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].   There are multiple policies and the policy that has this addressed referenced doesn’t have a claim. Please verify the customer information to include the address as well as perhaps the claim number or account number.   Regards, CHW

Dear [redacted],Could you please provide us with more information, please provide the address of the home that the policy was under at that time or if you have the policy number, which would be great.  We are unable to locate your policy with the current address you provided.Thank...

you,Choice Home Warranty

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 .  We have reviewed your claim for your AC and do see that we advised you that CHW would not be covering the cost of the repair.  You chose to use the technician that came to your home each time and per our policy, Section F. Limitations of Liability #19 states that CHW is not responsible for the negligence of the technicians.  This was a non-covered claim and since you chose to use the technicians that came out, you are responsible for the issues that arose. If this were to be a covered claim or not, we are not responsible for the technicians as they do warranty their work for 90 days.We do see that you placed 3 claims with us for this unit and all 3 were not covered.  As a goodwill gesture we have placed 2 free service call fees under your policy for any claims that you have for the future.We do regret your frustration with this claim however; CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

r,We would like to investigate this complaint but in order to move forward you will need to provide one of the policy numbers of the 7 locations that you have stated in your response.  Thank you,CHW

Dear [redacted]Per our policy, Section L. Cancellations we have provided you with the accurate amount for the refund of the policy.  A total of $250.00 had been placed back onto the credit card that you had used to sign up with.  According to our policy listed below, this is the correct amount with the correct administrative fee.L. CANCELLATIONThis 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 acontract 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 paidcontract fees, less 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 $25 administrativefee and any service costs incurred by Us.Due to the fact that this claim that you had was not covered, you chose to cancel and the refund was provided. The initial refund you were charged an additional $25 due to the fact that the majority of states are charged this amount except for AL.  Alabama charge for the administrative fee is $25 therefore we have provided the correct amount for the refund of the policy.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 http://www.choicehomewarranty.com/user_agreement.php .  We see that your policy started on 5/3/14 and you called in a claim on 5/9/15 stating that your Air Conditioning System hadn't worked in over a week.  This would make it so your unit stopped working before the policy start date, hence pre-existing to the policy. We do apologize, CHW does expect all units to enter the policy in good working condition.  Please see 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.Unfortunately, we are unable to cover this claim for you and in order for this unit to be covered under our policy, you would have to have it fixed and provide CHW a copy of the proof of repair.  You can send the proof of repair to i[redacted] and reference your claim number.Thank you,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 assisted you with $978.78 worth of approved claims.  In regards to your Air Conditioning unit, you stated that the last maintenance was done on 5/28/15 with our technician, this is not considered to be maintenance as CHW doesn’t cover maintenance work, we authorized the unit for repair.  You had a repair completed on your unit at that time.  The unit at that time was able to be fixed and the tech was able to have it back and running for you.  You as the customer are supposed to have the unit maintained per the manufacture specifications. As stated in our policy, in Section F. Limitations of Liability # 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.For you to put bleach into the system to clean it would not be considered maintenance from a licensed technician. We do apologize for any frustration that this has caused you; we do look forward to assisting you in future claims.  As per our policy, this claim would not be covered.We thank you for your feedback as it helps us improve as a company.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 shows that your claim was processed in accordance to the policy. Please note that CHW is not an insurance company. The diagnosis on the second unit was that there were multiple failures including the compressor shorting to the ground. This is caused from excessive overheating of the compressor and is a result of lack of maintenance. The effective date of the policy is 10/13/16 and the claim date was 10/15/16. This is something that wouldn’t have occurred in such a short span of the policy and has been deemed as a prior existing condition. Section Letter F, Number 1 of the policy indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions.   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 our web site at [redacted]
We do apologize that the technician that was assigned to the claim did not show up and we have reported this to our Territory Managers for review. We do see that you have spoken with our customer service department and they have offered to provide you with our reimbursement option for this claim.
Please note that once you have a provider that has a diagnosis, per our policy Section C. Service Calls #3 we request that you have them contact us with the diagnosis before any work is completed. Once we have the diagnosis we can make a determination if the claim is covered under our policy.
For inconvenience, we have added a onetime free service call fee to your policy and do hope that you chose to stay with our company. If you chose to cancel, please refer to Section L. Cancellations.
We do regret your frustration with this claim; however we are in 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 the claim it appears as if it as handled in accordance to the policy section Letter F, Number 1 in which CHW is not responsible for repairs related to known or unknown preexisting conditions. Additionally, section Letter F, Number 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”.   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, your claim was handled in accordance with the guidelines in the policy as outlined in section Letter F, number 12. Repairs due to lack of maintenance are not covered. You did provide CHW with pictures that displayed rust and corrosion. These are not sufficient records to provide coverage to the claim. CHW is not a maintenance company so we wouldn’t have records of the maintenance to show that you had your unit service accordingly to ensure proper working. We do not require from our customers maintenance records, however, if you have records we will accept the proper maintenance records to review your claim. You may send this information to [redacted]   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted], We do regret your frustration however, CHW does not cover any cost of repairs for failures due to rust or corrosion. We have offered a goodwill gesture to you in the amount of $150 towards this repair, if you would like to accept a full refund of the paid policy, we will be happy to provide you with that.Please contact our customer service department and we will provide you with an agreement that states that we are offering you a full refund of the policy.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 that the claim was processed in accordance with the policy. It was determined that the malfunction was covered under the manufacturer warranty. Section Letter F, Number 15 of the policy indicates, “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”.  CHW did offer to provide you a goodwill assistance in the amount of $200 to assist with your out of pocket costs on this non-covered claim and it was accepted. The $200 will be sent once CHW is in receipt of a paid invoice as indicated during the conversation on 2/4/17. Please send this information to [email protected] and be sure to include the claim number on the correspondence. Please call the CHW customer service team directly at ###-###-#### if you have any questions.   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. Please note that the “latch” is on the door; anything located on the door is not covered. CHW did cover this on a previous claim dated 9/6/2016 as a goodwill gesture.  If you would like to have a technician come out to your home to officially diagnosis the issue, please contact the technician to schedule the appointment; please be advised that we will dispatch a technician to your claim.  You currently have 2 free service call fees on your policy, therefore, you will not have to pay for a service call fee on this claim. If you do not want to move forward with having a technician come out to your home, kindly contact us and close the claim.  Once we receive a diagnosis, we will contact you with the outcome. Regard,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.   Section Letter L, Number 4 of the policy indicates that, “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”. Upon receiving your request for cancellation, you were provided with a credit in the amount of $666.60, which was the pro rata refund.   A review of the claim shows that the claim was handled properly. The claim placed for the heating system was not covered in accordance with section Letter F, Numbers 1 and 8, which indicate that CHW doesn’t cover rust and corrosion. The technician found that the heating system had a rusted, corroded and cracked heat exchanger. Finally, section Letter F, Number 19 states, “You agree that we are not liable for the negligence or other conduct of the Service Provider, nor are we an insurer of Service Provider’s performance. You also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages”. Please work with the technician if there is an issue with the work that was done. There is not an active policy with CHW at this time.     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 our web site at [redacted].
The technician that we contacted provided us with a contradicting diagnose; he stated at first that the unit was leaking from within the fin section of the coil however he did not check the indoor coil and was not sure if that was leaking. He stated that he was not sure if the coil had been replaced and he was not sure if he was ever at your home before. He then stated he was there last year providing service to this unit and he did not find a leak but he recharged it. The technician was not sure of a lot of pertinent information that we would require him to have.
We did request that you send us routine maintenance records however they we were not legible.
As a good faith offer for you, CHW is willing to provide you with a full refund of the paid policy even though we have already paid $395.00 toward this policy. If you would like to accept this offer of a full refund, please contact us and we will provide you with a release agreement that we would ask you to sign in order for us to provide the refund of $1125.00.
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 .  Upon review of your claims, I do see that both of your units were deemed denied per our policy.  Claim # [redacted] that was placed on 05/13/15 was not a covered claim due to the fact that CHW was advised by the service provider that the condensing coil had a non-repairable leak.  Condenser coils are built to be very durable being designed to withstand weather and temperature extremes and with proper installation, care and routine maintenance the can last decades normally outlasting every other part in a condenser. So that being said, Non-repairable leaks in condensing coils less than 30 years old are caused mainly due to a lack of proper routine maintenance, yet can also be caused by an improper installation or improper previous repair or design, and in rare instances a manufactures defect which would usually occur while unit is still covered by the manufacturer, the only other way would be physical damage, from lawn equipment, hail etc.  I have attached the pictures of this unit that was sent to us and you will see that there is physical damage as well as rust/ corrosion on the unit.  If this unit was maintained properly, it would have lasted a lot longer than the age it was when failed.  Also, please note that having an inspection is completely different than having maintenance.  An inspection will see if the unit turns on and off, does it get cold or not.  That is all that an inspection is, whereas the maintenance technician would use preventive methods that are specified by the manufacture to ensure the unit is working properly.  Your second unit that you placed a claim for, claim # [redacted] was denied due to rust or corrosion.  I have attached the pictures for your review.  CHW does not cover a unit that has a failure due to rust or corrosion.  This is stated in our policy in 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.CHW states in the policy that they do not cover routine maintenance that is the customer’s responsibility to make sure that this is completed.  Per Section F. LIMITATIONS OF LIABILITY4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.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. You did state that you had your unit maintained; why would you not offer to send in the records and just cancel the policy? If you had sent the records into CHW, our authorization team would have reviewed the claim.  Unfortunately, you have chosen to cancel your policy with us and providing the pictures that the technician gave to us, we are unable to assist with either claims. We do apologize for any frustration that these claims have caused and we are very sorry that you chose to cancel with CHW.  We do thank you for your feedback as this is always helpful for our customer service and service providers.Best regards, Tracy CHW Consumer Advocate

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 system was completely out of Freon.   The system being out of on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test. You opted to use your own technician for the leak test.  Based on the leak test results that we received, it stated that the Freon leaked out of the evaporator coil.  The pictures we received confirmed that corrosion caused the evaporator coil formed tiny holes which caused all of the Freon.  Per our policy, Section Letter F, Number 1&8, we do not cover any failures caused by rust and corrosion. The outcome of this claim stands.  We strive to provide the best customer experience, therefore, as a goodwill gesture, we would like to provide you with a one-time free service call fee for your next claim. To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday and Sunday 9am-5:30pm EST. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Your policy began on 4/2/15 and four days later on 4/6/15 you placed your claim for your Dryer,stating to our customer service rep who took your claim that the last day it worked properly was Saturday.  That would have made the date that the unit last worked on the 4th of April; 2 days after your policy began.  Per our Service Provider and our authorization team, it takes a lot longer than 2 days for a unit to have all the failures that your unit has.THE IGNITOR IS BAD  THE TIMER IS BAD ,ROLLER BEARINGS ARE BAD ALSO THE START BUTTON SWITCH IS BAD These are things that cannot fail within the two days of the policy, all units have to come into the policy in good working order.  Please see Section A. COVERAGE3. 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 but this unit could not have come into the policy in proper working order, if it was known or unknown it was a pre-existing conditionRegards,CHW

Complaint: [redacted]
I am rejecting this response because:
Choice warranty is offering to refund what I have paid for the plan; however, I would like one if the client options in order to consider this resolved:Repair covered of the two claims made orThe refund of plan costs and service fees paid to technicians who did nothing to fix the issues
Regards,
[redacted]