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 evaporator and condenser coil were clogged and the finds were bent.  These are all results from a lack of proper routine maintenance.  The lack of proper maintenance to these parts caused the condensing fan motor and capacitor to fail.  Per our policy, Section Letter F, Number 8, CHW is not responsible for “repairs due to failure to clean or maintain as specified by the equipment manufacturer.”Please also refer to Section Letter F, Number 19, where it states that CHW is not liable for “…secondary damages…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, which you disagreed with as you stated that you had your system maintained. We advised you to send in your proper routine maintenance records for review.  In addition to that, we offered you funds in the amount of $175 to assist you on your non-covered claim; you accepted these funds.  Please note, your check was mailed out May 23, 2017.We received an email from your technician only giving us dates of when the system was serviced, however, we did not receive the detailed maintenance report.  Please submit the detailed maintenance records to [email protected] for review.  After the review, if any changes need to be done we would adjust the outcome of the claim accordingly.  We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],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

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/user-agreement/. 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 bearing, rear tub, and inner basket failed and needed to be replaced. Choice Home Warranty determined that in order to provide long term solution to future potential issues with the system, the best course of action would be to provide you with funds towards a new unit.  Our Sr. Claims Specialist advised you about the outcome of the claim, our policy, and offered you $400.00 towards a new unit.  You accepted these funds as of 2/21/2018.  Please allow 30 days for processing.  Please be advised that our policy states in Section Letter F, Number 16, We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.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 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 whole "warranty" is a rip off and you know it. The "repair men" that your company uses are liars and con artists that told me one thing when they come to the home yet report different information to Choices claims dept. Last year, two sis pious looking men showed up to my home and no I did not answer the door out of fear. They did not have on uniforms nor drive a vehicle indicating they were a repair company and lacked any kind of professionalism. On the last claim, the repairman mentioned the element and some other part of the water heater failed. With this malfunction, the wires burned and it could have caught on fire. This water heater has been in working condition since I bought the home May 2015. He also mentioned that Choice will try to avoid paying for the claim based on the age of the water heater. He also predicted that I would have to go through "hell" to have this shady company pay for anything. The last claim from 5/2016 was denied based on lack of maintenance yet you have a copy of the receipt that shows when it was serviced, which by the way was less than 1 year ago. Proper maintence on a water heater is to have is flushed and components checked once a year.This janky company and rude employees will find any loop hole to avoid paying claims. I want nothing else to do with this company and after waiting on hold for over 60 minutes to speak to a claim manager on May 11,2016, I requested to cancel my policy. I hope this is also in your notes. I will continue to make it my personal mission to let as many people as possible know of my experience. Thank you for your response even though I was told by one of your representatives, Revdex.com complaints are none of your company's concern and that company's who do until Revdex.com "pay for ratings". 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  It is both false and defamatory.Every effort has been made to accommodate Choice Home Warranty.  The company was advised on February 22 that the consequence of continued failure to account for falsified repair charges could be resort to mandatory arbitration, as specified in Section G of the warranty.  On March 7, the company was formally notified of intent to arbitrate and given 30 days to mediate in good faith, in accordance with Section G.  Choice received formal communication from AAA on April 27.  CHW could have acknowledged this filing at any time, rather than pleading months later that it should have an opportunity accept going to AAA.  The process of notification, opportunity to mediate and subsequent filing is laid out in the warranty, and was followed.It is correct that I signed a release for the remaining claim of $1023.50 after the company refunded $232.50 of the wrongful charge of $1256.  By terms of the release agreement, CHW was to pay $500 within 30 days of the release date - March 18.  However, conversations on March 31 revealed that CHW did not ratify the agreement, and I notified CHW by email this breach nullifies the agreement.  In any event, no payment was received within the specified time period.  The agreement is void.No goodwill gesture has been offered, and inflammatory remarks like "false pretenses" have the opposite effect of goodwill.  Since CHW breached the release agreement, full refund of wrongful charge is required. 
Regards,
[redacted]

The Customer Relations Manager called to follow up with the customer to ensure the dishwasher was already repaired as the claim was approved and payment has been made to the technician. Per Ms. [redacted] the dishwasher is fixed and working.  Regards, CHW

Complaint: [redacted]
I am rejecting this response because: That is the wrong claim. I am referring to claim number [redacted] for a refrigerator not working in Florida. The icemaker not working claim was for my house in Connecticut. Two totally different claims.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Your response was 100%  inaccurate.   I spoke to the technician several times who confirmed the malfunction had nothing to do with Maintenence.  The visible problem was a leak but the cause was mechanical failure.  The leak was not in the holding tank.   The mechanical components broke/failed. Clearly that should be covered.  The technician offered to have a 3 way conversation confirming this diagnosis. He also explained Choice would never honor the claim.    Further, a second technician was never dispatched.     A common sense review of the thousands of Revdex.com complaints for this exact situation greatly confirm my complaint.  I paid for a service which you actually had no intention to deliver.   If stealing my $232 is your idea of a fiduciary business service, so be it.   I'm in sales myself and pride myself in going above and beyond for my clients.   Not the lowest common denominator.I signed up for Choice after years with another vendor with no problems.  Your plan was less expensive and the salesman promised quality service.  Obviously I bought in to the lie.   Either replace the unit as you should, return the $252, or continue this business practice  
Regards,
[redacted]

I am rejecting this response because:
The last technician that came out never told me there was a gasket issue, in fact he said the seal was OK.  We talked about the gasket extensively and again her said the gasket was not an issue; he told me he was going to submit the computer board be replaced.  I thanked him for his diagnosis and he left. The following day I hear from CHW that the issue he reported was a gasket issue.  I called the technician and questioned his submittal and asked him why he did not tell me the gasket was an issue when we talked.  He told me he forgot to tell me about the gasket, which I know is a lie because I have a witness who heard him say the gasket was not an issue. This is why I know now CHW asked him to submit gasket so they will not have to cover the repair.  CHW runs a SCAM and makes their technicians submit issues that the do not cover.  I know what the technician originally told me and I have a witness that heard him.  But to keep CHW as a provider he changes his story the the consumer is the one that suffers..again.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Unfortunately, I do not have a copy of the maintanance records   because I did not realize that I was going to need proof as if I was in a court case for requested service..  However, my request was that there be a 3 way phone call from the AC service provider, a representative from CHW and myself and that was not addressed.  As I reviewed CHW complaints online, I have noticed that there were several in regard to declining claims for AC service.  I was really hoping that this would work out differently for me.  I hope that CHW will consider being more forthright or perhaps update training for your sales, personnel. This training should include the following communication to customers:  CHW will not repair AC compressors, regardless of what the AC technician reports. CHW will draw our own conclusions and we will decide. Customers are required to provide proof of maitainance for service to AC and any other appliances that you may decide.  I strongly disagree with this response. I am not sure that it will make a difference, since apparently, this response is common when it comes to AC. Still hot and very disappointed.
Regards,
[redacted]

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],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

P[redacted], We do regret your frustration with this claim; however you have cancelled your policy with CHW and therefore gave up the right to provide us with a second opinion if you thought our technicians’ diagnosis was incorrect.  If your policy was in good standing order, we would have advised you to send in your second opinion and we would have reviewed it.  CHW had no reason to doubt the technician that came to your home and he did provide us with a diagnosis that stated that the blower housing had dirt and corrosion on it from running off balance rubbing the housing.  The water damage on the sequencer and switches had caused rust.  Also, the lack of proper routine maintenance showed that this unit was in poor shape, the evaporator coil had rusted as well as corroded.  CHW did not cover this claim as it was against our policy in Section F. Limitations of Liability #1 as well as #12.  Section F. 1 states that CHW doesn’t cover failures due to rust or corrosion. Section F. states that CHW does not cover failures due to a lack of proper routine maintenance as required by the manufactures specification. We are not able to overturn your claim nor are we able to refund you what you have paid your technician because the policy has been cancelled. 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 claims that you have placed show that the claims have been processed in accordance with the terms of the policy. The claim for the garage door opener was placed on 7/26/16 and was initially closed as a non-covered claim. When the claim was initially placed it was noted that the garage door was not responding to the remote. Section Letter D, Number 15 of the policy states that remotes are not covered. The claim was then modified to indicate that the garage door was not opening or closing. On 8/28/16 a claim was placed for the air conditioning unit making noise and not cooling. A technician was dispatched, however, based on the diagnosis that was received from the technician the claim was not covered. The issue was that the evaporator motor seized and the condenser coil was dirty. The outdoor unit was dirty which will cause the entire system to overwork and put a strain on all electrical and mechanical components of the unit. This is indicated in the policy section Letter F, Number 12 which CHW is not responsible for repairs related to lack of proper routine maintenance.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because: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]

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]   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 according to the policy. The diagnosis that was provided to CHW was that there was a replacement needed for the air handled, fan motor and also the defrost fan motor on the heat pump as they were all not working. These failures are not something that would occur within 3 days of the policy. Per section Letter F, Number 1 of the policy, CHW is not responsible for repairs related to known or unknown preexisting conditions. As such, this wasn’t covered.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that there was a leak at the condenser service valve and a leak at the evaporator coil.  Rust and corrosion contributed to the evaporator coil leaking.  Per our policy, Section Letter F., Number 8, CHW is not liable for repair of conditions caused by “…rust or corrosion…”The condenser service valve, unfortunately, is no longer available.  Per our policy, Section Letter F, Number 9, “…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…” Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, as well as offered you funds in the amount of $150.  You accepted these funds.  We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW