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. The diagnosis that was received stated that the evaporator coil was frozen due to the coil being impacted with debris and dirt.  This was caused by a lack of routine maintenance.  Per our policy, Section Letter F, Number 12, we do not cover failures that result from a lack to “perform normal or routine maintenance.” Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you did not agree with therefore you opted to hire your own technician for a second opinion. CHW received a paid invoice from your technician which stated that the unit was low on Freon and the system needed to be changed.  Please note, that the system running a Freon leak, shows a lack of proper routine maintenance as it would have been addressed during a service maintenance. The outcome of this claim stands.  If you would like to further dispute this claim, kindly submit the proof of proper routine maintenance records to [email protected] We strive to provide the best customer experience, therefore we offered you goodwill funds $100 to assist you on this non covered claim.  If you would like to accept this offer, please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-9:30pm EST. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],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 most recent diagnosis that we received, it stated that the shradder valve and the evaporator coil were severely rusted/corroded and leaking and there was several pounds of Freon missing.Per our policy, Section Letter F, Number, 1, CHW does not cover rust/corrosion.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  Please understand that the technician has informed that your unit is in very poor condition.  We strive to provide the best customer experience, therefore as a goodwill gesture we offered you $100.00 towards the repair.  You declined this offer; the outcome of this claim stands.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 outdoor unit fan was running and there was a burnt wire in the service panel.  After further inspection, it was found that the compressor was rewired and wire nutted in several locations.  This caused the compressor to short out and fail.  Per our policy, Section Letter F, Number 11, CHW is not responsible for repairs related to “…improper previous repair…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance.  We advised you that you are welcome to get a second opinion at your expense.  You agreed to this.  Please submit your technician’s diagnosis to [email protected] for review.  If the diagnosis show a different diagnosis, we would adjust the outcome accordingly, based on the 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 [redacted] Upon review of your claim, we do see that CHW did authorize the technician to go to your home and fix the ice maker issue.  We see that the first technician didn’t fix the issue because this coverage was not on the policy at that time. As a goodwill gesture CHW added that coverage for you and then dispatched a second technician to your home.We do hope that we can resolve this issue for you and you will stay with our company as you are a valued customer. We will have someone contact you in our cancellations department since we have not received your email or mail to cancel this policy. We will also have our Territory Manager contact the technician to find out why he has not contacted you since this has been paid for already by our company.We do regret your frustration however and we do thank you for your feedback and we do hope that we are able to resolve this with you. 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 http://www.choicehomewarranty.com/user_agreement.php.  Upon review of your policy that started on 3/19/15, we do see that you placed a claim for your heating system on 4/23/15.  The diagnoses stated that there was a cracked heat exchanger; the tech did state that there was rust and corrosion but the blower motor overheated from the crack on the heat exchanger.  There were melted wires from the unit overheating.Your claim was not covered due to the fact that the heat exchanger was cracked due to rust or corrosion.  Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover any unit that fails due to rust or corrosion.  As well as Section A. Coverage #3 states that all units have to come into the policy in proper working order.We do see that as a goodwill gesture, we offered you $250 towards the repairs of the unit, that you did accept and has been mailed out to you.If you would like to cancel your policy, you would have to call our cancellations department and they will assist you with a pro-rated refund.  CHW per Section L of the policy, will deduct $50 for cancelling prematurely and also per the policy any monies that have been paid out, will be taken out of the refund.  You can speak to them upon what the refund would be.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  We do appreciate your feedback as this does help us with our customer service and service providers.Best regards, CHW

Dear [redacted],We do regret that you disagree with our policy and the outcome of this claim however this claim is pre-existing to the policy.As a good faith offer, CHW is willing to provide you with a full refund of the paid amount that you paid for the policy of $71.66.This is the only offer we are providing to you and if you would like to accept, please contact us at ###-###-#### to receive a release agreement.Thank you again,CHW

Dear [redacted]l,The diagnosis that CHW was provided with was that “the return plenum and supply plenum have many air leaks and in certain places it is falling apart.  The heat kit was shorted out and needed to be replaced.” Per our policy, the heat kit failed due to the plenum having holes (air leaks). Our policy does not cover failures that are caused by secondary damages.  Please review our policy, Section F. Limitations of Liability #19 that states that CHW does not cover failures that are caused by secondary damages. If you disagree with this outcome, you are more than welcome to provide a second opinion to us and have your own technician contact our inside authorization team at ###-###-####.  If you can have them provide pictures in order to prove your technician’s diagnosis, this would be helpful as well. If you chose not to have a second opinion and would like to cancel the policy with us, we are willing to provide you with a refund of the paid policy, minus the paid claims.  That would provide you with a refund of $398.75 rather than the refund that would normally be provided to you as stated in Section L. Cancellations which at this time would be around $11.25.Please contact our customer service department if you would like to accept this offer and we will provide you with the paperwork that would need to be signed.Respectfully,CHW

Dear Mr. [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.We do see that the check you were issued was mailed out to you and we were not able to reissue another check until 90 days had passed or if you wanted to pay the $30 to stop the payment.CHW has waited the 90 days and we have reissued you the check as of 2/4/15 and you will be receiving it within 30 days.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW .

[redacted],
We were advised that the failures of the unit were that the compressor had an internal failure that caused the unit to seize. Per our policy, the failures that happened could not have happened within the lifetime of the policy start date. Your policy began on 5/18/16 and you placed the claim on 5/20/16. The unit may have been in good shape for the age that it was however the failures that it had did not happen within the timeframe that you had your policy.
Per the policy, please read Section Letter A. Coverage #3 that states all units must enter the policy in proper working order and that CHW does not cover any failures that are pre-existing to the policy start date.
We do regret your frustration however you are provided 30 days before the policy begins to review the terms and conditions and ensure that the unit is in proper working order before the start date. Being that the claim was placed 2 days after the policy began is a pre-existing failure that would not be covered by our policy.
Regards,
CHW

Dear Dinesh [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 handled in accordance with the policy. Section Letter F, Number 8 states that rust and corrosion aren’t covered.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Based on the pictures that were received from the technician, it has been determined that based on the rust and corrosion the claim will not be covered.   Regards, CHW

Dear [redacted] [redacted],We apologize for the inconvenience this has caused you.  We looked further into this situation for you.  Due to the check being “international” there is a specific protocol that CHW must adhere to in order to cash international checks.  We are glad to say...

that CHW has located the funds and your account is now active; you may call and place your claim.Due to the inconvenience, we have applied two free service calls fees onto you 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] 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 a burnt up control board due to an improper previous repair.  In addition to that, the heat exchanger was cracked due to rust and corrosion.  Per our policy, Section Letter F., Number 11, CHW does not cover failures that are related “…improper installations and improper previous repairs.”  Section Letter F., Number 8, CHW is not liable for repair of conditions caused by “…rust or corrosion…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  Please note that our policy states in Section Letter F, Number 19, that CHW “…is not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance…”We do apologize for the inconvenience.  Please contact the technician [redacted] at ###-###-#### to discuss this matter. Due to your dissatisfaction you requested to cancel your policy.  As of 11/14/2017, your policy has been cancelled and your prorated refund is currently processing.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],Please be advised that our Consumer Advocates have emailed you the paperwork to process your cancellation and process your full refund.  Please refer to your email and follow the instructions as stated. Regards,CHW

Dear [redacted], Your claim was processed in accordance with the policy. Unfortunately, your claim is not one that is covered based on the rust and corrosion as outlined in the policy and the denial that was sent.   Regards, CHW

Dear [redacted]We regret to hear your frustration. Please understand that there four reasons why a compressor will short to ground:• Lack of Maintenance• Acid Burn Out• Power Surge• Lightening All of which do not occur from normal wear and tear. You mentioned that you unit is serviced every 2 years, however, it is recommended that a unit be serviced and maintained 1-2x a year.  If your unit was not properly and routinely maintained, this would’ve contributed to the compress overheating and failing.  We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted]n,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 system was 50% low on Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you stated you paid the technician money in order to replace the Freon.  Please understand that in order for CHW to move forward with this claim, a leak test must be done.  We strive to provide the best customer experience, therefore we offered you funds in the amount of $200 to assist you on the non-covered funds.  You declined this offer.  If you would like to accept these funds, please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST, Saturday and Sunday 9am-5:30pm EST.Please note that until the leak test is performed, the outcome of this claim will remain the same.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. Upon review of your policy, we do see that CHW was not able to cover the cost of the Air Conditioning system since the unit itself was under manufacture warranty.  Per our policy, Section F. Limitations of Liability #15 which states:15. We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty.CHW did not know before you contacted us that the unit was under manufacture warranty therefore you would be required to pay the service call fee.  Any time a technician comes to your home for a diagnosis, you are required to pay the service call fee, it would not matter if it was covered or not.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 [redacted]   Upon review of your claim it appears that your claim was processed in accordance with the policy as indicated in section Letter F, Number 1. Although rust and corrosion may be considered a part of the normal wear and tear, rust is an exclusion of the policy. However, the records indicate that you have requested to cancel your policy. I attempted to reach you via phone this morning but wasn’t able. We are able to offer you a full refund of the paid policy. The policy was paid through escrow, however, we can send you a check. In order to do this we will need to ask you to sign a standard form that we provide to our customers when we offering a refund outside of the policy guidelines. This will allow us to send you a check for the policy amount. If you would like to do this please call our customer service team at [redacted]   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: Section Letter F, Number 2 of the policy states, “We are not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessible”. What is concrete encased, obstructed or inaccessible in the stove? This is just an excuse for you guys to run and scam your consumers.

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, we do see that you placed a claim for your Air Conditioning System. CHW was provided a diagnosis stated that the evaporator coil was leaking water, the unit was corroded in the evaporator pan, and also these parts are mismatched coil on the condenser. Per our policy, Section D. Coverage #4 states that CHW does not cover water leaks, mismatched systems and also rust or corrosion.  We do see that you had a second opinion that provided us with a diagnosis and we were informed that the heat exchanger and assembly to be in poor shape. Not properly maintained. This would result in a crack such as this. Limitations of Liability #12 which is a lack of proper routine maintenance. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW