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 policy that began on 5/17/15 I do see that you placed a claim 2 days later on 5/19/15 for your Air Conditioning unit.  We were advised that the units compressor was not pumping refrigerant. There is an internal malfunction of the compressor and it does need to be replaced.  Unfortunately, per our states that all units must be properly maintained and enter into this contract in proper working order.  Please see Section A. Coverage #3 Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Being that your policy started 2 days prior to you placing the claim, shows CHW that the unit did not come into the policy in proper working order.  CHW does not cover known or unknown pre-existing conditions to the policy start date.  We do apologize for the trouble that you are having and we do look forward to assisting you in your future claims.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because: Section Letter F, Number 2 of the policy states, “We are not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessible”. What is concrete encased, obstructed or inaccessible in the stove? This is just an excuse for you guys to run and scam your consumers.

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 that started on 3/19/15, we do see that you placed a claim for your heating system on 4/23/15.  The diagnoses stated that there was a cracked heat exchanger; the tech did state that there was rust and corrosion but the blower motor overheated from the crack on the heat exchanger.  There were melted wires from the unit overheating.Your claim was not covered due to the fact that the heat exchanger was cracked due to rust or corrosion.  Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover any unit that fails due to rust or corrosion.  As well as Section A. Coverage #3 states that all units have to come into the policy in proper working order.We do see that as a goodwill gesture, we offered you $250 towards the repairs of the unit, that you did accept and has been mailed out to you.If you would like to cancel your policy, you would have to call our cancellations department and they will assist you with a pro-rated refund.  CHW per Section L of the policy, will deduct $50 for cancelling prematurely and also per the policy any monies that have been paid out, will be taken out of the refund.  You can speak to them upon what the refund would be.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] [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 https://www.choicehomewarranty.com/user-agreementAfter reviewing your claim, we do see that you were offered half of the cost.  Due to the form not being sent to you, I have reimbursed you for the full $289 that you spent on the part.  We would not provide the service call fee and we would subtract our service call fee.  Please note that you will be refunded the $289.00 in 30 days from today 2/13/18.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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 it appears that your claim was processed in accordance to the policy. The claim for the garage door opener was placed with CHW on 8/9/16. At this time, CHW was informed by the customer that the circuit board wasn’t working properly and that an attempt had been made to isolate the issue. CHW offered to send out a technician to properly diagnose the problem. On 8/16/16 a technician was sent to attempt to diagnose the issue. It was at that time the customer advised CHW that the unit had been tampered with. This was based on the feedback provided from the customer to both the technician and CHW. In accordance to the policy section Letter F, Number 8, CHW is not responsible for repairs related to misuse and abuse. Also, section Letter F, Number 11, “We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance”.   CHW apologizes for any rude treatment from any company representative. This issue will be addressed.   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]   A mutual agreement has been met in which a full refund will be provided upon receipt of the signed agreement that was sent to the customer. Please call CHW at ###-###-#### if there are any questions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]n,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 system was 50% low on Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you stated you paid the technician money in order to replace the Freon.  Please understand that in order for CHW to move forward with this claim, a leak test must be done.  We strive to provide the best customer experience, therefore we offered you funds in the amount of $200 to assist you on the non-covered funds.  You declined this offer.  If you would like to accept these funds, please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST, Saturday and Sunday 9am-5:30pm EST.Please note that until the leak test is performed, the outcome of this claim will remain the same.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:
I don't know where you get $215 from. You reimbursed me from one claim for $145 for a heating element. I had 2 technicians that came that I paid $60 service fee for. I asked the last one what I would have paid them if I had not gone thru you and they said $65. Neither technician fixed the problem. They only diagnosed it. They didn't even have the material with them to fix the problem. We have to go out and get the necessary parts and fix it ourself or pay another service fee. It took all day to get in touch with the technician because they only had cell phones as they were a "Mom and Pop"operation and you couldn't leave a message with anyone for them to call you back. One said this voice mail has not been set up yet and the other one said their mail box is full. It was around 7pm at night before either tech came and then they ONLY diagnosed the problem. And now that I cancelled my service from March 11-July 6 you are telling me I don't get a refund when I asked before I agreed to pay the ENTITRE YEAR in advance that I would be refunded any months I don't use (like car insurance). You are obviously not going to do as promised to me so you don't have to respond to this. Thank you Revdex.com for trying to help me. I hope Choice Home Warranty
is happy being a greedy company keeping my hard-earned money.
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 [redacted]Upon review of your policy that began with CHW on 2/6/16, you placed a claim for the washer on 2/8/16.  This was 2 days after the policy had begun, per our policy Section A. Coverage #3 states that all units must come into the policy in proper working order.  The technician stated that the transmission and the motor had failed on this unit. This failure could not have happened within the timeframe of your policy.  Please also see Section F. Limitations of Liability #1 that states that CHW does not cover any known or unknown pre-existing issues.  We do regret that this does fall under that category of issues.Since you were very upset with the policy, you were provided a full refund of the $400 that you paid to CHW.We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policy. 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 [redacted]  Upon review of your claim for your heating system, it was advised to us that the unit had debris within tubing from the switch to the inducer, once the technician removed the debris the unit started to work again.  You had advised the technician that the unit did not work again and he discovered that the unit had multiple cracks.  With both of the diagnosis that the technician provided us with shows the unit to have had a lack of proper routine maintenance.  Per our policy, Section F. Limitations of Liability #12, states that CHW does not cover failures that are a result of a lack of proper routine maintenance. If you would like to have CHW review your claim again, you can have a different technician provide us with a second opinion and we would review the claim.  If you have had routine maintenance completed on your unit, you can always send the records in to show that the unit had this completed.  From the pictures that were sent, to diagnosis of the claim, it clearly shows us that this unit was not maintained properly.We do apologize that this claim is frustrating and we have documented what you had stated the technician said about CHW as this is not something that is a normal practice of ours.  CHW bases our decisions off of the technician’s diagnosis and the pictures that are provided.  We also rely on the customers to enter into their policy in with their units in proper working order as well as having their units maintained per the manufactures specifications.  We do look forward to assisting you on future claims and if you would like to provide us with a second opinion that would overturn this decision; we look forward to reviewing it.Please note, CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Dear [redacted]l,The diagnosis that CHW was provided with was that “the return plenum and supply plenum have many air leaks and in certain places it is falling apart.  The heat kit was shorted out and needed to be replaced.” Per our policy, the heat kit failed due to the plenum having holes (air leaks). Our policy does not cover failures that are caused by secondary damages.  Please review our policy, Section F. Limitations of Liability #19 that states that CHW does not cover failures that are caused by secondary damages. If you disagree with this outcome, you are more than welcome to provide a second opinion to us and have your own technician contact our inside authorization team at ###-###-####.  If you can have them provide pictures in order to prove your technician’s diagnosis, this would be helpful as well. If you chose not to have a second opinion and would like to cancel the policy with us, we are willing to provide you with a refund of the paid policy, minus the paid claims.  That would provide you with a refund of $398.75 rather than the refund that would normally be provided to you as stated in Section L. Cancellations which at this time would be around $11.25.Please contact our customer service department if you would like to accept this offer and we will provide you with the paperwork that would need to be signed.Respectfully,CHW

Dear [redacted], Your claim was processed in accordance with the policy. Unfortunately, your claim is not one that is covered based on the rust and corrosion as outlined in the policy and the denial that was sent.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:First thing I want to point out. Your response is not true. It was you Claim Specialists, not the technician, that had told me that the magnetron and transformer were in the time of failing and hence the descision for denial. In fact, as I have mentioned in my email, your technician had told both my wife and I that I was eligible for a replacement of my microwave. Second, pls listen at your recording when someone waits in line. Your recording states... "You are eligible to purchase choice home warranty coverage REGARDLESS OF AGE of your home and appliance, in fact NO HOME INSPECTION IS REQUIRED"...but you insisted you are not covering repair of my microwave because the magnetron and transformers "are parts that require time to become faulty". Third, it is true I had cancelled my contracts with your company, because I find it a gamble buying your warranty. So if my 11 year old central AC breaks down you will tell me you cannot cover repair because those parts are due to become faulty. Your pre-existing clause is a blanket statement to favor your company to deny claims. Your recording said no inspection is required  yet when I asked your claim specialist how could I prove my microwave was in good working condition prior to beginning of effective date her response was I should have gotten a home inspection to back up my claims. Good thing I found out about your contract loopholes while its early. I would feel sorry for those who had been with CHW for years and whe time to file a claim will  get denied.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: You are basing your claim denial off a photo. I have had 3 professionals at my home in the last 24 hours, stating the unit is not repairable because it's 20 years old. Nothing in the photo you saw would indicate neglect. HVAC units don't last 20 years unless they are maintained properly.  You didn't even speak directly with the service man. And for the record, the other 2 repair companies have stated they no longer do business with you because of  the way you do business. Additionally, there's a reason you have a poor rating with the Revdex.com, [redacted], and about a dozen other review sites. There's also a reason your company was forced to pay nearly $780 in restitution in 2015.
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 [redacted]
Upon review of your policy with CHW we do see that we were able to assist you with previous claims totaling $ 758.70 for the past few years. However we do see that you placed your claim for the AC System and in reviewing that claim, it was stated that the system was completely out of Freon. After a leak detection test was completed, it was advised that the unit had a leak due to rust and corrosion.
Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover any failures that are a result of rust or corrosion.
We see that you chose to cancel your policy with us. We do regret your frustration and losing you as a customer however CHW is in full compliance with the terms and conditions of our policy.
We do wish you all the best,
CHW

Complaint: [redacted]
I am rejecting this response because:This is yet another lie from your company. I sent you proof of my routine maintenance. Invoice you were sent Dated  6/25/2015 where I purchased the COMFORT CLUB, which states it is for routine maintenance.Invoice dated 7/7/2015 that states my first Routine Maintenance says System checks out fine, Invoice dated 12/31/2015  says "performed Maintenance system checks out fine" This system has not had issued except a replace blower motor which had nothing to do with the Compressor that you have had 5 different reasons not to pay for.  First you stated Excessive debris was why you were not paying. Your own pictures proved that was Bogus, then it has been one excuse after another why you will not pay. Now we are back to Routine Maintenance excuse. I am done with your company and I am  filling a compliant with the State of NJ Consumer affairs office, same one that got a judgement against you last June 2015 for the same illegal practices. And filing with my state ATTy general office also as well as My local Consumer advocate so that it is on the news so that no one else gets ripped off by your company. I am also making sure every message board I go to I let them know how I was treated and to make sure the check the Revdex.com site before they deal with your company. Word of mouth is powerful and you cannot continue even after that judgement to rip off consumers. As for your GOOD FAITH offer, that is a joke. you know you should be paying for my compressor, it is included in the contract as a covered item and you ought to be ashamed how you rip people off.  
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 outdoor unit fan was running and there was a burnt wire in the service panel.  After further inspection, it was found that the compressor was rewired and wire nutted in several locations.  This caused the compressor to short out and fail.  Per our policy, Section Letter F, Number 11, CHW is not responsible for repairs related to “…improper previous repair…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance.  We advised you that you are welcome to get a second opinion at your expense.  You agreed to this.  Please submit your technician’s diagnosis to [email protected] for review.  If the diagnosis show a different diagnosis, we would adjust the outcome accordingly, based on the policy.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:
I received the reply from the company Choice Warranty and that’s exactly what they told me & exactly why I filed a complaint. All I am asking for is the unused portion of my 5 year warranty. They are deducting any claims thus far but my issue is - if I had paid this monthly they would not be able to deduct this amount. They are offering $700 of $2400. They are also saying the Iines were clogged in our refrigerator but this was the opinion of the 4th person they sent to repair it and also we have really hard water and a water softener so it was not lack of maintenance. The $200 they offered “in Goodwill” was not true - they paid that because one of their contractors - in the trial and error of fixing our freezer stated it was the ice maker, replaced it  & charged us for a new ice maker - $275 - which was not the problem as it still does not work when the unit freezes. They keep saying the ice maker is not covered but we never asked them to cover anything except what we were out.  So far we have spent $2800, $275, and we still need a new refrigerator and paid over $300 for a new dishwasher - they paid $230 of that cost. Worthless warranty.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Do they cover wear and tear or not,in addition, they ask to get a technician on my own the technician charge $215 for the visit, if they did not do the job their price is $215 for the diagnostic. they should be paying at least the diagnosis, since they are trying everything not pay the claim.
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]   Our goal at CHW is to provide all of our customers with outstanding customer service. Our records reflect that you have canceled both policies with us as we weren’t able to meet your needs. As requested, we have sent you an email outlining the information necessary to provide you with a full refund of the amount that you paid us. We have already canceled your policy in accordance with the policy, section L, however, we can provide a full refund. In the event you have questions, please call our customer service team at 1-888-531-5403.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW