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 we do see that the failure that occurred was caused by rust and corrosion.  Per our policy, Section F. Limitations of Liability #1 and #8 state that even if the rust is normal, CHW does not cover this failure. As a good faith offer, we have added a onetime free service call fee to your policy for the next claim that you might have to place.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].   A review of your claims indicates that the claim was handled in accordance with the policy. The diagnosis that was received from the technician was that there was water leaking excessively and that the boiler was leaking due to corrosion. Section Letter F, Numbers 1 and 8 of the policy indicate that CHW is not responsible for repairs related to rust and corrosion. As a result, this remains a non-covered claim. Please call the CHW customer service team if you have any 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],We regret to hear your frustration, however, your customer portal shows no trace of correspondence or a placed claim, nor do we have record of you contacting our call center. If you would like to place a claim without calling our call center, you can go to:• www.choicehomewarranty.com• Go to Account Center• Enter your email and policy number; hit submit• Locate and click “make a new claim” • Enter and submit the information regarding the failure of your poolIf you would like to speak with a representative, please contact us at ###-###-####; Monday through Friday 8am – 8pm EST, Saturday and Sunday 9am-5:30pm ESTOnce again, we do regret any frustration that you have gone through; we have skipped the last payment for you as a goodwill gesture. There should not be any reason of why you cannot place a claim.  Regards,CHW

Dear [redacted], We regret to hear your frustration.  You stated that you “…have followed all required service requirements for the unit...”  Choice Home Warranty is willing to review your claim; therefore kindly submit your proof of proper routine maintenance records to [email protected], if you wish to further dispute this claim. Please note, that we offered you funds in the amount of $300 to assist you on this non-covered claim.  If you would like to accept this offer, kindly contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST. Regards, CHW

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

Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your policy that started on 5/15/15, you stated that your unit stopped working on 5/16/15 and you placed a claim for it on 5/18/15.  Per our policy, all units must come into the policy in good working order.  Your dishwasher had multiple failures and those failures could not have happened within the day of the policy began.  Those failures would have taken longer than one day to occur.  Please see the policy Section A. Coverage #3 Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.I do apologize that this claim was not covered but our policy is very clear and states that we will not cover any known or unknown pre-existing issues. Please see Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.Please contact our cancellations department if you would like to cancel the policy that you have purchased with us.  We do not want to lose you as a customer but we do have to abide by our policy.  I have mailed you another copy and emailed you one as well.

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 the failure was caused by rust which is not covered under our policy.  Please review Section F. Limitations of Liability #1 and #8.  It was stated that the heat exchanger cracked and does need to be replaced however the crack was caused by the rust.  Regardless if the rust is normal part of the unit; it would be excluded per our 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 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 inverter board needed to be replaced and the condenser coil needed to be clean. Please understand that when the coils are clogged, it will cause the system to over amp and overheat.  This will also cause the unit not to cool properly.  The uncleaned coils caused the inverter board to overheat and fail.  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 satisfied.  We strive to provide the best customer experience, therefore we offered you funds in the amount of $100 as a goodwill gesture to assist on the non-covered claim, however, you declined and requested to cancel your policy. You spoke with our Customer Solution Specialist who also offered $100 to assist, however you declined as you insisted on cancelling your policy. Please note, that you disconnected the call with our representative, therefore we were unable to process cancelling your policy. If you would like to move forward with cancelling your policy, please contact the Customer Solutions Department at [redacted] Monday-Friday 9am-6pm EST to complete your request. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted], After reviewing the Secondary issue, we do see that CHW assisted in a goodwill gesture to cover the cost of the first failure that we do not cover which was that the system was not responding for operation control. The diagnose and found faulty transformer device non operable causing malfunction, which was the secondary damage however after this was repaired, the technician found that there needed to be a new control board due to a power surge that blew out the circuit. Per our policy, we do not cover failures due to power surges. Please see Section F. Limitations of Liability #8. As a goodwill gesture, we have added a onetime free service call fee to your policy for any future claims that you may have.  This claim for the Air Conditioning System has been closed as a non-covered claim. We do look forward to assisting you in future claims. Thank you, CHW

We apologize that the claim was not covered that was placed with CHW July 18, 2016. We have reviewed the claim and it was processed in accordance to the policy as ductwork is not covered. Please however, accept out apologies about the level of customer service that you received. This is not indicative of the level of service that CHW provides. The issue with the manager with the master’s degree that thought it would be okay to display blatant disrespect for any customer or any person for that matter is extremely unacceptable.  That matter has been escalated to the COO of CHW for further disciplinary actions. As a goodwill gesture, CHW would like to offer to you a full refund of your policy. Please call our customer service team directly and you will be provided with the proper documents to receive the full refund.  Regards, CHW

Complaint: [redacted]
I am rejecting this response because: On the invoice [redacted] it clearly states that I have agreed to receive an A/c tune up for $79.00 and correct water leaking problems on indoor coil so the new furnace can be installed per CHN request. I had 2 service done all at once. I had my A/C maintained/ tune-up and I had a new furnace installed in my home. So once again this is just a ploy to get out of fixing/replacing my unit.
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 our web site at [redacted]Upon review of your policy, section L. Cancellations states that This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writing.You paid $1875.00 for a 5 year policy; you were charged an administrative fee as stated above in the amount of $50 to cancel the policy only after 13 months of service.  The rate that you were charged was at $35.26 a month, this was calculated since you were provided a refund of $906.63.  This amount does include the $460.00 that was taken out for claims paid.  Every month that you stayed with us the amount would decrease because that is another month that you had coverage with us.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

