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 was with the actual tank itself as you stated when you placed the claim into the customer portal.  “You stated that the water started to leak”. Per our policy, we do not cover the actual tanks due to the fact that they do not have a mechanical function; they are a holding vessel for the water.  Regardless that this could have been a normal wear and tear it is a specific non-covered item in our policy.CHW does urge customers to review the policy that can as stated above can be found online or through the customer portal that you placed your claim through.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   Upon review of your claim it appears that your claim was processed in accordance with the policy as indicated in section Letter F, Number 12 in which CHW isn’t responsible for repairs related to lack of maintenance.   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 never asked you to replace the Thermal Expansion Valve. I am requesting that you replace the refrigerant that your contracted repair men removed. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I had the unit repaired and there was no damage to the coil
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because when having your sales personal sell your warranty it was not conveyed that appliances will not be replaced only repaired if possible. As a paralegal I asked specific questions before purchasing the warranty and was assured that if something should happen to an appliance and it could not be repaired that it would be replaced with an item of equal or better value. I was not told, "we will send you the warranty first to read before purchasing as what I have just told you is really an untruth." Paying me what the part and labor would cost does not equal to what a gas range costs. Plus I paid $45 for a service call that only benefits you. I realize that I am not your only customer but rest assured if I can stop you from gaining other buyers without real knowledge of what this warranty supports it will be done. 
Regards,
[redacted]

Dear [redacted]Please be advised that this is your first washer claim with Choice Home Warranty.  In order for the technician to properly diagnose the system, he would need access.  Unfortunately this technician does not provide the access.  You are entitled to contact your own technician to provide us with the diagnosis.  Please keep in mind that “access” is not covered by CHW.  If you choose to hire your own technician, please have the technician call us directly with the diagnosis – no repair should be made without contacting CHW.Your technician can contact our Authorizations department at [redacted], Option 5 and then 1.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 rust/corrosion was found on the evaporator coil which led to the unit leaking Freon.  Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”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 have placed a onetime free service call fee onto your policy.  This can be used on your next claim.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Being that you had been with CHW for such a long time, we felt as though we could help you with your claim by offering you a goodwill gesture.  Per our policy, we do not cover OVER THE COUNTER MICROWAVES. Please see Section D COVERAGE- WE ONLY COVER BUILT IN.9. BUILT-IN MICROWAVEINCLUDED: All components and parts, except:EXCLUDED: Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies - Rotisseries.Again, if you are to cancel your policy with CHW prematurely you would have to pay back the funds that we had paid out for any claim.  Since you are a monthly customer, you chose to cancel the same applies.  We are not paying a goodwill gesture on a claim that is not covered and that is cancelled.Our checks take 30 business days to generate in our system.  This is how our systems work and once a policy is cancelled the system will not generate that check.  I did listen to the phone conversation with you and Stephanie and I do apologize if you took her wording as a threat, she was trying to advise you that if you do cancel then the goodwill gesture that was offered to you would no longer be.  I have spoken to her about her tone and explained that it came off as offensive.Unfortunately , since your policy is cancelled I would not be able to process a check for a non-covered claim. 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 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 in agreeance.  If you would like to further dispute this claim, you may submit your proper routine maintenance records to [email protected] for review OR you may get a second opinion at your own expense.  If you choose to get a second opinion, you submit the detailed invoice that shows the diagnosis to the email above for review. If the outcome from either the maintenance records or second opinion are different, we would adjust the claim accordingly.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 Upon review of your policy, we see that your policy began on 11/22/12 and that a policy was sent to you when you purchased the policy on 10/22/12.  You paid $350.00 for a year of coverage and CHW has paid out $372.56 in claims.  In reference to your water heater claim, it is stated in the policy that you can view online or in the customer account center that we do not cover the tanks. The tank is does not have a mechanical issue and it is not a mechanical failure that happened with the tank.  A holding vessel does not have any function besides holding the water therefore we do not cover the tanks.  It is also stated in Section D. Coverage #6.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: [redacted]
I am rejecting this response becauseI I provided you maintenance records 5 years worth of them. I am told you if you needed more information you needed to call the businesses that provided the maintenance on our equipment for air conditioner. I provided what you ask for the fact that it wasn't good enough for you is what I am complaining about 
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration.The funds given to you was only a goodwill gesture to assist you on the non-covered claim.  Please understand that us offering you goodwill funds, does not overturn the outcome of the claim.  Our Customer Solutions Specialist did advise you that aluminum corrodes and that was the cause of failure.  You advised that you understood. The outcome of this claim stands as non-covered.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
As has been typical of the prior communications with the company, they continue to repeat the standard lines that the item is not covered based on particular terms of the agreement, but they fail to actually read or listen to the actual words that are being spoken/written by the consumer. I had indicated in all my prior communications that the technician on the job site stated that the item where the leak occurred was not indeed rusty though the surrounding areas were rusty.  There is no requirement  in the policy that there be no rust on the covered part but rather the rust has to be the cause of the malfunction which is clearly not the case here. I have invited the company to hire their own technician to perform their own leak test and for their technician to see with their own eyes that the cause of the leak is not due to rust.  This request has been consistently ignored.While I have every hope that this matter be resolved amicably, I am prepared to file a complaint with the New Jersey Attorney General's office if this matter is not resolved.   Regards,
Efrem Wietschner

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 we are currently waiting for a technician to provide you service. We apologize for the delay, however, there has been a heat wave in your area which has resulted in many technicians working hard to meet our customer’s needs. We will continue to ensure that the customers’ needs are met. You may call the technicians directly to be able to obtain an appointment. In the event you have questions, please feel free to call our customer service team directly at 1-888-531-5403.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted].   Upon review of your claim it appears that your claim was processed in accordance with the policy as outlined in section Letter F, Numbers 1 and 8 , CHW doesn’t is not responsible for repairs due to rust and corrosion. This information is outlined in the policy terms and conditions. Although we would hate to lose you as a customer, we can make the necessary arrangements to cancel. However, please make a note that your policy will be canceled in accordance to the terms of the policy outlined in section Letter L, Number 4 which states 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 call our customer service team at 1-888-531-5403 and they can assist you with 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],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 unit was completely empty on Freon due to a rusted and corroded evaporator coil.  Please note that the pictures we received, it confirmed the rust and corrosion.  Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which due to your dissatisfaction, you requested to cancel your policy.  We strive to provide the best customer experience therefore as a goodwill gesture, we offered you a free month and free service call fee.  You declined this offer and insisted on cancelling. Per your request, your policy has been cancelled as of 9/13/2017 and your refund of $40.00 is processing.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Also in the policy, section Letter E indicates the optional coverages which require additional payments and contains that information. Section Letter D, Number 3 states that leaks are not covered under the policy and section Letter F, Number 19 indicates that secondary damages are not covered. These are in the policy. Records indicate that you expressed a concern that you weren’t in receipt of the policy. The policy hasn’t been modified, it is the same that you referenced in this complaint. CHW will also make arrangements to have one emailed to you directly at the email address on file as well as mailed to you for your records.  If you have any questions, please feel free to call the customer service team at ###-###-####.   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]. According to our records, you purchased the policy with CHW on 2/12/16, the policy started on 3/12/16.  You placed your claim on 7/22/16, and due to the fact that this is a monthly policy, you are charged on a monthly basis for each month and can cancel without charges as stated in Section L. Cancellations however since you did not pay for the policy on a yearly basis there would not be anything to refund back to you.Since you placed the claim in July and our team did work on the claim, we are willing to provide you with one month of coverage back in the amount of $33.75.If you would like to accept our offer, please contact us and we will send you a release agreement to sign.Thank you,CHW

Dear [redacted],In a recent review of your policy, we are glad to see that you decided to keep your policy open.If you have any further questions or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.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]
* At this time you do not have an active policy at CHW. It was cancelled per your request. The last payment that was paid was on 3/2/16. The credit card that was on file had already expired, as such, you didn’t pay for the last 5 months. At this time you would like to have the $45 free service call fee refunded, however, in accordance to section Letter F, Number 19 you will need to contact the technician for the return of the funds.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW