Bass Services, Inc.

Dear [redacted], We regret to her your frustration.  Choice Home Warranty does not condone such unprofessional behavior from our technician, therefore we have forwarded this issue to our Vendor Relations Manager to speak with the technicians 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 low on Freon and due to a cracked refrigerant valve, the tech was unable to determine the measure of the Freon.  In addition to that, the condenser coil was very dirty.  The unit shows that there was a lack of routine maintenance as that would cause high pressures and over-amping of components will also cause leaks. Per our policy, Section Letter F, Number 12 “…We will not pay 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 in agreeance. We strive to provide the best customer experience, therefore we offered funds in the amount of $200 to assist you on the non-covered claim.  If you would like to accept this offer, please contact us directly at ###-###-#### M-F 8am-8pm EST or S-S 9am-5:30pm EST to sign the necessary paperwork. 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 https://www.choicehomewarranty.com/user-agreementAfter reviewing your claim, we do see that you were offered half of the cost.  Due to the form not being sent to you, I have reimbursed you for the full $289 that you spent on the part.  We would not provide the service call fee and we would subtract our service call fee.  Please note that you will be refunded the $289.00 in 30 days from today 2/13/18.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

WE have Choice HOme Warranty for over 7 properties since 2013.  WE have referred over half a dozen new customers who joined.     We regret in saying Choice has not covered our homes to date .      Choice uses substandard AC repair persons who know nothing about Ac .      WE were denied by Choice after the tech stated leaks  auto denial .  Yet when we replaced the AC and two companies tested our old unit, it did not have leaks,     This was brought up with Choice and they did nothing.    The tech has no certification on file with choice as Choice hires techs without even asking for Certification .       One of the AC techs we know attested to this and will not work for Choice because he doesn't want to go behind a person who already collected the 45. 00 and not get paid .     Another appliance call on our properties was denied by a person not licensed or certified what so ever.   We've gone behind this person numerous times as we are licensed and certified appliance repair techs and worked for choice going behind this person who collected the 45. from everyone we were called out to .   Choice has a problem charging for home warranties, having customers pay a fee of 45. 00 to their supposed tech and then denying claims.     Choice does not do anything about substandard work .   Since Choice requires payment from customer of 45. 00 to a tech, Choice is responsible for this .     Perhaps this should be addressed with attorneys.  We want refund of everything we ever paid to Choice and techs or credit for all the denials and when we ask for another tech, the opportunity to have another tech that is qualified .    We request credit for the difference of the new AC we purchased and had installed but did not need to on one property.    The market is competitive ,   Choice should improve their standards of performance and quality ,  losing all their customers to other warranty companies in our area.  They have a bad name on the Treasure Coast and not doing anything to improve it.

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, we do see that your payments are past due in the amount of $38.33 for one months payment.  In order for CHW to provide service for a claim, a payment must be made.  CHW does give our customers the benefit and we do wait a few weeks before we cancel the policy for non-payment.We do regret your frustration however, in order to proceed with your claim you would have to provide payment to the company.Sincerely,CHW

Complaint: [redacted]
I am rejecting this response because: its truly unfortunate that all items which were brought up in the complaint were not addressed in the response - including the less than favorable exchange between myself and the manager with the masters degree. Additionally, I find Choice Home Warranty as extremely deceptive since at the time of contract - the agent stated that Choice Home Warranty has one of the most comprehensive coverages in the Home Warranty industry. Furthermore, this same sentiment is expressed repeatedly while on hold for over 50 minutes when waiting to speak with an agent. I find there to be a complete disconnect between that which is agreed to at the time of contract and that which is included /excluded in the actual contract. In fact, the number of exclusions outweigh the inclusions 10 fold. The abrasive attitude of the agents most certainly leaves a great deal to be desired as well. This matter will also be brought to the attention of Texas Real Estate Commission, the entity which governs home warranty companies - including deceptive practices. 
Regards,
[redacted]

