Bass Services, Inc.

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

Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] Upon review of your policy with CHW, we do see that we have assisted you in $335.00 in authorized claims, since your start date of 3/25/16. After reviewing the claim for the water heater, it shows that the part is no longer available. Per our policy, Section F. Limitations of Liability #9 states “If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair.”
CHW provided you with a check in the amount of $205.00 for this part plus labor. This amount was not to cover the tank itself due to the exclusion stated in Section D. Coverage #6, CHW does not cover the tanks.
If you would like to cancel before the check is received, our system will stop the check from dispensing. However, we will not charge you a cancellation fee of $50.00 if you chose to cancel the policy.
We urge all customers to read the policy and if there are any questions, please contact us for clarification.
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 the claim was processed properly. The diagnosis that was received by the technician was that there was an excessive amount of oil/refrigerant surrounding the bottom of the compressor and wires. The compressor had overheated causing the compressor to lock up. This is not normal wear and tear as the unit was running at extremely high pressures. Section Letter A, Number 2 indicates that CHW is only responsible for repairs related to normal wear and tear. You were offered by CHW a goodwill payment in the amount of $100 to assist with the repairs of the non-covered claim as well as a free service call fee to be used in the future and it was declined. Per your request, your policy is now canceled.   We do regret your frustration; however CHW is in full 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 policy, I do show that you placed 2 claims for your AC.  One in March and the second in June.  The claim that you placed in March; claim # [redacted] the technician that came to your home stated that the “EVAP COIL IS CLOGGED AND RUSTED AND HAS RESTRICTED AIR FLOW/ COMPRESSOR IS RUSTED AND CORRODED AT BOTTOM AND LEAKING FREON”  On 3/26/15 the technician gave CHW pictures to confirm this to be true.  Please see attached for pictures.  Per our policy, CHW does not cover leaks caused by rust or corrosion.  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.On 6/10/15 you placed another claim #[redacted] for your AC unit; the technician stated that “MUFFLER AND COMPRESSOR WERE RUSTED AND CORRODED. HE STATED THAT HE CLEANED THE EVAPORATOR COIL BECAUSE IT WAS COMPLETELY CLOGGED BUT IT WAS TOO LATE, IT HAS ALREADY DONE THE DAMANGE AND RESTRICTED THE AIR FLOW OF THE UNIT TO MAKE THE COMPRESSOR FAIL. “Again, this is not something that would be covered under our policy due to the fact that you did not have the maintenance done correctly or possibly not enough.  Our policy strictly prohibits rust or corrosion as well as lack of maintenance.  Please see Section F.  LIMITATIONS OF LIABILITY8. 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.We always want our customers to understand that all policies have exclusions and CHW does follow our policy.  We do our best to assist the customers and approve claims that are submitted to us.  We do apologize for your frustration with these claims.  CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because: as for the septic it was I'm proper working order when the policy went into effect. Two days later it happened to go out. As per our county regulations we have to keep maintenance on the septic system and could show that it has been maintained. Have you ever had a battery die on you that you just bought because of a bad cell.... things happen and YOU cannot predict when something is going to go out nor can your office state "it's an ongoing issue" when you have no idea you haven't seen it you ASSUME. Your company makes the customer wait 30 days but you take money right way. So technically I paid for service I never got!  You advertise that there is no need for inspection as long as it's in working order and properly maintained.  Mine was. You also advertise no matter how old the equipment is. .. that is false too because then you claim "pre-existing". Not to mention a couple of vendors you tried to send were either from out of the service area, were for the wrong type of service,  or the vendor didn't want to work for you because of prior issues with your company not wanting to pay them. Your customer service is awful most employees are rude to your paying customers as well as rude to the technicians. I guess if it happened a month later there would have been another reason for the company not to pay it.  Life happens unexpectedly. Like I said yes the policy started on the 5th and unfortunately my alarm on my septic went off on the 7th. FYI this party that's needed cannot stay broke for a long period of time otherwise you're fined.  Don't claim great customer service when your company lacks it. It's unbelievable that you hold a $50 cancellation from services that were never even used.  
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]
* I am glad we were able to resolve this issue with your claim, effective June 28, 2016.  Please kindly return the paperwork that was emailed to you previously.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy, you had a claim for your oven cook-top on 9/23/13 and CHW did replace the parts of your oven. The parts at that time excluding the labor and the tax, your oven now has the same parts failures and CHW is offering you more funds towards the parts than previously in 2013.  Since we do understand that the parts may have gone up since then, we are willing to increase the amount to an even $300.00 for the amount that we would send to you. Our authorization department did not base the amount according to this; they based it on the national average cost of the parts. If you would like to accept this offer, please contact us as it is documented in your claim. We do regret your frustration with this claim, we do see that all the claims that you have had with us, we have covered and we do look forward to assisting you for future claims. Thank you, CHW

