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 [redacted] Upon review of your claim for your AC, we do see that this claim was not covered per our policy; Section F. Limitations of Liability #1 as well as #8, CHW does not cover failures that are a result of rust or corrosion. Per our policy, you are able to use your own technician however as it is stated in Section C. Service Calls #3 states that CHW will not reimburse for work that was not authorized by us.  You must have your technician contact us to explain to us what the failure was and what caused it.  You stated that you had your technician already fix the failure that was explained to us as a non-covered claim.The technician that was out to your home provided us with a diagnosis that stated that the unit had a leak coming from the evaporator coils, the coil pack itself and there was rust that caused it.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 [redacted]   A review of the claim shows that the claim was handled properly. Based on the diagnosis that was received, the issue with the heat is that there needs to be an outside temperature sensor installed to stage the propane back up to the furnace properly. This is considered a modification to an existing system. Additionally, the propane heater is a backup source of heat for the heat pump. CHW only covers the main source of heat as indicated in Section Letter D, Number 5 of the policy. Additionally, in accordance with Section Letter F, Number 11, modifications aren’t covered. Should you have any additional questions, 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]Our policy states that all units and components are covered and then we explain in detail what exactly is not covered. In reference to your oven, we do not cover failures that are due to burning of items. In reference to your Air Conditioning system, CHW provided a goodwill gesture due to the fact that the unit was not covered, in reference to the hot water heater, we do state in Section D. Coverage #6 that we do not cover the actual tanks.As stated before, you are provided with 30 days to the start date of the policy to ensure that all units are in proper working order and you are provided these days to read and understand your coverage, if you had any questions or concern or did not feel comfortable with the coverage at that time you could have requested a full refund as stated in Section L. Cancellations.Since CHW has provided $660.00 towards this policy in which you paid a total of $1239.00, rather than providing you with a prorated refund which would be less; we are offering to provide you with a refund minus claims paid. If you were to cancel the policy now, you would be responsible to pay back the amount that we paid plus an administrative fee and would be provided back with the months that you have not used; this does not include the extra months of coverage.  There would not be a refund on this policy however as stated CHW is willing to offer you the amount that you paid for the policy minus the amount that we paid out on claims.  This would be a refund of $579.00, if you would like to agree to accept this amount, kindly contact us and we will provide you with a form to sign.We do regret your frustration with this policy however CHW is in full compliance with the terms and conditions of the policy.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: I do not feel that pre existing clause is fair on any consumer. as soon as you buy a appliance it starts depreciating. and parts start to wear. I do feel because mine was a new warranty. that it should not disqualify me from the warranty I was promised. and paid for. it apparently is all to do with money and how much you have paid them at the time something breaks. in my case it was not enough apparently? they seem to be able to fix or not fix whatever they will not lose any money on? although eventually they will make it back. I believe these dealings are dishonest to any consumer that takes out a warranty with this company. a warranty should be a warranty and should be stood behind. I believe I should contact consumer affairs on this matter also.
Regards,
[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, we do see that CHW has assisted you in claims such as:Claim # [redacted]6 for your Air Conditioning in the amount of $132.00Claim # [redacted] for your Refrigerator in the amount of $165.44In reference to your last claim for your Air Conditioning unit’s claim, we are not able to reimburse you for your husband placing a fan inside the unit because he is not a licensed technician and this was done without prior approval from CHW as stated in the policy. Section C. SERVICE CALLS # 3. We has 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 do see that both technicians stated that the wiring was incorrect and both stated that it needs to be fixed.  I do understand that you feel as though it was the first technician that came to your home as he thought it was your husband. The first technician reported back to CHW that the “homeowner had cut the wires”.  CHW will not cover the cost of a unit’s repairs if the technician or your husband had tampered with the unit as stated in Section F. Limitations of Liability #19.We do see that you had cancelled your policy with us due to this, we are unable to assist you any further with your policy.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.  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 that CHW did process the claim properly. The diagnosis received from the technician indicates that there is corrosion. The photos that were submitted to CHW shows corrosion as there is green on the pipe fittings. Section Letter F, Numbers 1 and 8 of the policy indicate that CHW is not responsible for repairs related to rust and corrosion. Notes indicate that CHW offered to provide a goodwill gesture and provide you with $300 to assist towards repairs of the non-covered claim and it was denied. You have indicated that you will obtain a second opinion at your cost. If you would like to accept the goodwill gesture, 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], 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 you have placed 2 claims with CHW.  One being for your dryer which CHW did assist and cover the repairs in the amount of $225.68 and the other being for the Air Conditioning system.In reference to the AC System, CHW does provide Freon to claims that are covered under our policy. We will not provide Freon for units that are not covered under our terms and conditions.  This AC System is covered under the manufacture GOODMAN, per our policy Section F. Limitations of Liability # 15.  States “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.” Therefore any claim that you might enter that still is under manufacture warranty will not be covered per our policy. We do apologize if anyone of our Customer Service Agents were rude to you in any possible way, CHW does not condone this type of behavior and we will look into the call and have our Quality Department review for training purposes.We do regret your frustration however, CHW is in full compliance with the terms and conditions of the policy. Regards,Choice Home Warranty

