW does not cover failures that are caused to rust or corrosion.We do regret your frustration however; we are unable to provide you with a full refund of the policy as it states in Section L. Cancellations.  You can contact our Cancellations department and speak to them on a pro-rated refund.If you chose to stay with CHW, we will be happy to provide you with a goodwill gesture of a onetime free service call fee to assist with the next claim that you place.We always urge the customers’ to review their policy before the30 day grace period is up, to ensure that all units are in proper working order for the start date of the policy and also to ensure that you the customer understands the policy, if any questions within the 30 day grace period, before the policy begins, you will be able to cancel at that time for a full refund.  However, once the policy begins you are subject to abide by the terms of the agreement.We do again regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:I was never told to get preauthorization. And again if you are not in compliance if you cant find contractors in my area. I did not request your services so I could do your job. All I get from you is the constant runaround. No straight answers. You have charged me with a service you can not fullfill. Then tell me to find my own contractor. Tell me again how you are in compliance. At the very min I am still requesting the full amount to be paid. Do your job and we wouldnt be at this point. 
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 .  Upon review of your claims, we do see that [redacted] Heating Cooling and Plumbing was sent to your home to diagnose the unit and upon diagnoses they did advise us that they charged you for cleaning of the Duct as they were very dirty and needed to be cleaned on every level.  I do believe that is the extra money is for but I will contact them to find out for sure if that was the case.In reference to your service call fee, I will provide a onetime free service call fee on your policy as a goodwill gesture for the technician.  I do see that he took a while to come to your home then provide us with the diagnoses.As of today, 8/14/15 we are still waiting on our authorization team to review your records and they will determine if the claim is covered and if so, we will send you the check in the approved amount.  Unfortunately, we do not have a determination.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,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]
* It is not the policy of CHW to not return calls to the customers or to assist them as needed. You should expect to receive a call back from a manager today.   We do regret your frustration; however CHW is in full 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],We regret to hear your frustration and dissatisfaction with CHW. Please advised that your policy has been cancelled as of 9/8/2017 and your refund in the amount of $80.00 will be processed.  Regards,CHW

The subject Complaint has been resolved satisfactorily. Please see the attachment.  Thank you very much for your assistance.

Dear [redacted],You did sign up with CHW a month prior to the start date of the policy and you were to ensure that all units were in proper working order.  If you would like to cancel the policy, please contact the Cancellations Department and they will provide you with a pro-rated refund as per our policy Section L. Cancellations.I will add a note that you will be calling to cancel.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 www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  This was a partially covered claim.  Based on the diagnosis that we received, it stated that the initial failure was the main control board, CHW covered the repair and replacement of that.  The failure to the main control board caused the thermistor and wire harness to fail, making them secondary failures.Per our policy, Section Letter F, Number 19, CHW is not liable for “…secondary damages…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction. You spoke with our Customer Solutions Specialist who offered to assist you on the non-covered claim, however, you declined as you insisted on cancelling your policy.Per your request, your policy has been cancelled as of June 1, 2017.  Please note, that no further action will be taken on the claim as the policy is no longer active.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted],CHW did advise you that as a goodwill gesture, we would provide you with a repaired unit and we would then cancel the policy.  In the agreement it does state that if we are to cover the claim, you would not place complaints online or to the Revdex.com.  We offered you this as a resolution because you disagreed with the policy and the outcome of the claim. Since you disagreed with the solution that we had for you, we do regret that we are not able to cover the claim that you had for your AC System due to the lack of proper routine maintenance.  The pictures that we received by the technician show there to be rust, corrosion and a dirty evaporator coil that was built up on the blower wheel.  Per our policy, Section F. #12. This is not a covered claim.We do regret that you did not want to accept our goodwill gesture to assist with the 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 our web site at [redacted] Upon review of your claim, we do show that the reason for the failure was due to rust or corrosion. Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover failures that are due to rust or corrosion.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

We apologize for the delay and we are working diligently to get a technician to assist with your claim. Our authorizations department will reach out to day to the technician once again in an effort to have this resolved.  Regards, CHW

[redacted]CHW has offered to provide you with the funds towards the repair, we are offering at the cost we agreed upon with you in the amount of $975.00.  Once you have provided the invoice to us, we more than happy to provide this amount to you. If you would like to contact us to ensure that we have received the invoice once you send it, please feel free to do so.  We do regret all the frustration and are happy to assist with this claim however we are not able to provide more than the agreed amount.Thank you,CHW