Not sure of who "she" is but reviewing your claim, I do see that on 10/1/15 the policy was provided a credit to the credit card on file and the policy has been cancelled.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. The diagnosis that was received stated that the unit had a sealed system leak which caused secondary damage the compressor which led it to ran dry and fail. Per our policy, Section Letter D, Number 4, we do not cover leaks of any kind.  Per our policy, Section Letter F, Number 19, we do not cover secondary damages. A few days later, we received another diagnosis from the customer stating that the system did not have any leaks and it was a failed compressor. Due to the conflicting diagnosis, we have assigned another technician for a second opinion diagnosis, with no additional costs to you.  Please contact [redacted] Repair at ###-###-#### to schedule an appointment for the technician to come to your home. Regards, CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at [redacted]. Upon review of your claim we do see that you were offered a buyout per the policy Section F. Limitations of Liability #16 that states 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. CHW however does not cover commercial grade units as stated in Section F. #13.  We do see that the customer service department had authorized a check in the amount of $350 that was authorized to you.  We do see that this check will be mailed shortly and have contacted our billing department for an ETA for you. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because: There is misinformation on the Company's response to my Revdex.com complaint. My original complaint was BEFORE the Company rejected my claim. My complaint originally was not being able to get in touch with a technician and being on hold with Choice for excessively long times.Since I filed the Revdex.com complaint, I was assigned a THIRD TECHNICIAN (the first 2 never showed up) and it was 1 full week from the date I filed a claim until that technician finally showed up on Friday 6/17/16.  The technician diagnosed the problem as being a burnt contactor, bad capacitor and burnt fan motor.  He did NOT say that is was low on freon because he had NOT put any gauges on it to check the freon levels.  It was, in fact, NOT low on freon when the levels were later checked.  We clean and maintain this unit very well, including installing new filters, rinsing the condenser with a hose, etc.  We moved into the house less than 2 years ago, had a home inspection in October 2014 and had an HVAC company inspect and clean the unit in 2015.It was working on 6/9/16 when we left home.  When we returned late that evening it was blowing hot air.  Our policy was purchased in April of 2016 and has been in effect since 5/19/16.  So, this policy was in effect when the unit stopped working on 6/9/16.  I filed my claim with the warranty company on 6/10/16.As a remedy, I want to receive more efficient customer service and for my air conditioning unit to be replaced per my contract. Regards,
[redacted]

Dear [redacted] We do regret your frustration.Please note, that the water heater does have mechanical parts that we do cover such as the gas valve, temperature and pressure valve, thermostat, and the pilot assembly. The main holding or storage tank itself does not serve as a mechanical function.  We regret to hear your wishes to cancel your policy.  In order to process the cancellation, please contact our Customer Solutions directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards,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.Upon review of your policy that you purchased on 3/7/15, we do see that it started on 4/7/15 and that we did mail and email a copy of the policy to you but as stated above, you can always view the policy online as can anyone.We do see that since the date of purchase you have placed several claims with us and CHW has covered all the claims that you had placed (7) except for the current one that you have placed for the faucets.  Our policy doesn’t cover fixtures, faucet or flange. We do regret your frustration with this one claim and do look forward to assisting you with your future claims.CHW

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

seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted]
Upon review of your claim, we do see that this was a non-covered claim however CHW did provide you with a goodwill gesture which you did accept in the amount of $100 to go towards the repair of the unit. We do see that there was a different technician assigned and the original did come through with the part that was needed.
We do regret your frustration with this claim and the time it took for the technician to repair the unit however CHW in in full compliance with the terms and conditions of our policy.
Regards,
CHW

Complaint: [redacted]
I am rejecting this response because:
I do not agree that this was the result of a secondary failure.  It was a result of the primary issue not being addressed properly during the first visit.I also don't agree that I was advised on January 26, 2017  that the technician would require a wire tracing, inside the unit, in order to determine what caused the high limit switch to melt.I understand that all systems and appliances have electrical components.  That's why these electrical components should specifically be listed under the exclusions of the covered appliance.  Instead, Section D.5., says that all components and parts necessary for the operation of the heating system are included in coverage.  I requested a written letter of the non-covered claim on February 24, 2017.  I did not receive it until I called your company back in mid-March to say I had not received the letter.  That's when it was discovered that your company was sending the email to the wrong address.  During that call, stated that the information contained in that email was not sufficient.  In addition, I requested written documentation from the Service Provider on the diagnosis.  I also requested that in my previous response here, and I still have not received that documentation.  What they've told me, and what you're telling me in terms of the cause of the failure do not match.  I have requested this documentation from the Service Provider, and they have not provided it.  Per Section C.3. you have the sole and absolute right to select the Service Provider.  Given that right, please track down and provide the written documentation.Yes, I did replace the heating system without prior approval.  As stated previously, I have tenants with children living in the home.  It was the middle of the winter when the unit failed.  The Service Provider you selected said the unit needed to be replaced.
Regards,
[redacted]

Coverage starts 30 days after acceptance of application by Us and receipt of applicable contract fees and continues for 365 days from that date.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us.Please feel free to call our customer service team directly at 1-888-531-5403 if you have any questions.  Regards, CHW