Dear [redacted],CHW offered to cover the unit due to the emails that you sent to us, we saw how upset you were and wanted to assist.  It does go against our policy to cover failures that are caused by rust or corrosion.  This would be the reason for CHW to ask you to sign a release agreement.  If our company is going to cover a unit that normally would not be covered per the terms of our policy, we would expect the customer to be happy with this resolution.  Once you sign up with our company, you are provided with an email that welcomes you to CHW and it provides you with your new policy number, you then can go online to the customer account center and place that number along with the email address you have and you would be able to see your own policy.  If you had not received the Welcome email you could have just simply gone online to our website and reviewed the policy that is there for anyone to view. Section F. Limitation of Liability #1 and #8 state that CHW does not cover failures due to rust or corrosion.  If the unit has failed due to this reason, it is not covered under our policy.  We do regret that you feel that you were lied to or deceived on the contrary it is documented in our policy that we did provide to you 30 days prior to the start date of the policy.  In the first 30 days you are able to review the policy and if you disagree with the terms and conditions you are able to cancel for a full refund. Once the policy begins, we then believe that you have read the terms and conditions and agree to them.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 [redacted].   Upon review of your claim, we do see that you placed a claim for your AC System.  The technician provided a diagnosis that the compressor had failed due to the internal windings. The failure occurs from the compressor overheating and causing damage to the internal windings. Section Letter A, Number 2 indicates that CHW is responsible for repairs related to normal wear and tear. This is not normal wear and tear and as a result was not covered.     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:
The two shut-off valves, which feeds cold and hot water to the shower were also replaced at $80. Why this is not covered?These shut-off valves are necessary to shut-off water to the shower so that teh vslve for the shower be replaced.I would rather had CHW paid $900+ to their own plumber rather than me going through this hassle and wasting Revdex.com and my time.

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 that you placed for your heating system, the technician that came to your home advised CHW that the evaporator coil was clogged and needed to be clean.  Having the coils clogged will not allow air flow threw and will cause the heating strips to seize.  Per our policy, this claim was not covered due to secondary damage.  The failure with the heating strips could have been avoided if you had the unit properly cleaned and maintained.  If the coils were clean, the failure would have been avoided.We show that your policy was purchased on 10/28/15 and began on 11/28/15, the claim was placed on 12/11/15. The failure takes time to happen; you placed your claim with us less than a month into the policy start date.  Coils take a lot longer than a month to clog and that lead to the failure of the heating elements.  Please see Section F. Limitations of Liability #19 that states that CHW does not cover failures that are due to secondary damage.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best 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 [redacted]ment.   Upon review of your claim it appears that your claim was processed in accordance to the policy. In accordance to the policy section Letter D, Number 7 energy management systems are not covered. Additionally, section Letter F, Number 19 indicates that secondary damages are not covered. Also if there are issues with that were caused by technicians please also refer to section Letter F, Number 19 which indicates 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.   We do regret your frustration; however CHW is in full 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 claim, I do see that CHW has reached out to you in reference to your unit.  We asked you to provide us with the maintenance records as the unit had failed due to a lack of proper maintenance.  The service provider did not advise us that this was due to normal wear and tear but to a lack of maintenance.  We would be more than happy to assist you if you could provide us with your most recent few maintenance records as CHW does require all units to be maintained per the manufacture specifications. Section F. #12.Please send your records to [redacted] or send them to our customer advocate [redacted] please reference your claim number.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 your policy has indicated that the policy has been canceled as requested and that a refund has been provided.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

We do apologize for any inconvenience that this claim has caused.  We are happy that we were able to come to a mutual resolution with you in regards to this claim.

Complaint: [redacted]
I am rejecting this response because:
I Offered to send in my records and I was told no we don't want that the denial will not be reversed. I would like to be contacted by a real manager that can resolve this without acting as if my money is gong into their pocket. I am available until 5:30 pm eastern standard time each day.
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]   A review of the claim in question indicates check number [redacted] was mailed on 8/8/16 and was not cashed. As you didn’t receive the check, check number [redacted] in the amount of $390 was mailed on 10/10/17 to the address on file. The CHW attempted to provide the check information and date it was mailed, however, the representative was yelled at and there were profanities used and the call was disconnected. At this time, the check has been reissued and mailed.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]CHW provides our customers’ with 30 days prior to the start date to review the policy and ensure that they have read all the terms of the agreement.  Per our policy, we do not cover failures that are not mechanical.  The tank itself is listed in the exclusions under water heater due to it being a storage vessel for the water to sit in; there is no mechanical function for this device.  We do regret your frustration however CHW does not cover the tanks. Also, due to the fact that your policy has been closed there is unfortunately nothing that CHW can do to assist with this claim.Reviewing the policy, we do see that you have paid a total $151.68 which was $37.92 a month and CHW paid a total of $135.08 towards repairs for your claims. As a good faith offer, CHW is willing to provide you with one payment back that would be provided to your credit card in the amount of $37.92.  If you would like to accept this offer, please contact us at ###-###-####.Thank you,CHW

Dear [redacted],CHW is satisfied with the outcome of this claim, since you are not, you would be responsible for providing a second opinion.  However; if you would like to cancel the policy since you seem to disagree with the outcome, CHW is willing to provide you with the amount that you paid for the policy and subtract the goodwill gesture that we paid out on the previous claim.  This will be a total refund of $200.00.  If you would like to accept our offer, please contact us at ###-###-#### and we will provide you with a required paper to sign to cancel the policy.Thank you,CHW

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.

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 [redacted].   Although CHW hates to lose you as a part of the CHW family, it appears that at your request your policy has been cancelled in accordance with the policy as outlined in section Letter L, Number 4. 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.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW