Bass Services, Inc.

Dear [redacted] Sr,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, you purchased on 8/24/15, it did go into effect on 9/24/15 and you did place claims on 1/14/16 for your septic system, on 1/15/16 for your plumbing system, on 1/15/16 for your limited roof leak and a second one for your roof on 1/18/16 but you chose to cancel the policy and therefore we would not be able to provide you with the service.  Per our policy, Section L. Cancellations states that any claims paid there would be 5% deducted from the refund that you receive plus you would pay an administrative fee of $50.  Please read below from your policy:L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not acontract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 10 days of the order date for a refund of the paidcontract fees, less an administrative fee of 5% 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 10% administrativefee and any service costs incurred by Us. All cancellation requests must be submitted in writing.Also, since you had cancelled your policy before the check of $45 had been sent to you, this was not deducted from the refund and will not be sent to you.  Choosing to cancel the policy with us would mean that we would not continue to cover any items in your home and we would not pay for a technician to come to the home as well.We do regret your frustration however, we do see that you did receive the policy and were able to access it online as well as in your customer account center.  We provide all customers 30 days prior to their policy begin to review the policy and make sure that all units are in proper working order.  Only within the first 30 days of purchase can a customer cancel and receive a full refund.CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because I have made my case and you don't dispute what I had to say. Your response is the same as the last message and it is still unacceptable.
Regards,
[redacted]

Please call CHW directly to request to have your account canceled. Please refer to section Letter L of your policy. You may call the customer service team directly at ###-###-####. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:  there seems to be some confusion about my case. Please honor my contract with your company CHW.Regards,
[redacted]

Dear [redacted]CHW is provided with a diagnosis, CHW then takes the diagnosis and our inside technician’s provide us the outcome of the claim.  In this claim, the outcome is that the failures that happened were not of normal wear and tear but from a lack of proper routine maintenance. CHW offered to review the maintenance records that you stated you had however we did not receive such records.We are requesting as it states in Section F. Limitations of Liability #12 that you provide us with routine maintenance records and they can be sent to [email protected] for review of the claim.If you do not have the records, we are willing to provide you with a full refund of the paid policy. We have documented the claim to show both options for you.Thank you,CHW

Dear Ms. [redacted], Our records show that you have spoken with our Customer Advocate and have resolved this issue.  Please advise us if this is not resolved and we will review it further. Thank you,CHW

We are sorry you experiencing this issue, however, this is not coming directly from Choice Home Warranty. In the event your name and email address is in any of our databases, we will ensure our records are updated immediately to remove your name and email address. Kind Regards, CHW

Complaint: [redacted]
I am rejecting this response because: Choice doesn't have any grounds to deny this claim.  The tech they sent to my house told me it was well maintained! He has told me this over and over!  He showed me what to look at in order to tell if the furnace was well maintained.  He came back a second time Tuesday, the 3rd, to take pictures to send to Choice Warranty in order to prove his case.  The tech that they sent is Steve from ** [redacted] 63701 phone number is ###-###-####.  I just don't understand what is going on with this claim. Steve told me he told the company it was well-maintained and that they should replace the unit.  I called Choice Warranty yesterday and they claim they never received the pictures that Steve told me he sent the company.  This is really a strange situation!  Please help me resolve this matter.  I thank you again for your help.  If you have any questions please call me at ###-###-####.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  They keep giving same response. Unable to get info from contractor. I now demand a complete refund. This company needs to be shut down so they do not scam others. Each time I call they ad I stated in first complaint, when someone finally answers they put you on hold and nobody responds to the call. 
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/user-agreement/. We regret to hear your frustration.  Please be advised that the best times to reach us would be at the time we open the business at 8am EST. Upon your request, we have increased your buyout amount from $299.99 to $400.00.  Please allow 30 days for the funds to process before the check is mailed out. Regards,CHW

Dear [redacted],We regret to hear your frustration and dissatisfaction with CHW. In a recent review of your policy, we offered $340.00 towards this repair; you accepted this offer. If you would like to move forward and cancel your policy, please contact us directly at ###-###-####...

Monday-Friday 9AM to 6PM EST and speak with a Customer Solutions Specialist. Regards,CHW

Dear [redacted],Please note that you purchased your policy on June 27, 2017, which became effective on July 27, 2017 (as it states in Section B of Coverage Period “…Coverage starts 30 days after acceptance of application...”).  We regret to hear your frustration, however, it takes time for a compressor to develop a failure – it would not have occurred in 1 day of your existing policy.  As a goodwill gesture, we have applied a onetime free service call fee to your 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].   We would love an opportunity to speak with you. We have been following up on the issues with the technician and have reported this to our Territory Manager. Please call our customer service team directly at [redacted].   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 same unit was low on free iron this spring which indicates a possible leak, which was not done, just added the necessary free iron. We are now in October and Unit needs free iron again.  I believe at a minimum CHW should perform leak test and repair the leak.  The picture is where something clogged up under the house which an individual repairman unclogged, and has nothing to do with my unit leaking.
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 burners were dirty and burned the wires.  This was caused by a lack of proper routine maintenance. Per our policy, Section Letter F, Number 8, Choice Home Warranty is not liable for the repair of conditions caused by “…failure to clean or maintain as specified by the equipment manufacture…” We regret to hear that you wish to cancel your policy with Choice Home Warranty.  If you would like to move forward with cancelling your policy, please contact our Customer Solution’s Department directly at ###-###-#### Monday-Friday 9am to 6pm EST. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted] We have requested our Sr .Manager to review this claim for you and will contact you as soon as possible.  Thank you, CHW

Dear Mr. [redacted],Our records show that this policy is under a different name.  Please have the policy holder contact us with their questions or concerns. 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 first diagnosis we received, it states that the control board failed and needed to be replaced.  We approved this claim and our technician replaced the control board.  You advised us two weeks later that your system was once again having issues.  We resent the claim back to our technician, and advised that he would need to revisit your refrigerator.  We received the second diagnosis which stated that there was a slow leak around the filter dryer which then caused the compressor to fail, making it a secondary failure.  Per our policy Section Letter D, Number 3 we do not cover “…Leaks of any kind…” and Per Section Letter F, Number 19 of the policy, we do not cover failures due to “…secondary damages…”  We strive to provide the best customer experience, if someone is not in agreeance to the outcome of a claim, we welcome our customers to get a second opinion, at their expense, and submit the diagnosis to our authorization department.  In this case you mentioned you got a second opinion, however, we did not receive a diagnosis from your technician. Please have your technician contact our Authorizations Department at ###-###-####, with their diagnosis for further review.  Please note that if you replaced your refrigerator, it was at your discretion as Choice Home Warranty did not approve this claim.  Our policy states in Section Letter C, Number 3, “…We will not reimburse for services performed without prior approval.”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. Upon review of your claim, we do see that you had the unit replaced without authorization from CHW.  This is against how our policy works, per Section C. #3 it states that CHW does not cover any type of repair or replacement without authorization.  You are requesting funds in the amount of $5500 which is over the CAP amount that CHW has as it states in Section F. Limitations of Liability #19.As a good faith offer to resolve this for you, CHW did offer you $300 however due to the fact that you did decline this offer, we are offering you a full refund of the paid policy for this policy.  If you would like to accept the offer we ask that you contact our customer service department and they will have a release agreement sent to you via email. Please call ###-###-####.If you do not wish to have a full refund of the paid policy, our offer of $300 is still available. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

As stated in our previous response, you are able to view our policy online at www.choicehomewarranty.com/useragreement, you can also go online to your own coverage by placing the policy number as well as the email address to view.  You were provided 30 days before the coverage began to review your policy and to have all units in proper working order.We do have a check that has been authorized for you and it will be mailed to you as stated.  We do apologize that you are unhappy with the amount that was agreed upon, CHW is in full compliance with our policy.Regards,CHW

Dear  **,On 4/27/16, CHW received an email from you or your wife that stated “I am very frustrated with my policy experience and need someone with some authority to call me ASAP!!! I have been put on hold for 30 min each. I want to cancel based on my mere 7 month (3 claim) experience.”Based on this email, CHW on 5/3/16 contacted you with the phone numbers that were provided to us.  As we were leaving a message, a woman picked up the line and stated that she WOULD like to have the policy cancelled.  A second call was made on 5/9/16 to the numbers that we have on file; we again spoke with a woman who was adamant that the policy was to be cancelled.CHW cancelled the policy per Section L. Cancellations.We do regret your frustration however you did provide us in writing that you would like to have the policy cancelled and CHW even provided you with a courtesy and called to make sure that you wanted to cancel and both times the answer was yes.CHW is in compliance with the terms and conditions of our policy.Thank you,CHW