Complaint: [redacted]
I am rejecting this response because: I WANT AN ANSWER AS TO WHY I WAS LIED TO. I understand the cancellation policy, I review contracts for a living. You have not addressed my complaint of why I was lied to about the part being shipped instead of giving the service tech the approval to purchase it on his own.
Regards,
[redacted]

Dear Ms. [redacted],We have received 2 payments from you for this policy in the amount of $35.83 and then since you disagreed with the outcome of the claim, you chose to stop payment.  You also disputed that this is a contract in which our policy does state it is.  Our records show that you disputed the charges and did a chargeback due to the 2 claims that were not covered under our policy.  Please review Section L. Cancellations as it will advise you that if you fraudulently stop payment for the policy, your policy will be cancelled by us.  Also, being a monthly customer, you are not entitled to a refund as you paid for the months that you had the policy.  CHW does not have the funds any longer, it is now in dispute with your banking center and we are unable to provide you with any funds that we currently do not have or that you are entitled to.We do regret your frustration however there is nothing for us to do at this time considering that you did a chargeback on this account.  Please contact your bank.CHW

Complaint: [redacted]
I am rejecting this response because:They did not contact me regarding maintenance recipes and or prove of maintaining the unit. We live in Las Vegas and Air Conditioning units get HOT. You were quick to deny my claim without proper investigating. Choice Warranty is a dishonest company.
Regards,
[redacted]

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   We have reached out to you regarding your non covered claim with CHW. We have sent you an email with a possible resolution and would like to have your response. We look forward to hearing from you. In the event you have questions, 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

Dear [redacted]Please be advised that your policy has been cancelled as of 9/25/2017 and your check in the amount of $1,449.98 was sent on 9/26/2017.  Your check number is [redacted].Regards,CHW

[redacted]<[redacted]>2:03 PM (1 hour ago)tomeChoice Home Warranty has contacted me via email and offered what they say is the maximum amount for the repair/replacement of a HVAC unit, which I have agreed to accept.Please mark this complaint as resolved and remove it...

from your active file.Thanks for your help in this matter,[redacted]  An additional word on the CHW payment.  I emailed the Head of the CSR Department at Choice Home Warranty, and he told me that after they paid the maximum amount towards my claim, they were going to "dissolve" they contract with me.  That is interesting, to say the least. That's fine with me, by the way.  I was not sure if I wanted to continue to do business with them, and they made the decision for me!

Complaint: [redacted]
I am rejecting this response because:  The  technician  that  did  the  repair  was  one  that  was  in  contract  with  Choice  Home  Warranty   and  one  that  had  been  sent  to  my  home  before  on  a  previous  occasion  by Choice.   Also  he  told  me  that  he  contracted  jobs  for  Choice  Home  Warranty.  This  technician  sent  the  necessary  photos  that  were requested  by Choice  the  very same  day  of  the  repair. I was  not  told   by the  Manager  at  Choice  the  photos  needed  to  be  sent  before the  work was  done,  at  the  time  I  spoke  with  him about  the  leak  detection test  not  being  covered.  As  I  said earlier  the  problem  started  over  the  week end  and  in  the  beginning  I  was  told  by  Choice   I  was  at  liberty  to  use  a local technician  which is  why I called technician  # 2 on Saturday. This  leak of Freon  in  my  attic  was  under  extreme  condition  and  very hot  conditions that  could  have been extremely dangerous.  I  would  like  to  think  that  a  Company  that  I  pay  my  money  to  each month  would  be there   for  me  when  I need  them and  not  look  for  ways  or  loop holes  to  not  honor  my  claim. This  is  a  legitimate  claim  that  should  be  honored  by  Choice  Home  Warranty.  I certainly  do not  accept  Choice  Home  Warranty's response.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because of the sales practice of the company representatives, I clearly stated what type of home I had and the appliances for which would be covered under the policy. The salesman said each appliance is covered up to 1000 dollars and never mentions the depreciation in there conversation. I also asked about a hot water heater if it would be covered under the provisions of the contract and again I was recently made to understand there are so many exclusions it's impossible to ever recover a penny if the tank leaks although the sales man told me if the tank goes they would replace the unit. I was extremely careful to discuss all my concerns regarding my septic tank and I mentioned it costs me approximately 250 dollars to clean it out every two years, the salesman told me it was covered under the contract, another exaggeration of the truth of the spirit of the contract received after you sign with the company. I can go on and on because I was very clear with all my concerns before signing up by making a payment through my credit card.My son has another company who competes with Choice and to date he has had three issues and none of his very expensive repairs were turned down. This company writes there policies so the average homeowner get turned down more often than as professed by the original sales pitch. As financial institutions are regulated foe bad sales practices so should these company's who prey on common people who agreed to enter into these contracts with good intentions only to find out this company is ripping off the typical uneducated in both legal documents and trade issue problems.So I continue to reject the response until I receive my full premium back, I intend to purchase a similar contract in which I mentioned earlier regarding my sons success with a similar competitor to Choice.
Regards,
[redacted]

