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 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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”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 to assist you on the non-covered claim as well as a one-time free service call fee for your next claim.  You accepted these offers.  Our records show that you received and cashed the check.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: Section D of the agreemental states that shower valves are covered. The policy explicitly states that shower valves are covered.  There is no language in section D. or any other part of the agreement that defines a shower valve as a fixture.  If the shower valve was indeed defined as a fixture then the section D. which states that shower valves are covered would have read instead that shower fixtures are covered.  This company is attempting to escape covering an item that the agreement clearly states is covered by redefining the shower valve as something that it is not.  The shower valve being called a fixture is their internal definition only as is not expressed any where is the policy agreement.  I paid $315 to their technician to have the shower valve and pipe repaired/replaced and I expect a full refund.  It is bad faith deny coverage that is expressly afforded on the policy by using deceptive tactics.  The NJ Attorney General has already fined this company in 2014 for such practices and surprisingly this company continues with these deceptive tactics to escape honoring the policy terms that we the customer is paying for.  That is theft!
Regards,
[redacted]

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

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted] Upon review of your claim, we do see that CHW had offered and it was accepted a buyout in the amount of $450 to be sent to you in a check.  We do see that we had offered to replace the unit that you currently have but unfortunately you were not happy with the unit that we offered. Per the policy, Section F. Limitations of Liability #9 states We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. Again, we do see that you have spoken with the Resolution Manager and he has advised us that this matter has been resolved with the check that we have already authorized. 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:It is incorrect. Saying the same thing over and over is pointless. Obviously I'm prepared to prove you wrong or we wouldn't be at this point. This isn't a case of my asking for special treatment or for you to bend your rules for me. You are incorrect in your decision and are operating in an unethical fashion, which is not legally allowed in the U.S.A. The Revdex.com was involved in an attempt to give you one last chance to be 'better' at operating your business. Instead,  you  chose to continue to repeat yourself like a broken record.At this point what I need from you is your decision in writing. Your decision needs to be on your letter head, dated, specifically state that you are refusing the necessary, covered repairs, and the specific reasons as to why not. Send this to me A.S.A.P. as you are in violation of your own policy which states you are supposed to send me this requested information within seven to ten business days.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: This company do not live up to there word I have receive many email for this company that guarantee that once you get a home warranty from choice you will not have to pay for any repair's on your AC, Heating, Hot water heater and your appliances and even you Roof. Once I spoke to a sales person that's  when he told me that it only cover for part's of your Roof , that's the first false advertisement that this company said. When my oven started a fire it was because of the heating elements which this company said they cover, and the thermostat also under warranty should have shut the oven down but it malfunction and the fire started and this cause my control board to burn out so choice refused me a new oven. The repair company that choice sent out told me that fixing this oven would be crazy to put any money into this oven make's no sense. Remember this person work for choice not me. And when my lights went out  I spoke to a claim rep. she said that me using my ceramic heater  cause my light's to go out so choice would not cover it. First I have used this same heater all over my home in 2013 I never turned my furnace on the entire winter and I used that heater along with 2 more heater. and the day my light's went out I plug the heater with the power off and the light's went out and again the repair man said that it's sad that choice would not cover this repair. this man was nice and made sure my lights were working before he left my home. Just know that I will tell every home owner I know about Choice and how they take your money and then refuse to cover you claim. And had I known about all the complaint against Choice  on the Revdex.com site I would have never use the company . 
Regards,
[redacted]

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

very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted].   Upon review of your claim it appears that we are still working on having this resolved for you. Please call the customer service team directly at [redacted]. Your time is very valuable and we apologize for the long delays. You may also email us directly at [redacted]     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   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:Thank you for your support in this matter. Hopefully it will get resolved soon. It currently 90 days past cancellation date. Please inform me, how soon will I receive it.
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],   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]   The diagnosis that was received by CHW was there was gas corrosion on the unit. Section Letter F, Numbers 1 and 8 indicate that corrosion isn’t covered under the policy. CHW attempted to work with you by sending you an agreement that would provide you with a refund, but hasn’t received it back to date. This will allow CHW to release the paid funds of $143.32, which is a full refund. 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

I am rejecting this response because:
Choice Home Warranty authorized 4 Leaf Plumbing to complete the repair at my home on Wednesday, June 10th. The contractor did not complete the work until June 13. Where obviously you can see I was not notified in time to make any decision in regard to this repair. Thus lending Choice Home Warranty liable.  When I was notified on the 18th (days after the repair was already completed), Choice Home Warranty did offer to pay for half of the repair. This was insufficient, as Choice Home Warranty made the decision to send out 4 Leaf Lumbing, and had them complete the repair. Choice Home Warranty was clearly negligent. Their negligence leads to their responsibility. They need to pay me for the 204.42 that I have had to pay the plumber. 
Regards,

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 you were informed by CHW that your claim would be covered. We apologize for the confusion and thank you for sending in your proof or coverage. We have reached out to the technician to provide him with the necessary authorizations.   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:
This week will be three weeks that I canceled my policy, and I have yet to receive the money at my bank. Once money is in my account then I will retrieve my complaint to the Revdex.com, thank you.
Regards,
[redacted]

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]. Please note that you placed a claim for your refrigerator stating that it was leaking.  The system would not allow the claim to process as per our policy, Section Letter D, Number 3, we do not cover “…leaks of any kind…”  A review of the water heater claim shows that it was processed according to the policy. Based on the diagnosis we received, it stated that the tank was leaking and needed to be replaced.  Per our policy, Section Letter D, Number 6 we do not cover the “…Main, Holding or storage tanks…” Our Sr. Claims Specialist advised you the outcome of the claim, in which you were not satisfied and requested to cancel your policy.  In response to your request to cancel, our Customer Solutions Specialist offered a goodwill gesture of $200 to assist you on the non-covered claim.  We strive to provide the best customer experience and are glad that you accepted the goodwill funds and decided to keep your policy open. Regards, CHW

Complaint: [redacted]
I am rejecting this response because:      1) The repair needed to fix my refrigerator/freezer was not done because Choice stated there was a piece that wasn't initially installed on the refrigerator/freezer which resulted in the leak.  Choice doesn't perform pre-inspections and our refrigerator/freezer was installed prior to me moving into the house.  Due to these both scenarios there is no reasonable way to know that this was the case.   2) The other reason I reject Choice's response is because of False Advertising and claims.  Directly from their site ([redacted]) they post reviews of their services.  They consciously select the reviews that they wish to share (as they have not posted my response which doesn't promote their service).  These postings therefore represent their business as they select what to share with the public.  In at least two instances, if not others, they specifically share that customers had LEAKS repaired on their refrigerator/freezer, the very reason they are denying my claim.  How can they represent themselves on the website one way (repaired leaks) yet they turn and adamantly deny my claim for this reason.  This is the very essence of False Advertising.  I attached the two reviews below from their site.      In light of these actions and response from Choice, I plan on passing this complaint of false advertising onto the State of NJ Consumer Affairs.  
TWO CONSUMER REVIEWS APPROVED TO POST TO CHOICE HOME WARRANTY SITE.My refrigerator/freezer was leaking. Choice sent tech out immediately and problem was resolved that day.[redacted], 03/10/16Our freezer was frosting up and leaking on to the floor. We made a claim online and within a few hours received a call from the repair service. They came out the same day and fixed the problem quickly. We paid the service fee and that was it. There were no hidden or additional costs. Very pleased.[redacted], 07/04/16
Regards,
[redacted]

Dear [redacted],                          Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable...

way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted].   Upon review of your claim it appears that your claim was processed in accordance with the policy. The unit was diagnosed to have multiple failures including the Capacitator, Schraeder Core leaking refrigerant and Compressor having internal failures causing lock outs. These are all things that would occur over time and are a result of lack of proper routine maintenance. In accordance with the policy, the claim is not covered. As outlined in section Letter A, Number 3, CHW is not responsible for repairs related to a known or unknown preexisting condition. Section Letter F, Number 12 states 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.   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]
Upon review of your claim we do see that the technician stated that the Service Valve had a leak which caused the Freon to empty out of the unit, which caused the unit to fail. Per our policy, Section F. Limitations of Liability #19 states that we do not cover secondary damage. The valve being the initial failure is why CHW offered to cover the part and the secondary part would have been your responsibility.
We do see that you chose to cancel the policy with us and did receive your pro-rated refund.
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] 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 waste and over flow broke in the downstairs bathroom. Per our policy, Section Letter D, Number 8 CHW does not cover “…waste…” 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 offered you $200.00 in reimbursement.  You agreed to settle this claim by accepting the offer on 10/30/2017.  Please allow 30 days from the acceptance date to process before the check is mailed out. 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]
Upon review of your policy with CHW, we do see that you have a policy that you pay $40.00 a month, we also see that you have had the policy for 4 months. Within this time period, CHW has assisted you with another claim that you placed for your washer.
In regards to the Air Conditioning System, we do see that there was an internal failure which was explained to us was not normal wear and tear. The compressor locked up from overheating and it went into the thermal overload, this is a result of a lack of proper routine maintenance. Per our policy, Section F. Limitations of Liability #12 states that CHW does not cover failures due to this specific reason. All units must be properly maintained by the specifications of the manufacture. Meaning that a licensed technician would have to go to your home on a yearly basis to perform the necessary maintenance that should be done to the unit, this is required for all types of units. We did request that you send in the records of maintenance however you have declined to do so.
The pictures that we received do show that the unit does lack proper routine maintenance. If you would like to dispute this claim, in a cordial matter without screaming and curing at our customer service department, we ask that you provide maintenance records showing that this unit has been properly maintained.
Please also note that the technician is not the person that makes the decision for the claim. They have been out in the field and are used to seeing units fail and consider that to be normal wear and tear however we do not. We believe that if a unit is as young as 9 years of age and have the mechanical failures that yours does along with the pictures that we have; we consider this to be a lack of proper routine maintenance which is different than repairs.
However regardless that CHW has paid out for your policy, we are offering to provide you with a full refund of the policy since you clearly disagree with the claim. If you would like to send in the records of routine maintenance, we will be happy to re-open the claim and reevaluate the failures.
We appreciate it if you can remain calm when contacting us with this claim and reframe from using voguer/offensive language.
CHW is in full compliance with the terms and conditions of our policy. We do look forward to assisting you with this claim, whether it is a full refund or you provide ROUTINE maintenance records.
Thank you,
CHW

Your claim has been reviewed in great detail and based on the diagnosis that was received from the trained technician, there will be no coverage provided for this claim. The shocks and suspension rods displayed rust and corrosion, which are not covered under the 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 evaporator coil was rusted and corroded, which caused the unit to leak out Freon as well as the compressor had bad service valves which caused another Freon leak.  The leaks that occurred on the system were due to 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 satisfied.  We strive to provide the best customer experience, therefore, as a goodwill gesture we offered you funds in the amount $500.  You accepted this offer on July 27, 2017.Please allow 30 days to process before the check is mailed out.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.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]