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 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 internal failure in the compressor which caused unit to fail.  This failure occurs when the compressor overheats due to a lack of proper routine maintenance.  Per our policy, Section Letter F, Number 8, CHW is not responsible for repairs due to “failure to clean or maintain as specified by the equipment manufacturer.”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you disagreed. If you would like to further dispute this claim, you may submit your proper routine maintenance records to [email protected] for review.  After reviewing the records, if necessary, we will adjust the outcome accordingly, based on our policy.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 [redacted]Upon review of your policy, I do see that CHW has been able to assist you with one of the plumbing claims for your home; CHW paid $175.00 to a technician for one of your claim, this will affect your refund as CHW will take out the administrative fee of $50 plus the $175 that we had paid on one of your claims. Your pro-rated refund was $951.66 two months used under the policy.Since you have received your refund CHW is not able to provide you with the Goodwill offer that we had agreed to.  We do regret that you had cancelled your policy however CHW is in full compliance with our terms and conditions of our policy. Respectfully,CHW

Complaint: [redacted] 
I am rejecting this response because:
I was not offered or could I find a list of exclusions to the items advertised as covered. I still would like my money back as I feel that there web site has false advertising 
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/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 internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure occurred from a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  We strive to provide the best customer experience, therefore, as a goodwill gesture we have applied a onetime free service call fee onto your policy. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted], Per our policy, CHW does not cover leak tests also, if a unit is low on Freon when you have your routine maintenance that is when the technician should have found this issue. CHW does not provide maintenance and the technicians that we send out to you will fix the problem and you are responsible to follow up with the unit.I do apologize for any miscommunication, please feel free to veiw the policy online if you don't have a copy.  It is there for anyone to view at [redacted]  Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
If I go to the trouble to have the yearly maintenance contract on this equipment as YOU REQUIRE then why would you ask me to ignore the suggested repairs that the technician from that company suggests? What you are saying is a blatant lie. Note on the copy of the invoice I sent that the technician says the unit is NOT working properly on departure.
Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: I am fully aware of what my policy says & what page to find your eliminations on. I think it is BOGUS!! The wire melted the rubber casing which is deemed "fire". Upon reading my policy, which I absolutely did when I purchased it, it reads as if it were talking about a house fire...which is certainly not covered by a home warranty. That's covered by home owners insurance. It's very simple. You intend to take people's money and have no intention of providing the services.  Wouldn't recommend your company to a single person! Your company robs people!!!!! 
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration and apologize for any conveniences this may have caused you. Please understand that the parts needed for your repair is currently on back order.  Once the parts are delivered, the technician will reach out to you to schedule the...

appointment.  Unfortunately, CHW nor the technician have control on the parts, as they come from the manufacture.  Regards,CHW

Complaint: [redacted]
I am rejecting this response because:No offer was ever made to compensate me for anything number one. Maintenance records were sent to Choice Home Warranty and they still rejected the claims. There are over 437 Complaints against Choice Home Warranty for similar rejection by them. Choice has made it a common thing to blame any breakdown on poor maintenance. Even the contractor they sent out to my home stated that the Unit was in good shape and it was well maintained. I have the report from him that states this and they still reject their own contractors report. I am a Real Estate Agent with Realty Executives Associates and have found this action by Choice to be very common claim by Choice Home Warranty. I have 2 other similar situations and the customer service is very poor. When you call them with a claim they put you on hold for 25-40 minutes then transfer you to another agent and somehow you always get hung up on. They are one of the worse companies I have ever dealt with and frankly as the Manager said we are a multi million dollar company and we really do not care what you do. He went on to say they have attorney to handle any complaint against them and if you took them to court they would make it a hardship for the owner.  Regards,
[redacted]

[redacted],You are requesting funds that is lower than we authorized but since the account is cancelled we are not able to authorize any amount for this claim.  We are happy that you have found a company that will be able to assist you in the manner of which you would prefer.  Our policy states that we have the right to offer you funds in lieu of repair or we can offer you funds towards a new unit.  This amount that was offered to you is the amount that we would have provided to you for a new unit and if there was additional cost, you would have to pay out of pocket for that expense.  We do regret your frustration with this claim but unfortunately CHW is not able to assist you with a cancelled claim.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: I understand your fine print and that even though I was told that I could cancel my policy by your staff after the check had been mailed and that it was processed and a refund was going to be issued minus the $450.00, I was told by you staff that the funds would be returned to my credit card and not by check because this is a quicker way to get my refund. Never once was I told that it had to be approved even though your staff went ahead and told me on 2 separate occasions that it was being processed and refunded. I was only told of the denial when I had called on the above mentioned date to check on the status of my refund. I do not accept your explanation or excuse to get out of wronging me. I've had several people sign up for your service because of my federal and not one of them cancelled their policy and was refunded their fees because of this incident regarding my policy. What ever happened to making sure that the customer was satisfied? All I want is my money back and to never have to deal with your company again. I reject you reply in its entirety. 
Regards,
[redacted]

Per the technicians information that he provided to us, the issue was with the plywood. it had become deteriorated and needed to be replaced also the boot seals for the vent pipe were worn out.  This is an exclusion to the policy in Section D. #6, excludes partial roof replacement and appendages.We do apologize for your frustration but we have taken the limited roof coverage off of your policy as you had requested and we are not able to provide coverage for a claim that is an exclusion to the 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].   Upon review of your claim it appears that your claim was processed in accordance to the policy. Although CHW values all customers, if you would like to cancel you may do so in accordance to the policy section Letter L, Number 4 which 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. Our customer service team can assist you with this and can be reached at [redacted].     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].   Our goal is to provide 100% customer service and satisfaction. Our policy outlines in details for our customers the coverage and exclusions. Upon review of your claims, it appears that your air conditioning system claim wasn’t covered due to rust and corrosion. This information is outlined in the policy in section Letter F, number 8. There were other claims as well that had limited coverage. It appears that our customer service team has asked you to reach out to us in an effort to go over the policy and discuss your claims in detail. We would love an opportunity to speak with you, 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,

Dear [redacted]We do apologize for any frustration that you have had with this claim, we do see that CHW has helped you on prior claims that you had with them.  In reference to this claim, since your policy has been cancelled we are not able to provide you with a goodwill gesture but you cancelled it prematurely leaving CHW no options to assist you.  Our policy states in Section C. 3. 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. We did not receive any information that you had your own technician until you had the unit fixed.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. 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 [redacted]   The goal of CHW is to be able to assist all customers and offer peace of mind. Please accept the apologies of CHW if you weren’t able to be put into contact with a manager immediately. As the claim was not covered and CHW didn’t seem to meet your needs, they wanted to provide you with a full refund. It has been requested that a manager reach out in an effort to assist you. Please call the customer service team at CHW directly at 1—###-###-####.   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 claim, you had provided records of what you had believed were maintenance records.  These records were of repairs and they do show that the compressor had failed prior to the start date of the policy.  This is a lack of proper maintenance.  If a part needs to be replaced on a unit and you do not provide that part for the unit, you are not providing preventive maintenance.  The records show that the unit had failures prior to the coverage start date and the technician you had provide us with a diagnosis didn’t say anything different than the one that we had come to your home.We are not able to provide you with a repair due to our policy Section F. Limitations of Liability #12 as well as #1 1. 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.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.Since you are in disagreement with the policy and our terms, we are willing to provide you with a full refund of the amount that you have paid for the policy without any fee’s that normally would be associated with a cancellation.  Please contact our office if you would like the full refund and we will provide you with a form to sign.We do understand your frustration and we are very sorry to see you leave us as a customer however; CHW is in full compliance with the terms and conditions of our policy.Respectfully,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, I do see that you had placed a claim for your Air Conditioning unit.  We did receive a diagnosis back from the technician and it was said that your unit had a premature catastrophic failure of the compressor.  Please understand that this can happen one of four ways,1) Power Surge/Lighting Strike 2) Manufactures Defect 3) Acid Burnout (Due to improper previous repair or improper installation)4) Lack of Proper Routine MaintenanceAll of which are unfortunately not covered by CHW. Please see our policy Section F. LIMITATIONS OF LIABILITY8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.11. We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.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 any frustration that this has caused you.  We do see that you were advised that you could have had a second opinion come to your home and if the technician that you hired had information that was different than ours, we would place back into review.  We have not received any other diagnosis other than this one from the technician that CHW sent, therefore we do have to reply on them to determine that this is a non-covered claim.Thank you for your feedbackas it is always helpful for us, it allows us to improve our customer service.Bestregards,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 on 8/9/14 it states that you have Septic Pump Coverage and Limited Roof Leak Coverage.  You called in a claim on 8/11/14 stating that you had a storm and that your roof was leaking, you used your own technician and gave us a reimbursement form.  Although you do have limited roof leak coverage, our policy states that we do not cover anything related to storm damage. Please see section F. LIMITATIONS OF LIABILITY 8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.Also, your policy was 2 days old, being that the policy was new, the roof shingles should have been in place properly so that they would not come off and cause a leak. Our policy doesn’t cover any pre-existing conditions. Please see Section 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.Also please see Section A. COVERAGE 3.  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.In reference to your Septic, your coverage is for Pumping, not for the repair of the Septic.  That is a different optional coverage.  Please see E. OPTIONAL COVERAGE:2. SEPTIC TANK PUMPINGINCLUDED: Main line stoppages/clogs (one time only, and must have existing access or clean out). If a stoppage is due to a septic tank back up, then we will pump the septic tank one time during the term of the plan. Coverage can only become effective if a septic certification was completed within 90 days prior to close of sale. We reserve the right to request a copy of the certification prior to service dispatch.EXCLUDED: The cost of gaining or finding access to the septic tank and the cost of sewer hook ups - Disposal of waste - Chemical treatments – Tanks - Leach lines – Cess pools - Mechanical pumps/systems. Limited to a total of $200 maximum.9. SEPTIC SYSTEMINCLUDED: Sewage ejector pump - Jet pump - Aerobic pump - Septic tank and line from house.EXCLUDED: Leach lines - Field lines - Lateral lines - Tile fields and leach beds - Insufficient capacity - Clean out - Pumping. We will pay no more than $500 per contract term for access, diagnosis and repair and/or replacement.We do apologize for any confusion that this has caused and for any frustration.  We appreciate your feedback as it helps us improve our services. 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 the claim shows the claim was processed in accordance to the policy. Section Letter F and Number 8 indicates that rust and corrosion are not covered under the terms of the policy. The diagnosis that was received from the technician informed CHW that the unit had a Freon leak. The unit hold about 5 pounds and had leaked about 2 pounds. There was also a leak from the coil and it was corroded. Additionally, the effective date of the policy with CHW was 8/13/16 and the claim was placed on 8/25/16. The technician’s diagnosis that was provided is not something that would occur in such a short span of time and would not be covered. This is provided in the policy section Letter F, Number 1 as CHW is not responsible for repairs related to known or unknown preexisting conditions. There have been no accusations made against any CHW customers, the claim outcome was based on the technicians diagnosis and the expertise of CHW.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW