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 policy with CHW we do see that you have been a customer of ours since 2011 and CHW has assisted you with $1870.17 in authorized claims.  Upon review of your AC system, it shows in the diagnosis that both of the units are dirty, lacking maintenance and showing restricted air flow, this will cause the other components within the completed system to fail. The control board on the furnace has failed due to the lack of proper routine maintenance. We received one invoice that you provided to show routine maintenance and on that one invoice it shows that the unit was cleaned in December 2015, the units were low on Freon and having to add the Freon.  By adding Freon to a unit without repairs to make it stop leaking causes damage to the components.  Per our policy, Section F. Limitations of Liability #12 states that all units must be properly maintained per the manufactures specifications.  Providing one invoice does not show routine maintenance and this record does not show proper maintenance was done.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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy that began on 8/29/15, we see that you placed a claim on 9/10/15 for the plumbing.  The technician advised us that the flange on the toilet was leaking and the closet flange bolts are loose.  The tech pulled the toilet and found that the wax ring was rotted and brittle.  This compromised the integrity of the tin.Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover failures that are due to rust or corrosion.  It also states in Section D. Coverage #8 under excluded “…flange…”. Lastly, per our policy, Section A. Coverage #3 states that all items in the home have to be in proper working order on the start date of the policy.  This failure takes a long time to happen and although you may not have noticed it, per Section F. #1 it is considered to be a known or unknown pre-existing issue to the policy’s start date.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.  We do regret your frustration and we do look forward to helping with your home appliances in the future.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

Complaint: [redacted]
I am rejecting this response because:If the unit leaked 10 pounds of Freon from 03/15/2016 to 03/23/2016. It should have leaked 10 pounds of Freon from 03/23/2016 to 04/07/2016. My A/C/ is operating fine since the 2nd trip out by [redacted] HVAC. I want the $562.90 which I have paid in full to [redacted] HVAC your service provider for the 10 pounds of Freon in which the initial tech I believe allowed to leak out from improperly adding 2lbs of Freon the first visit to repair. I will accept contract cancellation if reimburst the cost I paid to [redacted] HVAC.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: your a/c man said that all coils hold water and rust over period of time and he even said that no matter what you do they will rust. Further more the hot water heater situation also was handle wrong and your guy would not even come out to look at it and if I remember hot water heater going out is consider an emergency job no matter what time of day or night. Then with the a/c going out you find a reason not to cover it with some kinda statement of mis use of equipment and rust shock it will rust no matter what you do to it. Would like at this time to just be reimbursed my full money that I paid for the policy and go my desperate ways guess that's what you get for trying to trust a salesman that told me when I signed up that everything would be covered all I pay is my call out fee. Just lost all trust and guess they will not refund me and will come up with some excuse as to why they don't have to. 
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 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 failed due to rust and corrosion, which caused the system to leak 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, we have placed a onetime free service call fee onto your policy; which 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

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 the technician provided a diagnosis that there is a Freon leak from the Evaporation Coil. Per the technician this was a result of a debris buildup on the unit, which resulted in the degrading of the composition. In accordance with the policy, section Letter F, number 12, we do not cover repairs due 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

Dear [redacted],We regret to hear your wishes to cancel and your dissatisfaction with CHW. We will have a Customer Solutions Specialist reach out to you in regards to your request; Please allow 24-48 hrs for someone to contact you. You may also contact us directly at ###-###-####...

Monday-Friday 9AM to 6PM EST. Regards,CHW

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

Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your heating claim, I do see that we dispatched a technician to your home on 1/8/16 that you had called and stated was rude, we do apologize for this and thank you for advising us.  We have reported him to the Territory Manager who will take the necessary actions towards the technician.We do see that we were able to dispatch a technician again to you on 1/9/16 that did come to your home and we did approve the claim.We are very happy to be of assistance and look forward to helping with your future home needs. 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

Complaint: [redacted]
I am rejecting this response because:I was never mailed any documents explaining policies after I switched to Choice Home Warranty in 2016. I was never told on the NUMEROUS phone calls to Choice Home Warranty on this issue that the plumber I had to pay for out of my pocket would need to be pre approved by them in order to be reimbursed for the repair their incompetent contractors failed to diagnose and repair according to my policy. There is a reason this company had to pay out a judgement of over 700k in a class action suit. They are deceptive and poorly managed.
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration.  Thank you for bringing the phone disconnection to our attention, as we have experienced a short series of dropped calls due to an issue with the phone line connections.  However if a representative did disconnect the call...

intentionally, this kind of behavior is not tolerated by CHW.  Furthermore, we have escalated this matter to the Director of Quality Assurance to further investigate. Our policy states in Section Letter D, Number 6, CHW does not cover “…Tankless water heaters...”We strive to provide the best customer experience, therefore we will have a Resolution Manager contact you in regards to this matter. 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:The coverage that I thought I purchased included the water heater. If the water heater was NOT covered then it shouldn't have been listed as a covered item. If only parts were covered than that's what should've been listed. Anything less then that is dishonest. Why say something is. I seed when in reality only only certain parts of it is covered?!?! They're advertisements and sales people are making false claims in hopes to make sales. Clearly water heaters are not covered if the water heater unit itself is NOT covered. Therefore, they shouldn't list the water heater as a covered item if it's not really covered. If only parts of the water heater are covered, then that's what should be listed, right? I mean that is what's covered, is it not? So why lie about it in hopes to gain more clients?!?! I'm rejecting this response because you're making false claims. Why would I purchase a warranty if not for the peace of mind?!?! Therefore, I paid you money for nothing because I didn't get what I thought I would get when purchasing the service. What you're doing is unethical and illegal because all you're doing is taking people's money and when they actually need to tap into it you tell them it's not covered. That's stealing and you know it. Stop robbing people and tell the truth about the services you actually provide. This is not a business, it's a means to robbing people. 
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 to the policy section Letter F, Number 15 which 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. There were previous claims that weren’t covered under this policy as well related to the air conditioning unit. However, a goodwill gesture payment of $300 was authorized to assist with the costs of repair and was accepted.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

The company replaced my value. My air conditional is working...

Per our conversation you have agreed to the refund that CHW has offered you.  The refund was for all 12 policies that you had with the cancellation fee that is required per our policy.  We have already placed the credit to your policy in the amount of $9156.00 that you should see if 3-5...

days depending on the bank or credit card that you used.  For your records, our policy states exactly what we said and did: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 a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writing. Thank you for resolving this matter with us.Respectfully,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 our web site at [redacted].
Upon review of your claim, we do see that you placed a claim for your AC system and that we did not cover the claim due to a lack of proper routine maintenance. The unit had a failed compressor that was caused from excess overheating. Our inside technicians stated that this unit failed proper routine maintenance when provided the information that the outside technician provided.
CHW does cover the compressor however the failure is something that we do not cover per our policy. Please see section F. Limitations of Liability #12.
If you feel that this is incorrect, you can send routine maintenance records to our authorization team at [redacted] and they will review.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Complaint: [redacted]
I am rejecting this response because:
This is the fourth excuse given to us about our claim.  Your unwillingness to accommodate us in any way with your rude customer service and failing callback time has forced us to purchase a new [redacted]  Therefore your 275 at this point is a ridiculous offer.  After reading through the handbook offered by your company nowhere does it state rust or  corrosion as an eliminating factor. Therefore we have sought legal representation.  If a better offer can not be reached comparable to our out of pocket cost we will proceed and our lawyer can communicate on our behalf.
Regards,
[redacted]

Dear [redacted],Per our policy, this claim was not covered and as a result we offered to assist you and provide you with the amount of $394.17 however if we are to process any type of refund for a policy that is of a goodwill, we will require you to sign the release agreement for processing to our billing department. Also, if you go to your local banking center the notary is free.Thank you,CHW

rOur 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 been able to assist you with your heating system claim that you placed with us.  I also see that you had placed the claim for your refrigerator and unfortunately CHW was not able to assist with that claim. We did receive a diagnosis from the technician stating that there was a meltdown inside the thermal shell of the unit.  Per our policy, that would not be something considered to be a “normal wear and tear”.  Also, per our policy Section F. LIMITATIONS OF LIABILITY 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.We do regret any frustration that you dealt with in the outcome of this claim.  CHW strives to help our customers with all of their home needs.  We do follow our policy and we do expect our customers to as well.We do apologize but due to the fact that you chose to cancel your policy with CHW we are not able to assist you any further with your claims.Thank you for your feedback as it is always helpful for us, it allows us to improve our customer service.Best 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 are not able to transfer the policy because it is currently at a commercial property which is excluded from our policy and now that CHW is aware, we would have to cancel the policy.  In doing so, we are not able to refund you any amount per the policy’s terms and conditions stated below in section L. Cancellations.  You paid $1125 for the policy and we have already paid out $1123 in authorized claims without knowledge that this was a commercial property. Please see below A. COVERAGE #3 that we do not cover commercial properties, please see below: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.Please see below for section of the policy that states if cancelled: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 a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writing.Please feel free to contact us with any questions or concerns.We do regret your frustration however; CHW is in full compliance with our policy.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because: I received an automated call to call the warranty company(they [redacted]t call you in person, they used automated to make you call them back then wait on hold, normal hold time is 30 minutes average once you call them back as you go into a queue with other callers instead of just having a live person talk to you, horrible practice).  I finally talked to a representative, who informed me the pool would not be covered due to faulty wires. I informed her that the tech said it was the pool pump and not wires. She explained she was just reading what was in system and she was sorry she could not help. I asked for her to call the tech personally and ask as he had told me he already had the part ready to install but was just waiting for approval with CHOICE.  She told me she would call and get back with me.  So I get another automated call to call them back, do and put on hold for 42 minutes.  She told me that she had put in a call to tech and had moved the issue up to a manager. I should hear something shortly.  You can guess what happened next, automated call to call them back :) 38 minutes later, a woman called to tell me the claim was approved(thank God) and to call tech to get work completed. Tech showed up, said company wrote down faulty wiring, not faulty WINDING from the pump. He had told them it was the pump.    Long story short, if I would not have kept calling in,they would have said sorry, claim denied and I would have been outta luck.  The practice of not talking to live people to get things fixed is crazy! I was on the phone a total of 4 hours to get a resolution the tech had already told me he had [redacted]e.    As far as the washer claim goes, tech came out and the computer was not working right on it.  The washer stopped mid cycle so the door would not open.  They denied my claim saying the door lock broke.  All the new washers run on a computer, there is no lock to break, the computer controls it. After I found out the claim had been denied, I call the manufacture.  They told me to turn the water off to the washer and the door would open.  Sure enough it did.  The tech should have know this and they refused to let me have another tech look at it as they already denied claim.  It is like pulling teeth to get anything [redacted]e. As a consumer, I just want to have knowledgeable people help in a timely manner. 
Regards,
[redacted]