After evaluation it was determined that the leak provided in the additional diagnosis is the same leak that was located with the initial claim. CHW has also offered a good will gesture to assist with the claim of $300 which was denied. At this time, the claim remains a non-covered claim due to our policy section Letter F, Number 12, lack of maintenance. However, the goodwill gesture of $300 still stands. In the event you would like to take advantage of this please call our customer service team at ###-###-####.Regards,CHW

Dear [redacted]We received and reviewed your paid invoice that you received from the technician. The fee that the technician charged you was to “pull out toilet”.  Our policy states in Section Letter D, Number 8, CHW does not cover the “Cost to locate, access or install ground level clean out.”  Therefore it would be non-covered.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 you have with CHW we do see that we have assisted you on the following claims:Claim # [redacted] for your Dishwasher in the amount of $121.00Claim # [redacted] for your Garbage Disposal in the amount of $195.00Claim # [redacted] for your Electrical System in the amount of $477.00Per the policy, we do not cover SPA’S that are above ground.  Section E. OPTIONAL COVERAGE 1. POOL AND/OR SPA EQUIPMENTINCUDED: Both pool and built-in spa equipment (exterior hot tub and whirlpool) are covered if they utilize common equipment. If they do not utilize common equipment, then only one or the other is covered unless an additional fee is paid. Coverage applies to above ground, accessible working components and parts of the heating, pumping and filtration system as follows: Heater – Pump - Motor - Filter - Filter timer - Gaskets - Blower - Timer - Valves, limited to back flush, actuator, check, and 2 and 3-way valves - Relays and switches - Pool sweep motor and pump - Above ground plumbing pipes and wiring, except:EXCLUDED: Portable or above ground pools/spas - Control panels and electronic boards - Lights - Liners – Maintenance - Structural defects - Solar equipment - Jets - Ornamental fountains, waterfalls and their pumping systems - Pool cover and related equipment - Fill line and fill valve - Built-in or detachable cleaning equipment such as, but not limited to, pool sweeps, pop up heads – Turbo valves, skimmers, chlorinators, and ionizers - Fuel storage tanks – Disposable filtration mediums – Cracked or corroded casings - Grids - Cartridges - Heat pump – Salt water systems. We will pay no more than $500 per contract term for access, diagnosis and repair and/or replacement.Per our conversation, I have agreed to send you a check in the amount of $500 that is our CAP for the year on the POOL/SPA coverage.  I have emailed you this information and I have not heard back from you.  If you do accept this offer, please advise me and I will send you the proper paperwork and have the check authorized.Best regards,[redacted]

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

very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   A review of the claim shows that the claim was handled properly. When the claim was placed it was advised that the water softener was constantly draining and leaking. The technician came and provided a diagnosis that there was a calcium build up, which is a lack of proper routine maintenance as the buildup wouldn’t have been there. Section Letter F, Number 12 of the CHW policy indicates that CHW is not responsible for repairs related to lack of proper routine maintenance. In the interest of customer service, CHW sent a technician to provide a second opinion and the leak was detected from the tank. CHW doesn’t cover leaks nor holding tanks.   CHW doesn’t want to lose valued customers, however, you have submitted a request to cancel the policy and the cancellation team is due to reach out to you today. Should you have any questions, 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

Complaint: [redacted]
I am rejecting this response because: I did indeed pay to have the harness replaced on my own since it was not covered. However once replaced the tech discovered that was not the issue. The issue was due to a power surge that cane from the unit itself opposed to an "act of God" such as a storm or power outage in the area. Even with this I was told that no type of power surge would be covered thus I canceled my policy. It makes no sense to pay for a policy when I had to pay 2800 out of pocket. Mind you I did have coverage when this all began. I never had a completely running furnace from the time I filed my initial claim with the warranty co. It was not until I paid the 2800 out of pocket for a new unit I regained proper service from the unit. If the power surge was due to weather that would had been understandable, but for a power surge due to the unit it's self not to be covered is just a loop hole used so that the co. will not have to pay to replace the unit.   
Regards,
[redacted]