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. Upon review of your policy, we do see that the policy started on 3/23/16 and you placed your clam online on 4/5/16; 13 days after the policy began.The technician that was at your home advised us that the unit had a defective spin basket and outer tubing. Per our policy, Section A. Coverage states in #3 that all units must be in proper working order on the start date of the policy.  CHW does not require a home inspection because we rely on our customers to ensure that all their units and appliances are in proper working order and properly maintained as per the manufactures specifications. CHW does not cover failures that are pre-existing to the start date of the policy.  Your unit had a failure that would take longer than the time the policy was in place to happen therefore it was not covered.We do see that you chose to cancel your policy with us and per the terms of the policy, Section L. Cancellations you were provided with a pro-rated refund of $293.75.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Dear Mr. [redacted],Per our policy, Section F. Limitations of Liability states that all units must be maintained per the manufactures specifications.  This would mean that you would have to have a licensed technician come to your home once a year to ensure that preventive maintenance.  Our notes reflect that when this was stated to you that this claim would not be covered, we invited you to send in records reflecting differently, however we were declined by you stating that you would not provide them and chose to cancel the policy.We do understand your frustration however you chose to cancel your policy with us and therefore we are not able to assist with a goodwill gesture for a claim that is not covered.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/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 as a goodwill gesture, we have added a onetime free service call fee. 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:My equipment was in working order, per my conversation with [redacted]. You said it would have taken "over a month" to fail and my policy was in fact in place for over a month.I"m uncertain as to how you continue to state that September 14th to October 26th is not over a month.
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. Upon review of our claim, we do see that we had offered you a goodwill gesture in the amount of $1000 however there was a mistake made and only $100 was authorized.  We did make the corrections to authorize the extra amount of $900 for you and it was resent out to you on 4/1/16.We did see that [redacted] had responded to you in reference to this goodwill gesture and she has ensured that the billing department followed up to make the corrections.We too have reached out to our billing department to make sure that this check had gone out to you.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.  Please understand that your claim from May 22, 2017 was not covered due to pre-existing conditions.  Based on the diagnosis that we received, it stated that unit was missing Freon and there was failed run capacitor.  You did...

advise that the last time the unit was working in January of 2017, which predates the start of your policy.  Please submit the proof of repair to [email protected] for review.  We did receive your invoice for the purchase of your new unit.  Please note that CHW did not authorize this purchase.  Per our policy, Section Letter C, Number 3, CHW “…will not reimburse for services performed without prior approval...”Although you are not entitled to a full refund, due to your circumstances, CHW will honor you with a full refund if you choose to cancel your policy.  Please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST if you choose to cancel your policy. 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].   We have reviewed your claim and in accordance with the policy your claim was sent to the best available technician’s in the area when the claim was input. Although it may take up to 24 hours for the technician to accept the work order, yours was accepted the same day. We ask that customer’s call the technician and schedule an appointment. It is also noted that technician’s will make every reasonable effort to schedule the appointment within two business days. It appears that the technician that was scheduled to come out had a family issue involving his brother being in an accident. Ultimately, you hired your own technician which is something that we do recommend to our customers and also provide reimbursement. We are currently awaiting your documentation for review and reimbursement.   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:
Choice Home Warranty ("Choice") has indicated that they do not pay emergency fees - this response is completely inapplicable because at no time was anything submitted to Choice or indicated to Choice that would suggest emergency fees were charged.  They are making on their own an incorrect assumption that would help justify their denial of my claim.  In fact, when speaking with a manager, I made it clear that no emergency fees were included in the cost of the plumbing bill.  This has been a greatly disappointing experience with Choice.  When the first manager I spoke with indicated my claim was being denied, she stated that it was being denied due to a preexisting condition.  When I spoke with another manager, we was obviously fishing for other reasons to deny this claim.  These business practices are not only in breach of our contract but highly questionable and unethical.   
Regards,
[redacted]

I am rejecting this response because: It's unclear whether the policy is cancelled and no further dealings with this company will exist in the future. I do Not owe the company any money they paid out for the repairs that were under warranty at the time the repaired them nor do I want to continue being a customer of theirs. My A/C was in perfectly working condition until I made the call that it wasn't blowing cold air. The company is suggesting that the unit was already broken when I revived the policy which is untrue. The unit is old and could break at any time which was one of the reasons why I chose to get a home warranty in the first place. For them to deny the claim as a existing issue is false. That unit should have been covered as written under the contract. I was told while on the phone with "John" the representative that I would be billed for the money paid out if I was to cancel my contract. That money will not be repaid to them by me and I do not wish to do business with them whatsoever. I will dispute this with the credit bureau if they attempt to collect. I need it to be made clear that my account is cancelled with out further obligation and no money is expected to be repaid. Thanks in advance. 
Regards,
Tiffany Key

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 see that you placed the heating claim online and CHW dispatched a technician to your home.  We see that the technician stated that the terminals on the compressor were burned off due to high amperage. This was a lack of proper routine maintenance however, CHW offered to try and assist you as a good faith offer and check to see if we could assist with a new compressor by looking into [redacted] for you.  You refused to allow us the time to do so, being that you were so upset with the outcome of the claim and the policy; we offered to provide you with a full refund of the money that you paid for the policy but we would only do so if you had agreed that you would be happy with this resolution and sign our agreement.  Since you declined to do so, we did not provide you with the full refund and instead provided you with the refund per the terms of the policy.  We do understand your frustration but CHW did all that we could within the day that you had the claim open to help resolve your issue without you allowing any more time to assist. CHW does 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].   CHW offers reimbursement when customers would like to use their own technicians. This process requires prior authorization for reimbursement as indicated in section Letter C, Number 3 which states “we will not reimburse for services performed without prior approval”. However, please complete and submit the reimbursement forms that have been sent to you. If this is a covered claim, we will cover the claim at CHW rates. However, please note as indicated in the policy in section Letter D, Number 8, faucets and fixtures are not covered.   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 rules and regulations were not clear.  The first time I had a claim was within the 30 day period and I was not informed of this.  As a matter of fact the supervisor I spoke with informed me that a cancellation would result in the loss of a portion of the money as well as an administrative fee for cancellation.  I had to pay the fee to have the appliance fixed and it wasn't until I TRIED TO CANCEL THAT THEY SAID THEY WOULD REIMBURSE ME.   AT NO TIME DID THEY TELL ME I WAS ENTITLED TO A FULL REFUND.  So rather than lose a substantial amount of money I stayed with them in hopes that they might redeem themselves in the event there was another issue.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I would not have taking a full year contract if it was not for your salesperson telling me that I would be able to stop at any time and use the months that I did not use at the time of canceling my contract. If you guys record the conversations then you should be able to bring up that conversation because I was explicit on that point and he said he guaranteed that it would be that way!!!So you're telling me that your salespeople are trained to lie to the customer to get them to sign one year, 5 year and even 10 year contracts!! Then when they go to cancel because of your insufficient warranty promises you tell them that they are unable to get their money back!I only wish I would have read other comments about you guys on the Revdex.com because I see comment after comment about the same practice that you are doing to me!!The problem is not with the customers the problem is with your salespeople having your permission to lie to the customers!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: it has been 10 months since we left choice home warranty and they made numerous attempts to my checking account. Then somehow got through and pulled this money out. This to me is a criminal act. They were notified because I received numerous call trying to bring us back and I said I still wanted to cancel. Their are no signatures or is this a binding contract only month to month and Thats how they charge.Why did they wait almost a year to pull this criminal act!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: As previously stated your firm does not practice in Good Faith.I was initially told my claim was denied due to lack of service; this was after the $60 service call was paid and [redacted] was dispatched and had met with my step father.  How CHW made the decision that my unit was not serviced without asking me, "the homeowner" still is not clear. I, later that same morning, disputed that I had my unit serviced and had receipts at home.  I was told to either scan the receipts or fax them to which I did.Based on CHW denying my claim on these false pretenses I called a service company whom had serviced my unit in the past.   I had left work to meet a new technician at my home.  He went over the repair and stated the damage was not due to lack of maintenance.  Due to the higher cost associated with this company I called [redacted] to see if he could repair the unit same day; they agreed to do the job.  [redacted] was compliant and cooperative.  Upon arrival he had all the parts and repaired the unit accordingly.  It was again re-affirmed the damage was not caused by lack of service.I spoke with at least two representatives at CHW and I was advised at that time CHW would refund my service fee of $60 but would not cover the claim.  I specifically asked "why is that" the response repeatedly was because I did not have the unit serviced.  I did have the unit serviced and receipts emailed to CHW; receipt confirmed with a CHW representative on the phone with me.  I was told that CHW would review the receipts and call within an hour.  I received a call within 15-minutes and the claim was still denied due to lack of service.  In addition, furthermore I was told by CHW it was because a 19-pt inspection was not done.  This is 19-pt requirement is not listed anywhere in the warranty contract.  Regards,
[redacted]

[redacted]CHW received a picture of a document that stated that you had a leak check done. It showed that the unit was empty without Freon, outdoor unit was also leaking Freon, low on  coil lines which will cause contamination which will cause the compressor and TXV metering device to clog up as well as the debris.This is a lack of proper routine maintenance.  Per our policy, Section F. Limitations of Liability #12, CHW does not cover failures that are caused by a lack of proper routine maintenance. Also, if there is a failure within the TXV valve, CHW would not cover this failure.The other document that we received was a letter from a technician stating that there are leaks in the system which are normal wear and tear. This is not accurate, there is always a reason for the unit to leak.  In this case the technician did not indicate what caused the leaks.Lastly, due to the failure that the unit has and it does involve the thermal expansion valve, CHW would not cover this unit as it states in Section D. Coverage #4.As a goodwill gesture, we are still offering you the $300.00 to help towards the repair or replacement of the unit.Please feel free to contact us at [redacted]Thank you,Tracy

Complaint: [redacted]
I am rejecting this response because:the $175 was to get another opinion from an independent technician. Like I told Steven and others the $175 was only for that and NOT towards replacement of my a/c! As they can see it gonna cost more than $175! My maintenance records that I sent and dates the company sent them SHOWED the a/c was maintain as required. The company always checked everything twice a year and if anything was wrong they would have told me and I would have fixed the problem. We never had any problems with the a/c until now. We paid for our own Freon,etc and kept it maintain, that's one of the main reason it lasted more than the normal 10-15 years. Choice Home Warranty don't want to pay as they have done other customers who have sued them for the same issues. They shouldn't have taken payment for April. One of their supervisor told my wife to send an invoice showing what it will cost to repair and Choice Home Warranty would help with repairs. The $175 isn't enough to begin repairs on a new unit. Just another lie they told about helping with repairs. They had said they didn't receive any maintenance reports but now they are saying they did...always one lie after another one. I don't accept their reason/answer/ $175 to pay towards new system but towards an iindepindependent technician of my choice,etc. I will be contacting an attorney as others have done to get this settled if need be!
Regards,
[redacted]

Dear [redacted],We did receive a phone call yesterday by our bank who informed us that the check we did send was not cleared.  As a goodwill gesture, CHW is sending a check out to you before the 90 days and we will stop payment on the previous check.Thank you for advising us and we will have this new check out to you asap.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/useragreement. A review of the claim shows that it was processed according to the policy.  This was a partially covered claim.  Based on the diagnosis that we received, it stated that the condenser fan motor and the capacitor failed and needed to be replaced.  CHW covered this repair.  In addition to that the electrical sub panel also failed and needed to be replaced.  Per our policy, Section Letter D, Number 7, CHW does not cover “…disconnects/sub-panels…”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 have applied a onetime free service call fee onto your policy, for 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] [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. Reviewing your claim for your AC system, we do see that the unit was low on Freon however CHW’s technician could not locate the leak and the evaporator coil is inefficient at this time.  CHW cannot replace a part of a system that is not providing the issue and we cannot provide Freon because the unit is low.  However, you are more than welcome to provide CHW with a second opinion by your own technician to show what the failure is and how it happened.  Once we have the diagnosis, our authorization team will review and contact you directly.  Please provide the diagnosis to the authorization department at ###-###-####.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW