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 the claim was handled properly.  The drain pump was replaced four months ago and the washer was working. According to the recent diagnosis from the technician that the leak was a result of the drain hose falling and breaking fee and pulling the pump down is not normal wear and tear. Section Letter A, Number 2 of the policy indicates that CHW is responsible for repairs related to normal wear and tear. Also, you have indicated that your washer is defective. In accordance to the policy, section Letter F, Number 15, defective appliances aren’t covered under the policy.  It appears that you had an opportunity to speak with a representative at CHW and she attempted to explain to you the reason the claim was not covered and the refund policy but the call was disconnected. CHW wouldn’t want to lose any customers and considers everyone to be a valuable customer to CHW, however, if you would like to cancel, please refer to section Letter L, Number 4 of the policy and call the CHW customer service team directly at ###-###-####.   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 Choice Home Warranty did not “take” your funds in the amount of $1,050.00, as you authorized an installment plan with our sales rep for the Total Plan Coverage Plan you purchased.  Please see our...

policy Section Letter L of Cancellations as you were only entitled to a pro-rated refund:This 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.Based on this, your pro-rated refund was correct with the amount of $610.04, which was processed back onto your credit card on 10/2/2017 at 6:13 pm. CHW attempt to come to a more favorable outcome for you by offering you the amount you paid for the policy ($1050) minus the service cost (215.00) minus the administrative fee of (50.00) = $785.00; in which you already received $610.04.  Therefore you were offered the difference of $174.96, in which you rejected due to you declining to sign the paperwork to process.  If you would like to accept this offer, please contact us directly at If you would like to move forward with cancelling your policy, please contact us 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

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.   Section Letter L, Number 4 of the policy states, “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”. The policy was purchased on 11/9/16, with an effective date of 12/9/16. If you purchased the policy with the promotion of a free month, which is added on to the end of the term, which is why your policy was set to expire on 1/9/18. The reason the goodwill payment is being deducted from the refunded amount is that it is considered to be a cost, which is deducted from the refund as explained in the policy.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Choice Home Warranty was called for AC that quit working.   They send in a tech who just filled Freon and went away.  He did not evaluate why the Freon went down.  I asked my private AC tech to look at the coil as I know Choice does not pay for leak test.  He told me that the coil needs to be replaced.  CHW did not pay for this coil and labor.  First of all they did incomplete evaluation and also they failed to take care of their client for a failure of AC despite regular maintenance.   They must pay for the cost of the coil and repair that is total $ 1,200.    If they don't I plan to go further in my efforts.   [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 policy indicates that the billing on the account was accurate. However, there was a chargeback that was done, which indicates that the account was fraudulently charged by CHW. This wasn’t the case. As a result, the payments weren’t received, which resulted in a cancellation of the policy. CHW doesn’t employ “is”, but individuals who aim to provide quality customer service at all times, and also mutual respect. The policy is no longer active with CHW, there will be no further billing.   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] The policy was purchased in 2014; at that time the sales rep might have stated to you that you would not have needed maintenance records due to our policy, Section A. Coverage #3 that states that all units must enter the policy in proper working order. However this was 2 years ago and since then you would have had to have maintenance done to the system. If you have not kept the records, the company that you used would have.
Please contact the company that did the routine yearly maintenance on your system and please provide it to us so we can review the claim. Please note that all maintenance records should have the levels of that year for all the fluids and the AMP readings.
We do regret that you are frustrated with this claim 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 policy, I do see that it was to begin on 5/16/17 and you did pay for one payment in the amount of $187.50, you did not cancel within the timeframe of 30 days therefore you were provided the pro-rated refund however, we will process the remainder back to the credit card that you have one file for a full refund rather than the $95.83 that you were to receive back.  Please note that our policy does state that CHW will charge an administrative fee of $50 and we will provide you with a refund of the pro-rated months not used.  Due to the fact that you paid for the one month, which does count as a full month.Again, we are going to provide you with the full refund of the paid policy as a good faith offer.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted]We were informed that the unit was dirty inside and out, the pictures that were provided to us show that the unit was dirty and this can restrict air flow to the compressor therefore shorting out the unit. We then received a diagnosis from your technician on 2/29/16 and he advised us that the unit was in fact dirty and the compressor had an internal failure.  This is the same diagnosis that was provided to us originally. Per our policy, all units must be properly maintained as per the manufactures specifications.  This is stated in Section F. Limitations of Liability #12.If you would like for us to review the claim again, please feel free to send us your previous maintenance records and we can have the claim reviewed.  If there was proper routine maintenance, we would be able to see through the records.Please send your records to [redacted]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].   Upon review of your claim, it appears that the claims were responded to accordingly in connection with the established policy. In section Letter D, number 7, we are not liable for repair of conditions related to wire tracing. We do cover mechanical failure due to 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

Complaint: [redacted]
I am rejecting this response because: as I mentioned to you guys I have always service my units and you guys just scamming customers out there by assuming my unit has not been service I am requesting cancellation of this so called service and also requesting full refunds for the money that I have been paying you guys on a monthly basis.
Regards,
[redacted]

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   Upon review of your claim it appears that your claim was processed in accordance with the policy as indicated in section Letter F, Number 1. Although rust and corrosion may be considered a part of the normal wear and tear, rust is an exclusion of the policy. However, the records indicate that you have requested to cancel your policy. I attempted to reach you via phone this morning but wasn’t able. We are able to offer you a full refund of the paid policy. The policy was paid through escrow, however, we can send you a check. In order to do this we will need to ask you to sign a standard form that we provide to our customers when we offering a refund outside of the policy guidelines. This will allow us to send you a check for the policy amount. If you would like to do this please call our customer service team 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: You are lying. I have spoken with the technician and he has sworen to me that he did not say that rust caused the issue. That's why you asked for pictures. You used the pictures as an excuse. No hard evidence at all. Not even a second opinion. and what about they way you robbed me and charged me the going rate as far as my refund? I paid for 5 years at an average of 30 dollars a month but when you pro ratted me you charged me full price per  moth at 44.00 On top of that you took back 200.00 of coverage from the initial visit. Which I was a paying customer and was covered for that date. Once I cancelled you went back and STOLE that money from me. I paid an average of about 800 dollars for 13 months of service. How do you explain that without admitting how you gauged me!!!!!
Regards,
[redacted]

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that the fan motor locked and the compressor had zero ohms resistance.  Please be advised that your policy coverage start date was 8/26/17 and you stated the last time your unit was working was 9/7/17 – the failure that occurred to your unit is one that gradually fails throughout time and would not have failed in the short lifespan of your policy.Per our policy, Section Letter F, Number 1, CHW is not responsible for any “…known or unknown pre-existing conditions.”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.  This can be used on your next claim. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. Upon review of your policy, we do see that CHW was not able to cover the cost of the Air Conditioning system since the unit itself was under manufacture warranty.  Per our policy, Section F. Limitations of Liability #15 which states:15. We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty.CHW did not know before you contacted us that the unit was under manufacture warranty therefore you would be required to pay the service call fee.  Any time a technician comes to your home for a diagnosis, you are required to pay the service call fee, it would not matter if it was covered or not.We do regret your frustration however CHW is in full compliance with the terms and conditions of the 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 policy you had with CHW, I do see that we had paid out $258.00 for claims under your policy.  I do see that you had placed a claim on 10/26/15 stating that you had a plumbing issue and you stated that the “whole drain parts connected to that go from the wall to the sing needs to be replaced.”  The technician diagnosed the issue to be an improper installation.On 10/27/15 we advised you that per our policy, Section F. Limitations of Liability #11 states that we do not cover improper installation.We are very sorry that you chose to cancel your policy with us however CHW is in full compliance with the terms and conditions of our policy.  Respectfully,CHW

Dear [redacted] [redacted],We apologize for the inconvenience this has caused you.  We looked further into this situation for you.  Due to the check being “international” there is a specific protocol that CHW must adhere to in order to cash international checks.  We are glad to say...

that CHW has located the funds and your account is now active; you may call and place your claim.Due to the inconvenience, we have applied two free service calls fees onto you policy.Regards,CHW

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.On Friday I received a refund for $120.00, although it was suppose to be $130.00, I am very happy to have received this. The person that contacted meabout this was very respectful and apologized for the inconvenience.
,

Dear Mr. [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.We do see that the check you were issued was mailed out to you and we were not able to reissue another check until 90 days had passed or if you wanted to pay the $30 to stop the payment.CHW has waited the 90 days and we have reissued you the check as of 2/4/15 and you will be receiving it within 30 days.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW .

Complaint: [redacted]
I am rejecting this response because: CHW has overlooked the fact CHW that they FAILED to provide the services they promised under said warranty. Then CHW has the nerve to accuse me breaching the contract by requesting a refund on the policy after 8 days of the policy being active. Given the horrific response times and treatment thet I suffered CHW should be happy to do the right thing. No matter, I expect a full refund.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Sales Person did not mansion any thing you stated in your email also compressor shortage is common wear and tear which is not mention in your email I feel like you guys trick us to get premium and through us in ditch and give us run around at this Point I need my Premium back and once you refund my money my policy should be canceled because I don't want to deal with misleading company and feel like I been fraud by your sales person and your company.
Regards,
[redacted]