Bass Services, Inc.

[redacted] When placing a claim with our company, you are placing it with a reprehensive who believes that you did review the policy and terms that are there.  We are not technicians and if you tell us that you would like a tech to come to your home, you believe it to be something that might not be covered; we will send a tech out since we do not know the issue. We will place a onetime free service call fee onto your policy for you however we do request that you review the policy that you purchased to ensure that you fully understand what is and is not covered.  Thank you, CHW

Mr. [redacted] Thank you for your response.  We apologize for the inconvenience this may have caused you.  Please forward the email you received to [redacted] so we can locate the server that is sending you the emails.  We will then forward that information to our IT Department to resolve this issue.  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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  In review of your policy, your coverage start date was 9/14/17 and you stated that the last time your unit was working was 9/28/17.  Please understand that a compressor shorting to ground takes time to develop and would not have occurred during the short lifespan of your policy. Per our policy, Section Letter A., Number 3. CHW requires all units to be in proper working order on the effective date of this home warranty contract. 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: Dear Choice Home Warrranty,While I appreciate your position, note that the Furnace did not require any service in December of 2017.  While I did phone once, I cancelled a service call, when I realized I merely had the Thermostat wrong.  I flipped the on to auto, changed the filter and restarted the Furnace.  All normal operation thereafter.  This was all through the Holiday Season, where I had guests visit, and thus I could provide numerous testimonies that the heat was on, there wasn't an alternate source of heat, other than the Furnace, and so...one does not provide a work order for a working furnace.  It worked and I had it fine, through the coming weeks of freezing weather all was normal functioning.  As to accepting a second opinion, it is the First opinion, that of your HVAC Corporation, you dispatched to the home to see the Furnace, as per the attached Work Order statement, that itself provides the expert's determination as to cause of the Furnace Failure. There the rust is stated present but not the cause of the failure.  He cited normal wear over time and that the Heat Exchanger failed for this reason.  He told me that same thing both on first examination of the Furnace, in the basement, and at the door prior to leaving that service call, verbally.  So, he has both stated it and has written it, in the Work Order which you have received a copy.  
It is the period of coverage, from 1/1/17 to the date of the Service Call on 1/8/17, that is to be noted.  In re-signing up with your Company, the coverage period is coverage period.  During that time there wasn't any call.  The Unit failed during said coverage period.  The Home has been under a Home Warranty since September of 2013 with exception of a two month period.  The Unit Failed on your tap with regard to coverage.
Regards,
[redacted]

Dear [redacted],We do see that you have spoken with one of our managers who has been able to assist you with this claim.  We do see that CHW is providing you with a part and you are working with them to pay the other portion of the claim. We are happy to see that a mutual resolution has been met.We do regret any frustration and again are very happy to see that there is a resolution for your claim. All of our best,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 for anyone to review before purchase at [redacted]
Upon reviewing the claim that you placed with CHW, it was stated that the compressor had failed; it had shorted to the ground. Per our policy, Section F. Limitations of Liability #12 this is considered to be a lack of proper routine maintenance. If you feel that this is not accurate, please send CHW your routine maintenance records and upon receipt they will review the records to see if there could be a more favorable outcome to your claim.
Please provide the routine maintenance records to [redacted].
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:  It does not address the basic issue of sending out unsolicited email messages that do not include a "unsubscribe" link.  It is unfair and deluge potential customers with unsolicited and unwanted intrusions via email without providing a means for them to "unsubscribe" without having to spend hours on the phone trying to contact a person at a service center who can then promise to take care of it.  If Choice Warranty wants to send out unsolicited email advertisements, they should at least have the professions integrity and courtesy to provide a means for the recipients to "unsubscribe" immediately. 
Regards,
[redacted]

Sorry to say this issue has NOT been resolved. I have sent Choice Home Warranty all invoices and info and a request for compensation . I also sent work order from 'their company" that apparently did not want to handle this job and made the wrong diagnosis. I have filed a complaint with TN Revdex.com against [redacted]. I will keep you post when if get the results from CHW. Please do not close this case until it has been resolved. Thank you for your support and prompt action.

Complaint: [redacted]
I am rejecting this response because: I have provided DETAILED service records in addition to the payment log.  On 6/24/16 I provided 2 invoice summaries.  When I phoned in to follow up I was asked to provide CHW with the service details.  On 7/1/16 I provided 4 pages of service details that said exactly what was clean, maintained and corrected.  The invoices also show that all the areas of service were within the manufacture's specification. There is no need for me to submit these records again as I received email saying the records were received on the first and being reviewed.  I rejected the $350.00 because that is only a SMALL portion of the cost I had to pay to get the problem taken care of, it is also only a small portion that is owed for a service that I pay for but did not receive.   
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 www.choicehomewarranty.com/user-agreement/. 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 an error code and the unit has a bad touch pad.  Unfortunately the part needed to fix your unit is no longer available.  Per our 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...”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, and offered you $250.00.  You were not satisfied with this offer.  Please understand that our policy states that CHW is only responsible for offering funds for the part and labor.  However after further review of this claim, as a goodwill gesture, CHW will offer you $700.00 towards a new unit.  To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6am EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],It is unfortunate however when you accepted the amount of $250.00, you cancelled your policy with CHW.  We are not able to provide you with a check hirer than what was offered at that time for a non-covered claim.CHW is willing to provide you with a check in the amount of $250.00 as stated if you would like to accept. If you do, please contact us at ###-###-#### and we will send you the paperwork.  If you do not wish to accept this goodwill gesture, we do regret that there would not be anything more that we can do for this claim since it is not covered per our policy.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:On 7/22 and again on 7/25 I made multiple attempts to resolve this issue. Each time I was put on hold and no one ever answered the phone. On 7/26 @ 3:40 pm EST I spoke to Ceasar and explained to him that I was seeking a refund due to the fact that the insured property address didn't exist. He put me on hold and told me he would need to get me to the right department. After an hour long wait again, no one ever answered my call. It's apparent that every time you try to resolve the issue, they intentionally put you in a hold that no one ever answers. If they were truly interested in resolving this issue, they should provide a number other than [redacted]. 
Regards,
[redacted]

Complaint: [redacted]
I am partially rejecting this response because:
We have never purchased appliances nor have we ever done business with this company.Their email marketing tactics of sending spam emails to every email address to all the domains owned by my company are proof of this statement.Our business does not purchase appliances and if we were to, we certainly would not register multiple email addresses for the same appliance with a warranty company.Thank you for removing our email domains from your SPAM email marketing tactics but please be aware that the reply your company sent is factually incorrect.
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].   It appears you have reached an agreement with CHW and was offered a goodwill gesture payment towards the replacement. CHW is waiting for the paid invoice in order to process a check. Please submit this information to [email protected].   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted], We do apologize for the inconvenience this may have caused you.  We have contacted our IT department to remove your information from our do not call or email list.  Please allow one week your information to process. If you continue to receive solicitations, please...

forward the email to us at [email protected], so we could revisit the issue. Regards, CHW

It is completely untrue for the following reasons:1. They have no proof that the Air Conditioning was not maintained2. We bought the property September last year and bought the Warranty on the same Month.3. They have no record that is not maintained once after we paid for the warranty the Unit has the Air Filter changed every month. We hired a Manager to specially changed the air filter4. Air Conditioning Maintenance is recommended every 6 to 12 Months and since we bought the Warranty no 6 months has passed5. Choice Home Warranty that we bought stated clearly on their article A- COVERAGE: "When it become inoperative due to normal wear and tear".6. by their own sent third party HVAC company stated on their Technical Report sent to us that: "They do not know why the Compressor broken down but one reason could the Age of IT"7. Choice Home Warranty promises to cover by replacing:Broken Compressor and even replace the whole unit if it recommended!8. We hire a second option HVAC Company and their report suggested the Unit to be replaced by a new one once the compressor broke down by its age. The Unit was installed in 1997 and had worked fined until its compressor broken down this past January!9. We have 2 HVAC Companies Report that we will be glad to send to Revdex.com to prove that their declined reason is COMPLETELY FALSE! The problem with Home Choice Warranty they do not honor their own contract and use false argument to not pay for any claim. All my claims have been denied like this with just lies and unjustified and unprofessional explanations!10. We have also filed complained with the Attorney General of Arizona and of New JerseyWe want to keep the complained open until they can proof that two HVAC Companies Report were wrong!

Dear Michael [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 records it appears that your claim has been processed in accordance with the policy section Letter A, Number 2. CHW is responsible for the repair of appliances that become inoperative due to normal wear and tear.  The compressor of your air conditioning system has failed due to the internal windings shorting to the ground. This failure occurs from the compressor overheating, which in turn causes this damage.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   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 started with CHW on 4/17/15 and placed a claim with us on 5/18/15; one month after your policy started.  According to the technician your unit was 2 pounds low on Freon and the coils needed to be replaced due to the rust and leak.  Our policy clearly states in Section A. Coverage that you must come into the policy with your unit in good working order.  You are given 30 days prior to the coverage start date to ensure that all the units are in proper working order.  Also, per our policy we do state in Section F. LIMITATIONS OF LIABILITY that we do not cover any known or unknown pre-existing issues; pre-existing to the policy start date.  CHW does expect all customers to have proper maintenance competed to their units as specified by the manufacture.  Please see below:A. COVERAGE3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.12. 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.We do apologize for your frustration with this claim and that you chose to cancel your policy with CHW.  Since you have cancelled your policy with us, we are unable to assist you in any way with this claim.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Dear Julian [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 claims that you have placed with CHW indicates that there were payouts made to the technicians for the claims. There was a claim placed on 12/21/15 for the washer in which a payment made. There was another claim for the plumbing system made on 4/16/16 which resulted in a payout of as well. CHW will cover claims in accordance to the policy as indicated above. Section Letter L, Number 4 of the policy states 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. CHW values all customers and wants to be able to provide the peace of mind promised to customers, however, if you would like to cancel your policy, please call customer service at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   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 was initially a technician dispatched, however, based on previous experiences, CHW needed to locate another technician to diagnose the problem. In the interest of customer service, CHW offers to customers the option to use the reimbursement policy that is in place, in which the customer can select their own technician and are reimbursed at CHW rates of the covered claim, in 30 days and needs to seek prior approval. The policy indicates in Section Letter C, Number 3 that repairs must have prior approval. CHW never received a call from your technician. As a goodwill gesture, CHW offered to provide $200 towards the non-covered claim.   The policy purchased from CHW was for $1281 for a 3 year policy with optional services of the central vacuum and well pump included. You were billed in 3 increments of $320.25. These payments were received on 11/7/16, 12/7/16 and 1/7/17 for a total received by CHW of $960.75. You have canceled your account. Section Letter L, Number 4 of the policy states, “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 10% administrative fee and any service costs incurred by us”. You will be refunded accordingly. Please call the CHW customer service team if there are any questions at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW