Bass Services, Inc.

Dear *** ***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 ***Upon review of your claim, we do see that a technician has already come to your home on 2/15/and CHW has been trying to contact you to make sure that this technician has resolved the issue CHW offered to provide you with the parts to fix the unit or the funds that we would have paid for the parts We are trying to reach out to you, please kindly reach back to us as we would like an update from you.CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***, 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 *** 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. This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures. Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear…” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfiedWe strive to provide the best customer experience, and although this was a non-covered claim, we offered you goodwill funds of $to assist you. You declined this offerPlease note, if you would like to further dispute the outcome of this claim, you are entitled to get a second opinion, at your expense. If choose to hire a technician, please have them call our Authorization’s Department with the diagnosis at ###-###-#### option 5, then 1, Monday-Friday 8am-7pm EST or Saturday-Sunday 9am-5:30pm ESTWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

We are very sorry that you feel this way about our company, CHW pays out on 80% of all claims submitted and there are at least over 1000 submitted daily. We do not look at the price of how much it will cost to repair or replace the unit, we look at what the diagnosis states the failure is.  If the failure is within the policy guidelines then we will cover the claim.  This technician state that the failure was due to rust or corrosion and if that didn't exist then the failure would not have happened. Every Warranty company has exclusions to their policy, ours happens to have rust or corrosion as one because it shows that the customer did not properly maintain the unit and would expect a company to pay for a new unit when they didn't take care of their first one. We are unable to assist you at this time with your claim due to the fact that your policy had been cancelled.  Our system does not allow for us to grant any type of goodwill for a customer that has cancelled our policy.  You chose to cancel because you were not happy with the service due to one claim not being covered.  We do understand the frustration that this has caused and apologize for you having to go through this but we are unable to assist with a cancelled policy.  At CHW we do our best to assist customers with their home appliances, all we ask is that the customers understand the policy that they have.  We post it online for public knowledge, this is something that most warranty companies do not do.  Choice Home Warranty is in full compliance with our policy.  If you should have any further questions, please feel free to contact us toll free at ###-###-#### and we will be happy to speak to you and explain again why we are unable to assist with a non-covered claim.Thank you,CHW

I am rejecting this response because: I did not misunderstand the policy it was misrepresented by your sales person from the beginning I asked if it covered annual maintenance and in fact it does not!! I dont know how many times you need to hear that so I must assume like I said all along your making it up as you go. Furthermore I notice after the cancel date you had to steal one more payment! That needs to be refunded as well.  I never agreed to pay for 3 full years broken down in payments as you took them.  As for the so called good faith effort your tech told me one thing while you told me another imagine that so as far as the good faith effort I could have hired anyone in town and paid them the 700 dollars you wanted to charge me to have it repaired and would not even need you or your policy to do it.

Complaint: [redacted]
I am rejecting this response because: although I understand Home Choice's business practices, I was given the wrong infirmatiin from this company's representatuve. As a result of their mistake I am being Penalized. I hae had 3 negative experienced with Home Choice n find them not a reputable company. All I have left to say. 
Regards,
[redacted]

Dear [redacted],We regret to hear your frustration, however, the pictures we received confirmed the outcome of the claim.  If you would like to further dispute this claim, you may get a second opinion at your expense.  If you choose to get a second opinion, please submit the diagnosis to [email protected] for review.  If it proves to be a different outcome, we would adjust the claim accordingly.  As a goodwill gesture, we have applied a onetime free service call fee onto your 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 Heating claim we do see that the claim was not covered due to the technician advising us that the unit needed to be cleaned, per our policy CHW does not cover any maintenance issues. Per the records that you sent to us, it shows that the technician stated “while providing a tune up found the transformer to be bad”. The technician then replaced the transformer.  While we do not cover maintenance, your technician replaced the unit without contacting CHW before doing the repair/replacement.  Per our policy Section C. Service Calls #3 states that we will not pay for claims without prior approval.We do see that your policy has been cancelled and we do regret your frustration with this claim however CHW is in full compliance with the terms and conditions of the policy. We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period.Best regards,CHW

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

Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your policy that began on 10/17/15, we see that you had placed a claim for your AC unit on 11/3/15; the technician stated that the unit had a bad blower motor and the blower wheel came apart along with the bearings.  He had stated that this failure takes a long period of time to occur.  Per our policy, CHW requires all units to come into the policy in proper working order. Please see Section A. Coverage #3.We do see that you have chosen to cancel your policy with us rather than providing a second opinion as we had agreed to allow you to provide.  Due to the policy being cancelled, CHW cannot assist with the claim and offer any goodwill gestures for a non-covered claim.We do regret the frustration with this claim however, CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because: It is not true statement from you that   "we are not able to cover a claim that goes against our policy". If you can not prove to your customer with leak test result that the leak does happen due to rust, how can you reach to the conclusion that the claim goes against your policy which says "malfunction or improper operation due to rust or corrosion of all systems and appliances"It is getting hotter here and the issue needs to be solved. I will hire a licensed hvac contractor to do the leak test and replace the coil. And if the leak is not due to the rust, CHW needs to refund me the whole replace cost.   Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Had I been the one to purchase the warranty, I would understand this. But this warranty was purchased by the seller of the property and was supposed to offer some peace of mind for us buying an older home. I believe CHW has more on the "do not cover" side of the policy than the "do cover" side. I have found that the customer service was rude. I was transferred several times and hung up on. I would never suggest use of this company to anyone.  If we decide to purchase a home warranty on our own later...after we have to replace our unit we will not use Choice Home Warranty.
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration. Please note that your check# [redacted] was mailed out on 8/17/2017 via United States Postal Service.If you would like for us to reissue another check, you may pay $30.00 (we could deduct it from the funds).  Another option would be to wait...

until the check voids in 90 days. In regards to your dishwasher, you currently have an appointment with Sears on October 5th, 8am-12pm window time. If you do not want to wait for the appointment, you can go through our Reimbursement Process:• We reimburse at OUR rates if the claim is a covered failure• You must pay the technician up front, in addition to the SCF• Your technician MUST call authorizations prior to doing any work to complete the repair for approval• Authorization Hours are as follows: Mon-Fri 8AM-7PM; Saturday and Sunday 9-5:30PM.• It takes 2 days to process the reimbursement upon receipt of form• It takes 30 days to process the check FOR COVERED CLAIMSRegards,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 your claim was processed in accordance with the policy section Letter D, Number 10 in which Meat probe assemblies - Rotisseries - Racks - Handles - Knobs - Door seals – Doors – Hinges - Lighting and handles – Glass - Sensi-heat burners will only be replaced with standard burners are not covered. However, based on information furnished regarding the oven not coming on due to open switches on the burner, restricted burners and the igniter having cracked springs, coverage was offered on the claim. The parts required to conduct the repair were no longer available and in accordance with the policy, section Letter F, Number 9, If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. As a result, you have been offered a payout in the amount of $225.00. Additionally, you voiced a complaint about the level of customer service that was received during the claims handling process, you were offered a free service call to be used on future claims.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]We regret to hear your frustration. Please understand that was the diagnosis given to CHW by the technician. No further action will be taken as this policy has been cancelled. Your refund in the amount of $262.50 is currently processing and will be sent back to your credit card.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 claim, we do see that the technician stated that the heat pump needed to be replaced. CHW will be happy to provide the HEAT PUMP to the technician and then you would be responsible for the remainder of the claim. If you do not want us to provide the heat pump to you, we are offering back the one year policy that you had with us in the amount of $607.50. Both of these offers are a goodwill gesture since the claim is not covered by our standards and you cannot produce routine maintenance records.
We understand that you do not hold on to the records however the technician’s that you had used for the maintenance should have your records on file. If you can produce the routine maintenance records, we would be happy to review them, please send them to [email protected].
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 claim for your Air Conditioning System, we do see that the technician stated that the unit was out of Freon, he found a leak in the evaporator coil, that leak happened from rust which is something that CHW does not cover.  Please see Section F. Limitations of Liability #1 as well as #8.We do understand that there was a goodwill gesture to assist you with this claim in the amount of $200 which you had declined.In reference to your refund, please see Section L, Cancellations for the policy.  CHW will only provide a full refund for the policy if it is within the first 30 days of the purchase date.  Thereafter, CHW will take a percentage along with an administrative fee of $50 and provide you with the pro-rated amount of the purchase price.This policy was purchased on 3/11/15 and you were sent an email from CHW that same date showing the policy number.  Your policy that you chose could be viewed on our customer portal at any time after the purchase.  The regular policy can be found online as stated above for anyone to view at any time. We do apologize for any information that you feel as though you were not informed, we do urge all customers to read the policy before the grace period is up to ensure that they are satisfied with the coverage.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.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]   A review of your claims shows that the claim was processed in accordance with the policy. The parts that are needed for the repair of the stove are no longer available as the technician wasn’t able to obtain the model or series number off of the unit. It was also determined that it wouldn’t be feasible to fix the unit based on the value of the unit versus the cost of repair. Section Letter F, Number 9 states, “…If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair….”. As a result you were initially offered $280.00 to assist towards the purchase of a new unit. This was then increased to $330 and a final offer of $450 was made. Section Letter F, Number 16 states, “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance”. The claim was processed accordingly. If you would like to have the $450 authorized and sent to you, please call the CHW customer service team directly at ###-###-####.   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 our web site at http://www.choicehomewarranty.com/user_agreement.php.  Upon review of you claim, I do see that CHW has offered you $50 less than what you are requesting, CHW is offering you what we would pay for the unit that you have at our prices as stated in the policy.  Also, we have offered you a new unit that is comparable to what you have as stated in our policy. We cannot force you to take the unit or the check that we have offered to you but the price is exactly what we would pay in a national whole sale price, also the unit that we have offered you is a new unit that we would install for you.  From the notations on your claim, this claim was not a covered claim and this was a goodwill gesture.  I do apologize that you are unhappy with the price or the unit that we have offered for you. Please see Section F. Limitations of Liability 9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. 16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance. CHW has in good faith offered these to you as solutions to your issue with your unit.  We are in full compliance with our policy. 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. 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]   Upon review of your claim it has been noted that the claim was covered in accordance with the policy.  Under the guidelines section Letter D, number 4, drains are not cleaned. Additionally, we are not an emergency service but will work with our customers to provide reimbursement services should an emergency situation occur. When inputting the initial claim, our team is sure to make the customer aware the claims have been sent to the best available technicians in the area and we ask that you allow 24 hours for a technician to return your call. However, 80% of our claims are responded to within 4 hours. We also ask that you allow the technician 2 business days to make an appointment. Please note that in the event the technicians aren’t able to schedule in accordance with your requirements, you may call our customer service team directly to allow the claim to be re-assigned to another technician in your area. We are a 24/7 hour operation and strive to assist our customers with their needs. Please feel free to call us when needed and your information will be taken. You may have reached an answering service after hours which will ensure that the message is dispatched accordingly.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

You policies were canceled in accordance to the policy section Letter L, Number 4 in which 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. 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. In review of your policy, you purchased your policy May 17, 2016 and it became effective June 16, 2016. A review of the claims show that they were processed according to the policy.  You placed a claim for your ice maker stating that the last time it was working properly was July 4, 2016.  Based on the diagnosis that we received, the failure would not have occurred during the short lifespan of the policy. Per our policy, Section Letter A, Number 3, “Are in place and in proper working order on the effective date of this home warranty contract.” Based on the diagnosis we received for your dishwasher, it stated that the stemming from the water inlet valve caused the float switch to fail and send the wrong signal to the control board.  The float switch and control board failed as secondary damages. Per our policy, Section Letter F, Number 19, we do not cover secondary damages. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW