Bass Services, Inc.

Dear Ms. [redacted],The numbers that you are adding do not exist any longer due to the fact that you chose to cancel your policy. As you stated in your previous email, the reasons that the unit failed were not covered under the policy. You are more than welcome to speak to a customer service rep by not entering a policy or claim number. You will then be directed to one of our agents who can explain the outcome.  However, you chose to cancel therefore we will not be providing goodwill. Thank you,CHW

Complaint: [redacted] I am rejecting this response because: The failure of the evaporator motor is hardly secondary damage.  The thermostat and evaporator motor work together as a system.  The evaporator motor cannot be expected to function properly if the thermostat is bad.  The refrigerator was properly maintained but failed due to normal wear and tear.  This is just another example of the shady business for which the company was recently sued: "Choice Home Warranty allegedly deceived consumers by refusing to provide the services it promised – specifically, the ability to have major appliances or systems repaired or replaced," said state Division of Consumer Affairs Acting Director [redacted] in a statement. "CHW did this after luring consumers with ads promising they would 'Never Pay for Covered Home Repairs Again.' "The main reason I am even a CHW customer is that the company used extremely high-pressure sales tactics to get me to sign up.  I was not even given a chance to review the service contract before signing up for service.  The sales agent ([redacted]) told me that I could cancel without penalty if I did not like what was in it.  Upon receiving my contract, however, I realized that there would be a $50 fee for cancellation.  Tim had promised me that the service contract would cover items that break down due to normal wear and tear, but failed to mention that this was on a component-by-component basis.  Even the recordings while on hold with the company cite the fact that "nothing lasts forever" as a reason to purchase coverage through Choice, and gives a list of several appliances in the home as examples.  This deceptively leads people to believe that whole appliances are covered.If CHW does not fully cover this claim (which is an additional $303--a meager amount to them), then I will simply take back the unused portion of my premium paid to them in order to fund the repair.  If this is how the company chooses to do business, they will find it to be a detriment in the long run.  I will gladly recommend companies that operate transparently and non-deceptively.  Likewise, I, as well as so many others, will warn friends and family about companies with deceptive business practices. Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because:1) The response lacks a full understanding of my filed complaint.2) I do not feel our complaint was given due diligence.3) I accepted the $200, because I knew we would not be fully heard through ANY method of complaining.We will await the $200 check in the mail.
Regards,
[redacted]

Dear [redacted],On 3/29/16, you spoke with one of our Supervisors and he stated that he could not cover the claim for you because of the diagnosis.  The technician stated that there was an internal failure and you stated you believed this to be because of a lizard going into the unit.  We did advise you that the unit was not covered per the policy Section F. #12 however on this day, our Supervisors stated that he could see if he could possibly assist you with this claim.  You were very upset and stated you would “not accept anything less than a covered claim”.  Therefore because of this we did not offer you anything.Although you did not provide us with any type of maintenance records, you only provided an inspection report; we can provide you with a goodwill gesture of $150 to go towards this claim.If you would like to accept this goodwill gesture, please contact our office and we will send you the paperwork for us to release the funds to you since this is not a covered claim, the form would need to be signed.Thank you,CHW

Dear [redacted],We have reviewed the claim and do see that the second claim that you placed for the refrigerator unit has been covered and CHW did authorize $200 towards this claim.All our best,CHW

Dear [redacted], Thank you for your feedback, we regret to hear your frustration. Over 85% of our claims are approved as we cover the mechanical failures due to normal wear and tear based on our policy. Choice Home Warranty advertises the highlights of what we cover, however, our policy is located on our website at www.choicehomewarranty.com for public viewing.  We strive to provide the best customer experience, therefore we would like to provide you a one-time free service call fee for your next claim. To accept this offer please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST. Regards, CHW

[redacted], Our policy is online as stated in our previous response for anyone to review. CHW offered to assist you with this claim and provide you with $200; however you chose to cancel the policy rather than accept our good faith offer. The only offer that we can provide you with now would be a refund of the paid policy of $240.00.  If you would like to accept this offer, please contact our customer service department and they will provide you with a release agreement to sign and then we will process the refund once your signed agreement comes back.  The number to call is ###-###-####. 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/useragreement.com.Upon review of your claim for your Air Conditioning System, the technician did not state that the unit was maintained poorly, he did say that it was fairly dirty but the issue was not maintenance, the failure was a result of the compressor blowing up, oil leaking and that the wires were fried.  This can be due to a power surge or a lightning strike. 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.We also informed you that per our policy, we only provide coverage for 2 units unless extra coverage is added to the policy upon signing up for renewal.  Please see Section 4. AIR CONDITIONING/COOLER under Excluded states “No more than two systems covered unless purchased separately at time of enrollment.”We do apologize for any frustration that you have experienced with this claim, Unfortenelty CHW is not able to cover this claim due to the exclusions to the 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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim the diagnosis that was provided to us stated that there was a fire in the blower compartment.  He stated to us that all the electronic components were burned up into the air handler.  He also said once he was able to get the unit started, he saw flames coming from the air handler and smoke from the compressor.  Your unit was not in proper working condition and not properly maintained. Per our policy, Section F. Limitations of Liability #8 states that CHW does not cover failures that are caused by fire.  Also, per the policy in Section F. Limitations of Liability #12 states that CHW is not responsible for repairs related to a lack of proper routine maintenance.If you had disagreed with this outcome you could have provided your own technicians’ diagnosis for CHW to overturn the claim if there was something different that was stated.  However, you chose to cancel the policy and CHW followed Section L. Cancellations that state that by breaking the policy with us, you will be charged an administrative fee of $50 and you will pay back the claims that CHW paid for.Per our policy, Section C. Service Calls, you requested a technician to come to your home and have a diagnosis.  Any customer that has CHW provides a technician to their home is required to pay the service call fee to that provider.  These funds did not go to CHW but to the provider that came to your home to diagnose the system. We are very sorry to see that you chose to cancel your policy with us however; CHW is in full compliance with CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

I see that there was a miscommunication between you and one of our other customer service reps. I have authorized the $116.00 for you and you will receive it within 30 business days.  I will do my best to have it sent to you faster but I cannot promise as this is a computer generated...

system.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 unit needed a new door lock assembly.Per our policy, Section Letter D, Number 2, “…Door/door seals…” are not covered.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. Please understand that outcome of this claim is based on the diagnosis that we received from the technician.  If the technician has any discrepancies in regards to the diagnosis, please have him contact us.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 regret your frustration, however, Choice Home Warranty is not responsible for the damage or negligence of the Service Provider. Although we are not responsible, we do want to assist you.  We have advised you that we would cover the cost of a new air handler and the labor. Please contact our Customer Solutions Specialist at ###-###-#### Monday-Friday 9am to 6pm therefore we can move forward with this claim. 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 03/19/15 and placed a claim with us on 5/22/15; 2 months after your policy started.  The technician stated that the unit was low on Freon and he thought it might be leaking from where it was rusted or corroded.  He did require doing a leak test to make certain that this was the case.  Our policy does state that we do not cover leak tests. Please see section D. COVERAGE 4. AIR CONDITIONING/COOLER EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.Our policy also states that we do not cover any unit that comes into the policy that are not in good working condition, if it is known or unknown.  Maintenance should also be completed per our policy as the manufactures requirements.Please see Sections below: This money does not go to CHW but to the provider that did the actual test and if the claim was approved or not, it would have to have been paid by you.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

CHW apologizes if you were provided with the information that you are not a suitable customer. That is not indicative of the level of customer service provided by CHW. However, at this time, the claim is one that remains non-covered. CHW will not pay for a claim that is not covered in accordance to the terms of the policy. CHW has offered to provide you with a full refund, less any claims that have paid. The option of the payment of the claim in addition to the refund is not one that will not be offered. If you would like to take advantage of this offer, please call the CHW customer service team directly at ###-###-####.   Regards, CHW

As a goodwill, CHW agreed to send another technician to provide a second opinion, which confirmed there was a lack of proper routine maintenance. CHW also offered as a goodwill gesture to assist with the repairs of the non-covered claim by offering $250 and it was declined. In the event you would like to accept the goodwill of $250 that was offered, please call the CHW customer service team directly at ###-###-####. 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. Upon review of your policy, we do see that CHW has assisted you in $616.00 in claims however the last few claims that you placed were not covered.  The issue with the roof leak, CHW does provide a pre-authorized limit for all claims when technicians go to our customers’ homes.  This limit is $100, 00 and if they need to go over the $100.00, then they need to contact CHW to provide us with the diagnosis.  We do not have a diagnosis on file for this claim and therefore it has been closed. If you have an issue with the roof and would like to place a second limited roof leak claim, we will add a onetime free service call fee to your policy to place the claim. Please remember to always contact CHW to advise when a tech has left your home, this way we are able to receive the diagnosis to advise if the repair is authorized.In reference to your refrigerator claim, it was advised to us that there was a mechanical failure in the control boards however the unit was leaking.  Our policy does not cover leaks of any kind for this unit; therefore this claim too would not be covered.In reference to the last claim that you had placed for the Heating System, it was reported to CHW that the unit did not fail in a normal fashion, the unit lacked certain maintenance as specified by the manufactures however we do see that one of our managers’ Jose is working with you to assist as a goodwill gesture for this unit.  There has been communication between you and he about this claim and it was explained that there will be an out of pocket expense.We do wish the best for you with this claim and hope you are able to work with the manager to resolve this issue.  Please do not forget that we have added the onetime free service call to your policy. We do regret your frustration however CHW is in full compliance with the terms and conditions of the 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, we do see that you placed a claim a few days after your policy began. We dispatched a technician who advised us that this type of unit is a water sourced heat pump and is an excluded item in our policy, Section D. Coverage #5.
We also see that you canceled your policy with us. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

[redacted]CHW does regret the frustration that you are going through and we have requested that our Vendor Relations Managers contact the technician to contact you as soon as possible.  If you do not hear back you are welcome to contact us and we will send a different tech to your home at no cost.Thank you,CHW

Dear Mr. [redacted],As per the policy, your account is not owed a refund.  Please review Section L. Cancellations however as a goodwill gesture, CHW will provide you with the 4 months of payments you made to us.  We will provide you with a release agreement since the policy has been cancelled and we would have to have you sign this to provide the refund.Please contact us and it will be listed on the notes of the policy to have a release provided to you upon acceptance.  Thank you,CHW

Dear [redacted],We regret to hear your frustration. Please understand that Choice Home Warranty did not “take” your funds in the amount of $1,050.00, as you authorized an installment plan with our sales rep for the Total Plan Coverage Plan you purchased.  Please see our...

policy Section Letter L of Cancellations as you were only entitled to a pro-rated refund:This 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 this, your pro-rated refund was correct with the amount of $610.04, which was processed back onto your credit card on 10/2/2017 at 6:13 pm. CHW attempt to come to a more favorable outcome for you by offering you the amount you paid for the policy ($1050) minus the service cost (215.00) minus the administrative fee of (50.00) = $785.00; in which you already received $610.04.  Therefore you were offered the difference of $174.96, in which you rejected due to you declining to sign the paperwork to process.  If you would like to accept this offer, please contact us directly at If you would like to move forward with cancelling your policy, please contact us 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