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].   CHW provides coverage for items that are in need of repair due to mechanical failures due to normal wear and tear. Upon reviewing your most recent claim, it was processed in accordance with the policy as outlined in section Letter F, number 12. Repairs are not handled due to lack of maintenance and Letter F, number 8, repair of rust and corrosion. One of our continued goals is to provide outstanding service to all of our customers and we want to be sure you are satisfied. We discussed the option of providing you with a refund since we weren’t able to provide you with the service we promise. In the event you are still interested, please call our customer service team directly 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

Dear Mr. [redacted]We do regret that you feel that there is confusion however CHW does not cover failures that are pre-existing to the policy start date. The failure that you had could not have happened within the timeframe that you had your policy. Per Section A. #3 states that all units must be in proper working order the day the policy begins. This was not the case, your unit was not.Kindly contact us if you need further explanation. 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.   Upon review of your claim it appears that the claim was processed in accordance with 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”. CHW doesn’t require that maintenance records are sent in, however, in an effort to review the claim, the records were reviewed but deemed insufficient based on the missing information on the records which includes the model and serial number, readings, drawings, etc, that should be indicated in accordance with the manufacturers specifications.   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

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

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]

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 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

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.

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]

Dear [redacted] [redacted],We regret to hear your frustration however, please understand that your system being 4lbs low on Freon takes a while to occur and would not have occurred during the short lifespan of your policy. The outcome of the claim stands.The offer for a free service call is still available, making it 2 free available service calls fee on 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 [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

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?

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]

Mr. [redacted],Please see our policy, Section E. Optional coverage #4, the sump pump is an extra add on for the policy.  You chose not to purchase the extra coverage for the policy.  As a goodwill gesture CHW will offer to provide you with $200 towards this claim however if you chose to renew the policy, you can then add the extra optional coverage.If you would like to accept this offer, kindly contact us at ###-###-#### and we will provide the authorization to you or to the technician in the amount stated above of $200.00.Thank you,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

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

According to the manufacturers specifications indicated in the units documentations, it specifies what preventative maintenance is. Section Letter F, Number 12 of the policy 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 maintain any records of maintenance that has been performed due to this exclusion in the policy. Consumers also do not have to use the technicians that are sent to CHW to do repairs that aren’t covered. The technicians aren’t referred for anything other than what they are assigned to diagnose during the claim. Section Letter F, Number 19 of the policy states, “You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages”.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:  The technician did not check the dryer's thermostat or the drum when told it makes a thumping sound. he stated the rollers could be worn out but didn't do anything about it.  All he did was take off the vent connection between the wall and dryer, and state the venting was not up to requirements which is not true. This house was new when I bought it and was up to code in all aspects.  He stated the vent was clogged, another lie, he didn't check it upstairs or go under the house to check it. (my neighbor also verified there was no clog in the vent after checking under the house.)  I have a vacuum with a long crevice tool attachment, which also proved the vent was not clogged.  I did not call for my vent to be checked, I wanted my dryer checked out, I had a very similar problem in the past and it was the thermostat.  After being told my drum rollers could be worn out, the technician STILL DID NOT check the dryer.  Like in the past I am still able to use the dryer on a low setting.  I am very disappointed with the service I have received from the technician sent to my home from [redacted], and I ask that he not be allowed to return as I would not be comfortable with him repairing anything of mine.  From my past experience with an over heating dryer, it costs more to repair it then to replace it, therefore I am asking that the dryer be replaced instead of another non productive visit which will avoid being put through any more stress.
Regards,
[redacted]