Bass Services, Inc.

Dear [redacted]We do regret that you are not satisfied with the outcome of the claim however; CHW has offered to provide you with the funds in accordance with the policy terms.  Since the parts are no longer available, CHW is offering to provide you with the amount for those parts plus labor.  We have actually increased the amount from $229.00 to $300.00 however regardless if you decline the offer, it will not change.We have documented that you have declined our offer and if you chose to accept it, please feel free to contact us at ###-###-####.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.  Based on the diagnosis that we received, it stated that the sealant around the skylight has deteriorated and needed to be replaced.  Per our policy, Section Letter E, Number 6, “…Skylights…”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. Per your request, we have cancelled your policy as of June 6, 2017 and will be processing your refund.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 faucet/fixture and the main tub line pipe needed to be replaced.  Both items were replaced without prior authorization from CHW.  Per our policy, Section D, Number 8, CHW does not cover “…Faucets, fixtures, cartridges, shower heads & shower arms...”Per our policy, Section Letter C, Number 3, CHW “…will not reimburse for services performed without prior approval...”Please note that the invoice that we received for the replaced of the main tub line did not show what pipe was needed to be replaced or the cause of leak.  Although this claim was not covered, CHW will reconsider the outcome of this claim.  In order for CHW to reconsider reimbursement, please submit the correct invoice to [email protected].  Please add on the subject line the claim number: [redacted]Once we review your invoice, we will contact 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

Complaint: [redacted]
I am rejecting this response because:
I'm writing in regards to my complaint, ID #[redacted], with Choice Home Warranty.  I have been trying to get in touch with CHW about the refund that they stated we could discuss.  However, every time I call I sit on hold for at least 20 minutes and then they hang up or I eventually get a voicemail box and no one ever returns my calls.  I would like to have this complaint reopened and go further. Please let me know if there is anything else I would need to do at this time.
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]   Please accept the apologies of CHW if you experienced an issue with the technician. The first claim for the ice maker is one that would not be covered as it is considered a preexisting condition. The motor had failed and a mechanical component such as a motor takes time to fail and wouldn’t have happened during the short time span of the policy. The effective date of the policy is 11/25/16 and the claim was placed on 12/1/16. Section Letter F, Number 1 indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions. There has been no diagnosis submitted for the claim for the heating system which was placed on 12/2/16. CHW received an email from indicating that you weren’t able to answer the phone when a call was placed because you were at work. At this time, CHW is awaiting the diagnosis to determine the outcome of the claim. CHW cannot refund any funds that were paid out to the technician as the service call fees. Those are fees that are collected by the technician for the appointment. Section Letter C, Number 4 indicates that you will pay a service call fee per claim or the actual cost and is payable to the service provider. A free service call fee will be placed on your account for future use as a courtesy. Please call the CHW customer service team in the event you have questions at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted] We have submitted your requested written letter of denial to our mailing department to be mailed out to your home.  Along with your letter, we have also mailed out a copy of your home service agreement. In addition to that, we have attached both your letter of denial as well as a copy of your home service agreement. 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 it was processed in accordance with the terms of the policy, section Letter F, Number 12 which 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”. The diagnosis that was provided to CHW was that the compressor was locked up and the unit was not pumping because it was overheating. This was due to an internal failure. CHW doesn’t require that customers submit maintenance records, however, you are invited to send the maintenance records to CHW for a review of your claim in hopes of a more favorable outcome. If you choose to send this information, please submit it to [redacted] and include the claim number.   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 wishes to cancel.  Please see our policy, Section L of Cancellations that states,L. CANCELLATIONThis 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.Based on our policy, you are not entitled to a refund. If you wish to cancel your policy, please contact our Customer Solutions Department 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

Dear [redacted]We regret to hear your frustration, however, to further dispute this claim we ask that you send in your proper routine maintenance records to [email protected].  You stated the last time you had maintenance was four months ago – you may send that record in for review.  Once we review your records, we will follow up with you with the outcome.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
I submitted the receipt to choice home warranty. It was the same technician that they didn't cover, but we had to get the work done so we paid out of pocket for it.  CHW knows exactly what was done with the repair.  but they will not accept the receipt.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:My contractor did call and was told to proceed with the repairs.
Regards,
[redacted]

I am rejecting this response because my complaint has still not been resolved. I still don't have a working oven. We requested that the original tech return with the display pad and keyboard that was ordered and received by him to come finish the job. I paid $60 for a service and no service was fulfilled. The claim that the failures couldn't happen in one day is ridiculous. The home and appliances are 7 years old, and they wear out. The fact that the "policy" began one day prior to our call was completely coincidental and shouldn't matter to Choice fulfilling a claim. We did not even know our policy wasn't in effect until months later. No information regarding the policy was ever sent. Lastly, the statements made over the phone to Choice reps about the "unit" working means lots of different things. The oven clock and light worked the entire week we had moved in, so to our knowledge at that time, it was in perfect working order. We owned the home for over a month with no problems, but WE didnt move in until early August. What we had said about it "not working" since we moved in is because OVER A MONTH later than our initial call on August 8th, we still had not been able to BAKE with our oven. Those comments have been taken out of context and forced by deceitful Choice reps.  How could I ever be liable for no communication on part of such a cheating, crooked company?

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

Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted].
Upon review of your claim for the water heater, we do show that as a goodwill gesture we authorized the technician to repair the unit however when the unit stopped working again, you provided CHW with an invoice requesting to be reimbursed for the new unit that you purchased without prior approval.
This claim was not a covered claim from the start and CHW paid to have it repaired. Rather than contacting us to have the technician come back out, you chose to go against our policy and have it replaced. Please note that CHW does not cover the actual tank itself as stated in Section D. #6, we do cover the heating elements that help the water to heat but the tank is a storage vessel that only holds the water, there is no mechanical function for the tank. Also, per section C. Service Calls #3, you purchased a new unit without authorization and sent us the invoice. CHW does not cover anything without prior approval.
We do see that you have chosen to cancel the policy with us and since the policy was a monthly policy, paying for each month for that current month, you are not entitled to a refund. Also, since CHW paid $430.49 for this policy, it was more then you paid into the policy ( you paid a total of $101.25) therefore even if the policy was paid in full, there would not be a refund.
We sincerely regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our policy.
Regards,
CHW

Complaint: [redacted]
I am rejecting this response because:
Upon the request to cancel the policy I some how was disconnected from the caller during the transfer, the tank was not leaking, third no one contacted me to inform me of the problem with the hot water tank and why it wasn't covered the policy and website clearly states if it can't be fixed we will replace it.  There are no mechanical parts to the water tank in which I was told was covered. Next course of action will be to the attorney general in which the state that chw operates out of......  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They did not disclose in their reply that Not only did we pay the policy of $375 which is what they required, for our very first service call we where told to pay HALF of the Repair or cancel our policy. We had no choice at the time and Paid Half the repair of $255 Plus $45 for the service call, which is $300. For our very first service call. our second service call, for a garage door opener not working, CHW only paid for a flat rate for replacement, and we paid the difference and had to pay for a technician to come out and replace it, to get it fixed, so what kind of Home warranty is that? When I called to cancel because this is obviously not working out as advertised, and on the phone their customer service rep was the one to told me normally we would owe you about $168 but I don't think the company will pay it because you had a claim already with us, that is how it was explained to me. Their policy section L #5 You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50. I am not being unreasonable, just trying to abide by what they advertised, and told me directly on the phone etc. I was  not asking for anything more than what they said. But either way, this is not a good home warranty plan for us. And before cancelling I sent several emails to one of the supervisors who failed to correspond, even though she said to email her for the best way to contact CHW, they left me no option but to cancel. And as I was told in the beginning, pay half your repair or cancel, I do not see that anywhere in the terms. Again, this just did not work out for us as consumers. But hopefully they would do the right thing, but obviously, this is not the company for us to do business with. I mean it was unbelievable to be told over the phone that they where so use to people ripping them off etc. all that knowing that I was a new customer, I too had explained that I was looking for a good reputable HW plan and would like it to be long term. This was just not good from the very beginning. Very disappointing on so many levels. [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 it was processed in accordance to the policy. Your claim for the Plumbing Stoppage is one that was not covered because the kitchen did not have a clean out and it needed to be snaked from the roof. In accordance to the policy section Letter D, Number 8 coverage is not provided for stoppages and clogs in drain and sewer lines that cannot 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. However, CHW did offer a goodwill gesture by offering $100 to assist with the repairs that are needed.   The policy link is included above and records indicate a policy was sent to you via email on June 28, 2016. Policies are sent to the customers prior to the effective date to allow time to read the policy and ensure an adequate understanding prior to the effective date. This will give ample time for questions. Please feel free to call our customer service team directly at [redacted] if 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

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 igniter failed and needed to be replaced.  In addition, the failure of the igniter damaged the deflectors and shields, making those failures secondary.  Per our policy, Section Letter F, Number 19. CHW is not liable for repairs related to “…secondary damage…”We strive to provide the best customer experience, therefore as a goodwill gesture, CHW has covered the entire claim, in which we did advised you.  You accepted the goodwill gesture. If you have any further questions or concerns, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday and Sunday 9am-5:30pm EST.Regards,CHW

CHW was provided with information from the technician that there was a leak from the coil. In order to isolate the leak to determine the fix, a leak detection test is needed. Under the terms of the policy section Letter D, Number 4, a leak detection test is not covered. As explained, there is no way to make a repair if it is not determined where the leak was coming from. Based on the information received from the customer, CHW has been making an attempt to reach out to the technician to confirm the diagnosis. You may call the team directly at ###-###-#### for continued updates.   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.  This was a partially covered claim.  Based on the diagnosis that we received, it stated that the blower wheel came apart causing damage to the motor shaft.  Per our Policy, Section Letter F, Number 19, CHW is not liable for “…secondary damages…”We received your paid invoice and stated we would cover blower wheel part and labor at our cost.  The total amount was $145, in which we deducted your $45 service call fee.  The total amount to reimburse was $100.  The check was sent to you on May 23, 2017.If you have any further questions or concerns please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST, Saturday-Sunday 9am-5:30pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I just called Choice Home Warranty 3/1, the person I spoke with name [redacted] who was very nasty to me said that offer is no long good I called them on December 28,2015 and told them I accept their offer. on the email I got from them there is not time limit on there what are my options to get them to pay me the money they said they would pay. I cancelled the contract today and will write a review as to how they treat their customer let me know what I can do to get this issue with  Choice Home Warranty resolve.