Dear [redacted],
Per our policy, Section Letter F. #9 states:
“9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color.”
Since you chose not to accept the offer that we were going to provide you with, we provided you with the funds that we would have paid for the unit. This is stated in Section Letter F. #16
“16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.”
We do see that the funds have been authorized for you, if you do not wish to accept the funds, you can send the check back and we can authorize the unit that we had offered.
CHW is offering one of the two options, the check or the unit that we chose as stated above.
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 [redacted].Upon review of your claim we show that the technician that came out to your home advised us that the failure started with the transformer and then the transformer failing and hit the sequencers and wiring.  Since the initial failure was the transformer, CHW had offered to provide coverage for the original failure.We see that you disagreed with this outcome and chose to have a second opinion and once you did it was discovered that the unit was lacking proper routine maintenance.  The air handler’s electric wires were melted and took out the transformer.  The outdoor coil was clogged, condenser coil was dirty and Freon levels were low which is a lack of maintenance. Per our policy Section F. Limitations of Liability #12 CHW is not responsible for repairs related to a lack of proper routine maintenance.  Also please see Section F. #19 that states CHW is not responsible for repairs that are related to secondary damage.Per the garage claim, CHW policy states in Section D.15 under excluded states springs are not part of the covered portion of the policy.As every policy, we do have exclusions and not only do we post the policy online as stated above but you are provided with one 30 days prior to your policy’s start date to ensure you understand what is covered and what is not.  If you do not want to keep the policy after you have read the terms and conditions, providing you are within the 30 days of purchase, you can have a full refund.CHW follows the terms and conditions of the policy and we urge our customers to read the policy and contact us with any questions or concerns.We do regret your frustration however; CHW is in full compliance of our 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 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 offered you $100.00 towards this repair.  You declined this offer.  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 becauseNo where is it stated on the repair form that there was a problem with the balancing of the washing machine. You can use this play on words all you want, the washing machine did not drain properly and took a long time to wash and also was unstable. I have read thousands of complaints on items that you simply do not cover and reject claims on for some reason or another that you make up yourself, and that is not true. I do not accept that this claim was filed properly and therefore you chose to reject the coverage. You need to refund our money for the service call, and refund us for the entire amount of the warranty in the amount of $400. We did not use your services, and when we did you invented a reason not to cover it. The $100 does not even come close to covering the repair of the machine as quoted by the individual that you chose to send out here. I'm not happy with your choice of verbage, and I have looked at the contract in detail. This is not the issue with this particular repair. Get it right, own up to the fact that you need to make your customers happy, and quit rejecting claims for anything and everything! It's downright dishonest and fraudulent!
Regards,
[redacted]

We do regret that a technician would state anything negative about our company; we will contact the technician to provide this information.  You stated that you had a second opinion however we do not have anything different as to why the unit failed besides the fact that the unit lacked proper routine maintenance. In reference to the technician himself being licensed, CHW hired EDR Air Conditioning which is a legitimate company; we cannot advise them who they can hire.  If you believe that the person that came to your home was not a licensed technician, we will look into this matter however we do not have a second opinion from you as you stated.Kindly have your technician contact our inside technical staff to provide their opinion along with routine maintenance records and we will be able to review the claim.  Please send the routine maintenance records to [email protected] . Thank you,CHW

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that compressor failed due to no Freon in the unit in addition to that there was a cracked coil that the technician repaired. Per our policy Section F, Number 11, CHW does not cover “…improper installations and improper previous repairs…”    If you would like to further dispute this claim, you can get a second opinion at your own expense.  If you choose to get a second opinion, please submit the detailed invoice that shows the diagnosis to [email protected] for review.  If the diagnosis is different, we would adjust the outcome of the claim 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

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 CHW has covered the following claims: Claim# [redacted] on 05/23/15 for your Air Conditioning System in the amount of $232.79 Claim # [redacted] on 05/19/15 for your Water Heater in the amount of $105.00  Claim # [redacted] on 12/18/14 for your Refrigerator in the amount of $249.39 I do see that on 06/11/15 you placed a second claim for your Air Conditioning system and you asked to use your own technician, CHW agreed and advised you that we would not approve any repairs without your technician calling and receiving prior authorization from CHW. On 6/11/15, we did receive a call from the technician and he advised us that the unit had a dirty condenser, dirty condenser coils and soot in the furnace; lastly he advised that the ductwork was collapsed in the attic. We also received photos showing this to be true. Per our policy, CHW requires all units to be maintained per the manufactures specifications.  We did request maintenance records and you sent us an inspection report.  An inspection report does not show that the unit is maintained or being maintained, it shows that the unit at purchase was working properly, cooling or heating.  It doesn’t show that the technician used the necessary means to clean the unit or maintain. We also informed you that per our policy Section F. 1 we do not cover ductwork.  Please see our policy Section F. LIMITATIONS OF LIABILITY  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. 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 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 with this claim and 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],   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 your claim shows that the claim was processed in accordance with the policy. Based on the diagnosis received from the technician there is a leak in the evaporator coil that is leaking Freon, the condensing fan motor is pulling high amperage when running and overheating. These are mechanical failures that take time to occur and wouldn’t occur in such a short span of the policy. As such they are considered preexisting. Section Letter F, Number 1 of the policy indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions. The claim was placed on 9/23/16 and the effective date of the policy is 8/27/16.   As a goodwill gesture, CHW offered to cover the motor and your out of pocket costs would be $2470 and this offer was declined. CHW also offered to provide a goodwill payment in the amount of $250 and it was declined. It appears that CHW is currently reviewing the information requested related to the part. Please call the customer service team at CHW in the event you have questions at ###-###-####.   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 the claim was handled properly. Section Letter D, Number 8 of the policy indicates that access to drain or sewer lines and zone components aren’t included in the policy. However, the leak portion of the repair is covered. As a goodwill gesture, CHW did offer to provide you with $105 towards the non-covered portion and it was declined. If you would like to accept this, please call the CHW customer service team directly at ###-###-####.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]We have forwarded this matter to the Director of Vendor Relations who will open an investigation and handle accordingly.  We do apologize for the inconvenience this has caused you – however, our policy states in Section Letter F, Number 19 that CHW is “…not liable for the negligence or other conduct of the Service Provider…”   For further information regarding your parts, you may contact the technician directly: [redacted]; Michael [redacted] at ###-###-####.Regards,CHW

Per our email We have shown you and you have agreed that the one policy you were charged the $52.50 and you were given a credit to your credit card on 2/16/15.  This was for policy number 809476858.That policy was closed and your refund was credited. The second policy, this is the one that we are offering to give you a full refund for, this is policy number [redacted]  This account was charged as we mentioned 2/27/15 $37.922/27/15 $9.203/27/15 $47.12You have declined our offer of a full refund therefore, there is nothing more that we can do for you as your claim is not covered per 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 it appears that your claims were covered in accordance to the policy. We have provided a direct link to the policy above and you can also locate this information on the website under the “user agreement” section located on the bottom of the page to the left.   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 any frustration that you had with CHW, we can assure you that there are no terrorists working or owning this company.  We have requested that our IT department remove your name, email and number from our database.Thank you,CHW

Dear [redacted]We regret to hear your wishes to cancel your policies with Choice Home Warranty.  We do apologize if you did not receive the hard copy of your policy; please note that your policies were available online at the account center.In review of your policies, they have been...

cancelled as of June 1, 2017 and your refund is processing.We wish you the best in your endeavors,Regards,CHW

Complaint: [redacted]
I am rejecting this response because: After a conversation with a representative from Choice Home Warranty, which the individual did offer an additional increase in price, which is unacceptable, she also mentioned that in their policy or rule, they cannot provide a slide in range, why wasn't clear to me. After talking to her, I took it upon myself to call Sears Department Store (Parts Department), every part that was told to them wasn't available, is actually available according to the two conversations I had with two different ladies today.  All my wife and I want is for Choice Home Warranty to honor their word to the consumers, and once again that is 'no matter how old the appliance is, if it can not be repaired we will replace it with a compatible unit.' In addition, I mentioned in my initial complaint that the tech while moving the range damage the tile, I haven't heard anything mentioned in reference to this in the policy when it comes to damaging the consumers property, so a reply to that I am expecting as well. My wife and I would like to thank you for your time and consideration. Please, do the right thing, it would be greatly appreciated!
Regards,
[redacted]