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 our web site at [redacted].
Upon review of your policy that began with us on 5/25/16, we see that you placed a claim for your washer on 5/31/16. After the technician diagnosed the unit, he advised us of the failures that this unit had; it was explained that the failure could not have happened within the 5 days that your policy was active.
Per out policy, Section A. #3 states that all units must enter the policy in proper working order. This however did not and therefore the claim wasn’t covered.
We see that you chose to cancel and CHW did provide you with a full refund of the paid policy.
We do regret your frustration with this claim; however we are in 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.I do understand your frustration with your claim however you were offered a goodwill gesture and then you cancelled your policy.  CHW cannot provide you with a goodwill gesture if your policy is cancelled.  Our checks do take 30 business days and prior to your coverage being cancelled we did have a check in the process of being sent to you but once an account is cancelled all goodwill offers are revoked. We do apologize for any frustration that this has caused you, per our policy this is a non-covered claim.Regards,CHW

[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]. All of our information was sent to you upon your start date as well. You did receive a hard copy and an email with the policy’s terms and conditions.Upon review of this claim, I do see that the technician stated that the unit was missing a part the High side port was missing Schrader core, he went on to state that the unit fires up but doesn’t hold on and this is why.  Technician stated someone had tampered with the unit. On 8/20/15, 8/21/15 & 8/24/15 CHW spoke with you several times and explained to you what the failure was accord to the technician. On 8/21/15, you chose to cancel the policy and as a good will offer, despite that CHW had paid out $1302.25, we provided you with a FULL REFUND of $1080.00.We advised you on 8/24/15, that we would not be able to assist you with this claim as you received a full refund and no longer are our customer for this policy.CHW was not obligated to refund you the entirety of the policy, as per section L. Cancellations.  We were to provide you with a prorated refund and charge you with an administrative fee of $50.  This would have made the amount a negative and you would have owed CHW.We do apologize for any frustration with this claim, if you had a second opinion before you cancelled your policy, CHW would have been happy to review the claim.  Considering that we provided back all funds to you and we paid out on your policy, CHW will not be able to assist at all with this policy or claim.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

Complaint: [redacted]
I am rejecting this response because:this is what they sand me [redacted] To [redacted] CC [redacted] May 16 at 8:47 AM Good Morning Mr. [redacted],   In regards to your Revdex.com Complaint,  you were advised to contact our Customer Solution’s Department in regards to your refund.  Please note, that the refund stated in the Revdex.com response is if you were not in the state of Florida.   Per the policy in Florida, the administrative fee is not $50, it is 10% of the policy value, making the correct refund $1084.64.   We do apologize for the confusion and regret to hear that you have cancelled your policy with Choice Home Warranty.   Kind Regards,   [redacted] Choice Home Warranty Consumer Advocate ###-###-#### Fax: ###-###-#### [redacted]  Maybe a phone call is butter then a bad email plus there should not be any $50 (administrative fees) or$75 (service costs) what is all this BS that they want to get me with COME ON o ready stop this.PS: there is no refund to me visa card with any amount. you re-reviewed my policy and determined that there was a miscalculation on the very bad and very rude to me as you say  Customer Solution Specialist’s part.  you strive to better rip us with your business practices as you say is is a fees.they need to crated my visa asap.
Regards,
[redacted]

Dear Mr. [redacted],We do understand your frustration however this claim is not covered under our policy.  We would like to offer you a full refund of the paid policy since you disagree with the outcome of the claim and our policy.If you would like to accept the full refund in the amount of $350.00, please contact our customer service department at ###-###-#### and they will provide you with a release agreement to send back for our billing department to provide you with the refund.Thank you,CHW

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

very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   A review of the claim shows it was processed in accordance with the policy. The dishwasher claim was placed on 1/16/17 and the policy’s effective date was 12/27/16 with a sale date of 12/20/16. The items that are covered under the terms of the policy should enter the policy in 100% working order. Based on the diagnosis that the motor pump assembly and wash arm holder are broken, it has been deemed that this was preexisting. Under the Section Letter F, Number 1 of the policy, CHW is not responsible for repairs related to known or unknown preexisting conditions. CHW values all customers and wouldn’t want to lose any customers.  However, in the event you choose to cancel the policy, please refer to Section Letter L, Number 4 of the policy and call CHW customer service 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:
Because I suffer mental distress 4 days of runningwater caused lots of water bill .Not able to work for hours and spend hours trying to get in touch with a center manager and choice home had 3 different disrespectful employee being disrespectful and liedwhen they were on a recorded line and refuse to have a heigher ups info .total 3/4hours of mental distressed trying to call chw,water bila for running water for 4 days and offering next visit is not acceptable.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: All of Choice Warranty's policy exclusions defeat the purpose of a home warranty and your mission statement on your own website and simply allow them the opportunity to deny many legal claims from the homeowner. In actuality, Choice is only a referal source for a handy dandy man. I will call my own, thank you.
Regards,
[redacted]

[redacted]We do regret your frustration however due to the fact that the unit did not enter our policy in proper working order would make this claim not covered per our policy.  Please review Section A. Coverage #2 which states that CHW requires all units to be in proper working order on the start date. We do not cover any known or unknown pre-existing conditions.  The claim states that the unit last worked on the start date which again is against our policy.CHW is offering you a refund of the total paid policy.  $71.66.Please feel free to contact us at ###-###-#### if you would like the refund.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:When I had home inspection last year October before buying the house there are no issues identified. King valves are mechanical parts. When the A/C is working fine why do I go and look into the parts if they are working fine or not. And the point of taking insurance is to cover the mechanical issues. The unit is outside the house so it can be prone to mechanical issues, that's the reason the policy has taken and paid it. Now CHW simply rejecting saying king valves are not working because of no maintenance and we won't accept the claim, which doesn't make sense. 
Regards,
[redacted]

[redacted],We will be happy to provide you with a full refund of your policy upon signing a release agreement that states that you are happy with the resolution.  We will send the paperwork to you via email from the Customer Advocates email.  We ask that you return the agreement and once returned, we will then provide the billing department with the agreement to refund the funds back onto your credit card.The email that we will be sending it to is what we have on file : [redacted]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 policy, we do see that you placed a few different claims, one claim was for your garbage disposal and CHW did approve and cover that claim.
The second one was for the washer and CHW was about to provide you with a cash payout in lieu of repair however we did a goodwill gesture to cover the cost of the repair. Being that the repair was not recommended by the service provider, CHW stated that since the washer was repaired, we will no longer cover this unit.
The third claim was for the dryer and this claim was placed under an option that was not covered per our policy.
The last claim you placed, was for the Air Conditioning System and as you did state this was not a covered repair due to the fact that CHW does not cover failures that are caused by rust or corrosion. This is stated in Section F. Limitations of Liability #1 as well as #8.
Please note that CHW does reach out to the customers via email and we ask that you contact us when pending a claim decision.
We do regret your frustration with these claims and are happy we were able to assist on the majority of them. CHW is in compliance with the terms and conditions of our policy.
Regards,
CHW

Complaint: [redacted]The issue was only about the approval of extended work. I was clear on policy. As your customer, not clear why there is such confusion  to request a service. I was notified that work wasn't covered. I had to call several times to find out the status of claim. Seperate issue that contractors are not reliable.
I am rejecting this response because:
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Contrary to their mission statement, I am not getting any peace of mind, quality and it’s certainly not an affordable way to protect things which Choice home warranty (CHW) promised to cover for the  5 year advance payment I made for home warranty.I purchased the policy on 2/28/15 not 2016 but I understand that would have been a typo in CHW’s reply. CHW agent who sold me this policy confirmed that warrant has full coverage of air-condition unit, I was never told that I have to produce documented proof of the maintenance of appliances and systems at any point. Often these payments are made in cash. When the warranty was sold to me, I was made to believe by CHW that it will repair or replace air-condition unit if it breaks down. Now when this has actually happened, CHW is making excuses by asking me to produce evidence of maintenance. If they are a genuine company, why don’t they ask for maintenance records annually or every six months, or at least send reminders that they will not cover anything of maintenance proof is not kept. They are waiting for an episode to happen before they can point at some clause in the rule book. This is non-compliance to [redacted] unfair practices.Their reply incorrectly states that they covered one unit. To elaborate, when I complained about lack of cooling in my house, their technician came over and put some Freon in one unit and said the other unit also needs Freon but that would be a separate service call. So I called again and another technician was sent, he did not fix anything and asked me to call CHW again, which I did. This time I was told to get Freon Leak test done at my cost, which I did, by paying their technician directly. Then I was asked to send pictures of the evaporation coil, which I did. I spend a lot of time, took time off from work to deal with CHW only to find that they just don’t want to pay for the repair. They are saying replacing the evaporation coil will cost me $1900. After a lot of back and forth they are willing to cover $230 out of $1900, which is unfair and unacceptable.
Regards,
[redacted]

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

feedback very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. Upon review of your policy, we show that you do have a customer portal that you can place any claim into.  You do not have to contact our customer service department however you can place it through the account center by placing your email and policy number. Please note that our policy does not cover foundations of the outside area and we would have to have a diagnosis for the pipes leaking.  Please note our policy states: “1. POOL AND/OR SPA EQUIPMENT INCUDED: 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.” You can view this online at the address listed above as well, we also urge you to review the policy sections F. Limitations of Liability. We do regret any frustration that you have gone through and we will allow a claim to process by skipping the last payment for you.   Regards, CHW

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Dear [redacted]We do understand your frustration and we do regret all that has happened within this time period however, we have processed the funds in the amount of $180.00 for you.  Unfortunately CHW does not cover “food spoilage’ because this is not a mechanical failure.  We also do not offer funds towards it. Due to the fact that we have approved this claim for you, we are unable to offer you anything else besides a onetime free service call fee.CHW has authorized the check to you and if you chose to use the funds towards a new unit, you are welcome to do so however, we are not able to issue a check for more than the amount that was provided to us which is $180.00.We do regret all the uncomfortable situation that gone through and do hope that any claim that you place again with us goes a lot more smoothly.  Kind regards,CHW

Complaint: [redacted]
I am rejecting this response because:
Claim was made a week before billing period ended. Choice did not provide the service as described. Service man did not show or call. I still have a broken stove.C. SERVICE CALLS – TO REQUEST SERVICE: [redacted]1. You or your agent (including tenant) must notify Us for work to be performed under this contract as soon as the problem is discovered. We will accept service calls 24 hours a day, 7 days a week, 365 days a year at [redacted]. Notice of any malfunction must by given to Us prior to expiration of this contract.2. Upon request for service, We will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact You to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. If You should request Us to perform non-emergency service outside of normal business hours, You will be responsible for payment of additional fees and/or overtime charges.3. We have the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.4. You will pay a $60 trade service call fee (“Service Fee”) per claim or the actual cost, whichever is less. The Service Fee is for each visit by Our approved Service Provider, except as noted in Section C (5), and is payable to Our approved Service Provider at the time of each visit. The service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or denied. The service fee also applies in the event You fail to be present at a scheduled time, or in the event You cancel a service call at the time a service contractor is in route to your home or at your home. Failure to pay the Service Fee will result in suspension or cancellation of coverage until such time as the proper Service Fee is paid. At that time, coverage may be reinstated; however, the contract period will not be extended.5. If service work performed under this contract should fail, then We will make the necessary repairs without an additional trade service call fee for a period of 90 days on parts and 30 days on labor. 
Regards,
[redacted]

Dear [redacted]Please note that the claim that you filed prior to this one is not considered maintenance for this unit.  Maintenance is something that you have completed on your own on a yearly basis by following the manufactures specifications.  CHW does not cover maintenance and this is what the unit lacked.  If you have documents showing that the unit had routine maintenance please send them to us at [email protected] and our authorization department will review. Please note Section F. Limitations of Liability #12 that states “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 routine 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. In the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request routine maintenance records in reviewing its decision.”We will be happy to review the records once they are provided.Thank you,CHW

I am rejecting this response because:  I had my own repair person come out and look at the refrigerator he said the main mother boards do go from time to time but there is NO way of saying it was do to a power serge.  The outlet the refrigerator is connected to is a GFI breaker so even if it was a power serge the breaker would trip.  The repairman has owned his company for 35 yrs. I believe this is just another one of your bt excuses.  You also have not paid out over $800 on my claims cause I am still waiting for my reimbursement of $500 from the septic repairs.  I called for claims for septic still waiting for reimbursement,  claim for water heater that took 3 visits to repair.  Well softer claim denied the dont cover well softner.  Claim for sink garbage disposal you actually paid for.   So I would like to know where you paid out over $800.00.  I would like my reimbursement for both septic unit repairs and the refrigerator repairs since 3 different service repair men said you can not determine a power serge made mother board go.