Bass Services, Inc.

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 policies that you currently have with CHW, I do see that we have covered the cost of the following repairs:For ACTIVE Policy #: [redacted]:Claim # [redacted] for your Air Conditioning Unit in the amount of $1**.** Claim # [redacted] for your Microwave in the amount of $27*.**Claim # [redacted] for your Garbage Disposal in the amount of $19*.**Claim # [redacted] for your Air Conditioning Unit in the amount of $1*4.**For Policy # [redacted]:Claim # [redacted] for your Oven Stove Cook in the amount of $1*4.**Claim # [redacted] for your Refrigerator in the amount of $37*.**Claim # [redacted] for your Heating System gave customer good will of$12*.** paid tech $19*.**Claim # [redacted] for your Electrical System in the amount of $1**.** Claim # [redacted] for your Air Conditioning Unit in the amount of $3**.**For ACTIVE Policy # [redacted]Claim # [redacted] for your Water Heater in the amount of $6*.**Claim # [redacted] for your Heating System in the amount of $8**.**Claim # [redacted] for your Refrigerator in the amount of $126.**Claim # [redacted] for your Water Heater in the amount of $1**.** Claim # [redacted] for your Water Heater in the amount of $2*9.41For EXPIRED Policy # [redacted]Claim # [redacted] for your Garbage Disposal in the amount of $13*.**Claim # [redacted]3** for your Microwave in the amount of $2**.**For EXPIRED Policy # 931*73124Claim # [redacted] for your Washer in the amount of $2**.**Could you please advise us of what claim you are speaking about and what policy?Please 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.  If you believe that our technicians are wrong and feel as though the claim should have been covered, you are always able to have your own technician come to the home and give CHW a diagnosis. We always take maintenance records to assist with claims that have been denied due to a lack of maintenance as well.  If you have had a claim that was not covered due to any reason as such, please forward the maintenance records to [redacted] and our authorization team will review.We do apologize for your frustration with this claim and that you chose to cancel your policy with CHW.  Since you have cancelled your policy with us, we are unable to assist you in any way with this claim.We do appreciate your feedback as this does help us with our customer service and service providers.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 [redacted]   A review of the claim shows that the claim was handled properly. The diagnosis that was received by the technician was that there was pest damage. The front of the unit was full of eggs and cockroach droppings, which resulted in the failure of the boards. Section Letter F, Number 8 of the policy indicates that damages that are a result of pest issues aren’t covered. The photos that were provided were also reviewed in great detail internally by the CHW authorizations team.   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 [redacted].
Upon review of your claim, we do see that your refrigerator had a failure due to a line restriction. Per our policy, Section D. Coverage #3 states in the exclusion portion that CHW does not cover line restrictions.
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]t.   A review of your policy shows the claims were processed in accordance to the policy. CHW regrets the issues that you have encountered with the technician that did not complete the repair in the correct manner. The CHW policy states in section Letter F, Number 19, “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”.  A review of the claim shows that CHW has offered to assist by providing a goodwill gesture in the amount of $500, which is also the cap for this type of repair which is indicated in section Letter E, Number 1 which states, “We will pay no more than $500 per contract term for access, diagnosis and repair and/or replacement”. CHW would like to provide this payment to you, if you are willing to accept this, please call them directly at [redacted]   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:Please note that my microwave and oven is a combination unit that is operated by the same key pad (see below in attachment).   My unit it practically new and the EXACT same unit is presently being sold by Lowes at a discounted price of $3, 329.00.  As stated, in CHW response referring to their home service agreement Section Letter F, Number 19 has NO bearing on issues with my key pad.  What is “Secondary damage”?   According to CHW Contract warranty booklet Section Letter D Number 9 and 10 built in microwaves and oven including ALL components and parts are covered.   In addition, although I made SEVERAL requests for a written decision, CHW DID NOT forward me a written decision on my microwave until Monday, August 17, 2015 at 12:28pm (see below in attachment)  After, I wrote to the Revdex.com. In addition, CHW has NOT provided a written explanation for denying repair work to my air conditioner unit.As of today, CHW did refund me in the amount of $348.33, which is $91.67 short of my full refund.  I am requesting that the $91.67 be refunded immediately since CHW refused to live up to their written agreement.

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. Please understand that Choice Home Warranty is not a contract of “insurance” as per our policy, Section Letter A, Number 3. A review of the claim shows that it was processed according to the policy. The diagnosis that was received stated that unit A’s compressor shorted to ground.  The compressor shorting to ground does not constitute as a normal wear and tear.  Per our policy, Section Letter A, Number 2, we only cover failures that “Become inoperative due to normal wear and tear…” The diagnosis for unit B showed that there was a leak in the system; this indicates that there is a leak somewhere in the system.  When the leak is not visible to the eye, a technician must perform a leak test.  The test will determine the location and cause of the leak and the technician will also provide pictures of the leak, the indoor and outdoor coils.  Per our policy, Section Letter D, Number 4, we do not cover “…leak detections…” Our Sr. Claims Specialist advised you about the outcome of the claim, in which you advised that you asked the technician to add Freon to your system.  This addition was not approved by Choice Home Warranty.  Please see our policy, Section Letter C, Number 3 where it states “…We will not reimburse for services performed without prior approval….” At this time, the outcome of this claim stands. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]To CHWThru Revdex.comNJAT THIS TIME I WOULD LIKE TO EXPRESS MY APPREACTION  TO THE Revdex.com MS. [redacted] and the CHW representative . And for clear understanding and facts Title in the CHW Book Servicen agreement section (b) I was past the 30 day period. Furthermore it was found that my washer was not broken. In fact CHW counterparts mis diagnosed  my machine, which was fraud. CHW took money from my account for 2 months. CHW 's apology is not needed but there full correction of the transgression against me and my family would be appreciated .CHW  took $90.00 from me and its cohorts took $60.00, making CHW RESPOSIBLE for $150.00. In addition the account that was mine, when CHW debited my account is no longer functioning it was compromised. My new account and card number is [redacted] expire [redacted] thank you for your cooperation in resolving this matter. J. [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 our web site at [redacted]
Upon review of your claim, we do see that it was not a covered claim due to a lack of proper routine maintenance. You provided records to us however they were not of maintenance, they were records of repairs that were done on the unit. The difference between the two are that routine maintenance is done yearly on a unit and repairs are only done on the unit when something is wrong.
We do see that as a goodwill gesture, CHW has offered to provide you with $300 towards the unit. We do hope that you consider this offer as it is a goodwill that is to assist you with your claim.
We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.
Sincerely,
CHW

Complaint: [redacted]
I am rejecting this response because: The product that they offered me was 1.6 ft.³ in the microwave that I have was 2.1 ft.³ those specifications are nowhere near equal and it's ridiculous that they even attempt to say the same.
The last time but I checked when somebody offers you a product that is 40% smaller than the one you currently have that does not seem to be the same to me
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the unit was running fine up until the day it failed. The fan was replaced and the fan did not fail. The clip providing power was bad. The fan itself is fine. Another miss diagnosed issue from CHW.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I feel like y'all should of offered more towards the replacement. Even the company that you sent out determined there was nothing we could of done to prevent the repair. I did not ask y'all to even pay all. I asked y'all to pay half of the repair. There is probably not an AC out there in the attic that does not have rust, unless it was just installed yesterday. You need to maybe not cover AC units. I have read so many reviews about people complaining about the same thing. Maybe when you sell a warranty, you should stress this more than ever. The rust is not what stopped our unit anyways, but because rust was on the unit it was denied. Really Choice??? I should of known when I bought this warranty, that y'all would always try anything and everything to get out of paying. I bought 3 years of service and y'all want to cancel me because I don't believe your crap! I am really not sure how y'all get around this? I know the class action lawsuit that was brought against y'all cited these same things. I don't think when you sign a contract, you should be able to tell people if they accept money back then the warranty will be voided. I think if you want me to cancel my contract and no longer take care of my house, then you should refund ALL my money and you will never hear from me again! I do not feel like you are holding up your end of the contract. It is not like you are going to go out of business by refunding me my money, because there will always be some sucker out there like me that believes this line of bull y'all are feeding!!!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They are lying. This so called manager was the absolute WORST experience the whole time. She is the one that enjoyed my frustrations and basically treated me as if I were at her mercy. And yes, I was. I still am and I just don't have the strength to do this song and dance with them. Fine I dont get a washer... whatever. I do NOT want to ever deal with these people again. Neither will any of my friends and family. I dont want their service after an experience such as this one. I want out of this and want a refund for the remaining months 
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 our web site at http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your policy, I do see that you chose to sign up for a one year service.  This is not a requirement that we have; you can view all of the payment options for having a warranty with us on our website.  There are monthly customers that have a policy with us on a monthly basis; you are not required to pay for a year or more in advance.  Also, you are free to cancel the policy whenever you would like, you would be bound to our agreement as stated below.  If you have had any claims covered, you would pay them back plus an administration fee of $50.00.  Your refund would be processed accordingly. I have read the claims that you had placed and all the claims that you had placed, were under the excluded portion of our policy:Claim # [redacted] – there was a leak in your home and there were galvanized piping that needed to be replaced.  Our policy states, “D. COVERAGE # 8. PLUMBING SYSTEM – Excluded”…galvanized piping…”.Claim # [redacted] your refrigerator- you closed this claim and stated it was working-no tech sentClaim # [redacted]Electriacl System- outlets not working. Circuit breaker- technician stated that there needs to do a wire tracing. Our policy states, Section D. COVERAGE #7- EXCLUDED “…WIRE TRACING.”We do apologize that you are unhappy with our policy and if you do not want to be a part of CHW, you are not obligated to be.  Please follow the policy below as I stated and you will be able to cancel.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.You had a monthly policy; therefore you did not pay for the policy in full to receive a refund.  Refunds are only for those that paid for their policy and are no longer want to have it.  Choosing to be a monthly customer, you could cancel at any time and you had paid for the month that you had our services.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  We do appreciate your feedback as this does help us with our customer service and service providers.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 http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your policy, I do see that we have covered the following claims:Claim # [redacted] for your Plumbing System in the amount of$294.00Claim # [redacted] for your Plumbing System in the amount of $54.95Claim # [redacted] for your Heating System in the amount of $140.00Claim # [redacted] for your Oven Stove Cook in the amount of $496.92Claim # [redacted] for your Microwave in the amount of $167.90I do see that you have placed 2 other claims with us, one for your AC and the other for your Microwave.Claim # [redacted] for your AC was a non-covered claim due to the fact that the technician stated that the unit “IS DRAWING HIGH AMPS - THE CONDENSER FAN MOTOR IS DRAWING HIGH AMPS - HIGH AMP –THIS IS DUE TO A LACK OF PROPER MAINTENANCE- CLOGGED COIL & DIRTY COIL MAKE THE UNIT OVERWORK.”Per our policy, we do not cover units that lack proper maintenance.  Please see Section F. Limitations of Liability:4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.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.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.Claim # [redacted] for your Microwave was a non-covered claim due to the fact that the technician stated that the unit had “ARCED”.  Per our policy Section D. COVERAGE:9. BUILT-IN MICROWAVEEXCLUDED: Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies - Rotisseries.We understand your frustration and if you would like to cancel your policy with us as you stated, you would just have to follow the policy procedure, Section 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. Unfortunately, since CHW has paid more out in claims than you have in the policy, you would not be entitled to a refund.  You can cancel at any time that you feel as though you would want to.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  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:on 6/22/2016 I had my a/c system maintenanceed and tuneup by an a/c company called [redacted] I sent a copy of the service to CHW also on 6/12/2016 when I was talking to one of CHW sales person named sara ramos I told her I want to cancel my contract because they have too many ruls and exclusions like maintenance is requied and it seams to me it will be almost imposable to get any thing coverd with these ruls and exclusions she told me that we dont requier maintenance but we ask you keep you appliances in good working condition my system was working fine and when the temperature in arizona reach 116  or more thinks get brooking  the fact is this company is a  scam and fraud the pepole work thier are a can artiest they will say any thing to get people to signe up with them  and after they get the mony they will find alot of reason to denie the claim the fact that there is thousand of complaints and unhappy customers proof that they are scam and dishonest busines   am having a law firm looking up to my case and hopefully soon will sue in court .
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].   Records don’t show a claim that was processed for an air conditioning unit with this address , however there is a claim at another location. Claim #[redacted] for the air conditioning unit was processed in accordance to the policy. Section Letter A, Number 2 of the policy indicates that CHW is responsible for repairs related to normal wear and tear. Based on the diagnosis the technician provided to CHW the compressor of the unit failed due to the internal windings shorting to the ground. This failure is one that occurs from the compressor overheating, damaging the internal windings and shorting the compressor. This is not normal wear and tear.   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 [redacted]Upon review of your claims, we do see that for the dryer claim that was placed on 2/20/16, it shows that the timer and start switch were not working properly and defective. You stated that the unit had not worked since 2/6/16, being that the policy started on 1/29/16 the failure is a multicomponent issue that could not happen within the timeframe of the policy start date.  This claim would be considered to be a non-covered claim due to it being pre-existing to the policy.  Per Section A. Coverage #3 it states that all units must come into the policy in proper working order, it also states in Section F. Limitations of Liability #1 that CHW does not cover any failures that are pre-existing to the policy.In reference to the second claim that you placed the same day, for your washer you stated that the unit was not working since 1/1/16, this is before the policy began therefore this was a non-covered claim also pre-existing to the policy start date of 1/29/16.We do regret your frustration with this policy; however CHW is in full compliance with our terms and conditions.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: Even after emailing and finally faxing Choice a copy of the invoice I had to wait almost 60-hours for a decision to be made on whether they would approve the work on the claim. They never once called me to inform me of the decision. I received a call from the technician 06/02/2017 at approximately 0928 saying that they claim had finally been approved. Choice has failed to live up to the service they are advertising and they are lacking when it comes to customer skills. A simple phone call from there claims department would have sufficed in letting me know that the claim, was in fact approved and that I should be expecting a call from the service technician. I have worked a customer service center before and I always tried to ensure that the customer was taken care before I got off the phone with them or that I was going to obtain a solution / resolution or a satisfactory decision to their problem. Choice doesn't care about the customer and is only in business to line their pockets. I have been a valued customer for over 6-years and they don't hesitate to withdraw monies from my account for the service warranty when it's due, but they are very shady and reluctant to pay "ANY" claim when you have one.I am not happy with their service and I will be taking my business to a better my customer friendly home warranty company.Revdex.com thank you so much for being so prompt in your attempt to rectify my dilemma. Residing in Texas without the comfort of Central Air is awful, but add to it that I am not in the greatest of health and it triples the problem. So once again thank you for being prompt. But I will "NEVER" be satisfied with Choice again.
Regards,
[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 our web site at [redacted] All of our information was sent to you upon your start date as well. You did receive a hard copy and an email with the policy’s terms and conditions.Upon review of this claim, I do see that it was a non-covered claim and CHW has agreed to provide you with a goodwill offer in the amount of $150.00.  We do apologize for the mishap that had happened but unfortunately we are not able to cover the cost of the non-covered claim due to the check not being sent out on time.  We do see that the check has been mailed and you should be receiving it shortly.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  Best regards,CHW

[redacted]Our customer service agent explained to you that CHW only covers mechanical failures and when they were described the failure, they stated that to you.  Also, since our policy only covers failures that are caused by normal wear and tear, this does not fall under the terms.We do see that a check has been processed for the refund.  Our normal processing time is 30 days. Thank you,CHW