Bass Services, Inc.

Dear [redacted], We regret to her your frustration.  Choice Home Warranty does not condone such unprofessional behavior from our technician, therefore we have forwarded this issue to our Vendor Relations Manager to speak with the technicians 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 low on Freon and due to a cracked refrigerant valve, the tech was unable to determine the measure of the Freon.  In addition to that, the condenser coil was very dirty.  The unit shows that there was a lack of routine maintenance as that would cause high pressures and over-amping of components will also cause leaks. Per our policy, Section Letter F, Number 12 “…We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”    Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance. We strive to provide the best customer experience, therefore we offered funds in the amount of $200 to assist you on the non-covered claim.  If you would like to accept this offer, please contact us directly at ###-###-#### M-F 8am-8pm EST or S-S 9am-5:30pm EST to sign the necessary paperwork. 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. A review of the claims shows that the claims were processed in accordance with the policy. In regards to the washer claim, the diagnosis that was provided did indicate that the washer was being overused.  The technician explained that the unit not only was in poor shape but had a “shot transmission and clutch” due to the overuse of college kids over-stuffing the unit. Per our policy, Section Letter F, Number 8 of the policy indicates that failures caused by misuse are not covered.  CHW did offer to provide a goodwill payment of $200 towards the repair of $355.11 in which you accepted.In regards to your heating system claim, the information that was provided did indicate that the inducer motor needed to be replaced. The technician completed the repair without prior authorizations. Section C, Number 3 of the policy indicates “….We will not reimburse for services performed without prior approval”.  However, we did reimburse you at our rates in the amount of $250, in which you accepted.   CHW has provided you with the most that we would provide per our policy guidelines as stated to you.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: This business did not inform me over the phone that I had 30 days to cancel; Secondly, I didn't get the contract until 30 days after I had paid the $375 by credit card.  It is obvious that theydon't care about the customer's concerns or disappointments ... so I will let this be my final email as they are not interested in being honest, customer-focused, or providing the services that they proclaim that they provideto customers ... so I am done with this issue.  I will just cut my losses and take this experience to require that a business who offers services to be in my market area, because at least I could deal with them face-to-face.  Thisis a very sad and disappointing situation.
Regards,
[redacted]

The refund is prorated based on the time that you actually had it and Administrative Costs as well. In accordance with section Letter L, Number 4  If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a 10% administrative fee and any service costs incurred by Us. The policy began on 8/5/13. If you would like to cancel your policy please call the customer service team at [redacted]3. 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. 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 magnetron and capacitor shorted.  Based on the serial number that was provided to us, it confirmed that this microwave is a countertop model that was built in with a trim kit.  This does not classify as a true “Built-In Microwave”Per our policy, Section Letter D, Number 9, CHW only covers “Built-In Microwaves.”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you understood.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 NOT in compliance!  $400 will not even get a "similar replacement" as my contract states!  I will be shopping for another company!  You ALL are crooks.  Of YOU can replace my machine for $400 then be my guest. But..I suspect you can't.  And having to wait 30 days for my money to go get another dryer is ridiculous! There should be NO REASON for it to take that long.  Pitiful excuse for a warranty!
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 your policy and this claim, the diagnosis that we received is that the failure was caused by rust.  Per section F. Limitations of Liability #1 and #8, CHW does not cover failures from rust.If you do not agree with the outcome, you are more than welcome to provide CHW your own diagnosis from a licensed technician.  Please note that CHW will not provide funds towards any repairs or replacements without prior authorization.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 Warranty Company (Choice) is now changing the verbiage of what was discussed on the phone with the 'Senior Analyst' named Rochelle. Rochelle stated that the refrigerant leak is what caused the rust and corrosion. I confirmed this with the technician/owner from [redacted]. They went on to say that should the Freon leak be stopped, my AC unit would work fine. Now both Choice Home Warranty and [redacted] stated that our phone calls were being recorded for 'quality assurance' up which I responded that I was as well. So, I believe between their recording of our conversation and the recording in my position, it will show that they are being untruthful when describing what happened to my AC unit. We maintained our AC unit as expected for the end user of this equipment. A refrigerant leak happened and my unit began to fail. That refrigerant leak caused rust and corrosion which really had nothing to do with the operation of my AC unit. Like I said in my complaint, I believe CHW is responsible to resolve this situation.  In their sales pitch, not only was I told that we would never have to pay for a covered repair again, but that if they could not fix it, they would replace it. So....given the weather in Central Florida and the need for an AC unit, this is something that has to happen faster than sooner. I am a disabled veteran with mobility and breathing problems and what I have been dealing with here is causing my health to decline.We did get an estimate from CHW's vendor for a new system to be installed in my home.  That cost will $4350.00. It is Unexpected needs for repairs that I have been doing business with Choice Home Warranty...and now they are trying to finagle their way out of honoring our warranty.NO....I do NOT accept their response.[redacted]
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 claim, I do see that you had sent in records but it was one record from 2013 and this record did not show proper routine maintenance, it does not have model or serial numbers, does not either have operating pressures. AMP draws off compressor motor and testing caps and contactors.Per our policy, CHW does require all units to be properly maintained by the manufactures specifications. Please see Section F. Limitations of Liability #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.We do apologize if anyone was rude to you, CHW doesn’t condone that type of behavior.  We also are not able to move forward with your claim due to the fact that you have canceled your policy and this is a non-covered claim.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. Choice Home Warranty was in full compliance with its terms & conditions.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]   Upon review of your claim it appears that your claims were covered in accordance to the policy. We have provided a direct link to the policy above and you can also locate this information on the website under the “user agreement” section located on the bottom of the page to the left.   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. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that compressor failed due to no Freon in the unit in addition to that there was a cracked coil that the technician repaired. Per our policy Section F, Number 11, CHW does not cover “…improper installations and improper previous repairs…”    If you would like to further dispute this claim, you can get a second opinion at your own expense.  If you choose to get a second opinion, please submit the detailed invoice that shows the diagnosis to [email protected] for review.  If the diagnosis is different, we would adjust the outcome of the claim accordingly, based on our 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 did call back after receiving  a message from Choice. Once again I was transferred multiple times and I was then placed on hold for an extended period of time. I had to hang up after 20 minutes as I had to go back to work. I felt I was placed on hold just to shut me up. I was never given any solution or did anyone try to call back. My refrigerator is still broken.I am almost 60 years old I have never complained about any business before just so you understand.Thank You[redacted]
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]   A review of the claims shows that the claim was handled properly. The diagnosis that was received from the technician by CHW was that a gas valve needed to be replaced as there is no continuity in the gas valve. Section Letter D, Number 5 indicates that valves are not covered. Records indicate that you have advised that you will be seeking a second opinion. Please have this information submitted to CHW and the team will be happy to review the claim. Please call the customer service team at CHW directly with any questions at ###-###-####.   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 biggest issue, other than the fact you state this is not covered, is that CHW sent a contractor to me who claimed he replaced a motor, he did not, he replaced a capacitor.  When the temp in the house continued to go up, I called CHW.  The furst time I called, the CSR was kind enough to call the contractor; he told the CSR to tell me to keep it running, it could take a day since the motor was new.  The next day, same issue, I called CHW again, this time, I was told to call the contractor, which I did.  He yelled, saying I told you to keep ut running, it's hot outside, he pretty much told me to go away and hung up on me.  On the third day, I called again and a new contractor came the next day, told me the compressor was bad, there was NOT a new motor, just a new capacitor.  When CHW told me it wasn't covered because the coils were burned up, it lead me to believe if this would have been handled properly to begin with, perhaps nothing would have burned up...if it really is.  I was told by CHW this is between the first contractor and me.  They say they have no address on him, couldn't supply his license number...no info.  The only thing I have is his phone number and company name, which is not even listed.  Now, should I be upset????  You bet.  I have our local Sheriff's dept trying to find the first contractor.  As far as CHW's resolution, let uour conscience be your guide, you are the one who has to look at yourself in the mirror every day.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response...

because: No refund has been sent nor is any pending according to my bank. On many message boards this is a common practice of Choice Home Warranty in order to deflect bad ratings by the Revdex.com. They've also failed to address the hours on the phone, their refusal to budge until I started filing complaints, nor have they acknowledged their deceitful practices.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The  technician  that  did  the  repair  was  one  that  was  in  contract  with  Choice  Home  Warranty   and  one  that  had  been  sent  to  my  home  before  on  a  previous  occasion  by Choice.   Also  he  told  me  that  he  contracted  jobs  for  Choice  Home  Warranty.  This  technician  sent  the  necessary  photos  that  were requested  by Choice  the  very same  day  of  the  repair. I was  not  told   by the  Manager  at  Choice  the  photos  needed  to  be  sent  before the  work was  done,  at  the  time  I  spoke  with  him about  the  leak  detection test  not  being  covered.  As  I  said earlier  the  problem  started  over  the  week end  and  in  the  beginning  I  was  told  by  Choice   I  was  at  liberty  to  use  a local technician  which is  why I called technician  # 2 on Saturday. This  leak of Freon  in  my  attic  was  under  extreme  condition  and  very hot  conditions that  could  have been extremely dangerous.  I  would  like  to  think  that  a  Company  that  I  pay  my  money  to  each month  would  be there   for  me  when  I need  them and  not  look  for  ways  or  loop holes  to  not  honor  my  claim. This  is  a  legitimate  claim  that  should  be  honored  by  Choice  Home  Warranty.  I certainly  do not  accept  Choice  Home  Warranty's response.
Regards,
[redacted]

Dear [redacted]Please be advised that your policy has been cancelled as of 9/25/2017 and your check in the amount of $1,449.98 was sent on 9/26/2017.  Your check number is [redacted].Regards,CHW

Complaint: [redacted]
I am rejecting this response because: I do not feel that pre existing clause is fair on any consumer. as soon as you buy a appliance it starts depreciating. and parts start to wear. I do feel because mine was a new warranty. that it should not disqualify me from the warranty I was promised. and paid for. it apparently is all to do with money and how much you have paid them at the time something breaks. in my case it was not enough apparently? they seem to be able to fix or not fix whatever they will not lose any money on? although eventually they will make it back. I believe these dealings are dishonest to any consumer that takes out a warranty with this company. a warranty should be a warranty and should be stood behind. I believe I should contact consumer affairs on this matter also.
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, we do see that this claim was not covered because there was fire damage and per the policy CHW does not cover failures due to fire.  Also, per the policy we do not cover the actual tank.  If your tank has to be replaced, this would not be covered by our policy.  This is stated in Section D. Coverage #6.All customers are provided 30 days prior to the coverage start date to review the terms and conditions of the policy. They are able to cancel their policy if they do not agree with the terms within those 30 days for a full refund. We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. All of our best,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 show that the technician that came out to your home advised us that the failure started with the transformer and then the transformer failing and hit the sequencers and wiring.  Since the initial failure was the transformer, CHW had offered to provide coverage for the original failure.We see that you disagreed with this outcome and chose to have a second opinion and once you did it was discovered that the unit was lacking proper routine maintenance.  The air handler’s electric wires were melted and took out the transformer.  The outdoor coil was clogged, condenser coil was dirty and Freon levels were low which is a lack of maintenance. Per our policy Section F. Limitations of Liability #12 CHW is not responsible for repairs related to a lack of proper routine maintenance.  Also please see Section F. #19 that states CHW is not responsible for repairs that are related to secondary damage.Per the garage claim, CHW policy states in Section D.15 under excluded states springs are not part of the covered portion of the policy.As every policy, we do have exclusions and not only do we post the policy online as stated above but you are provided with one 30 days prior to your policy’s start date to ensure you understand what is covered and what is not.  If you do not want to keep the policy after you have read the terms and conditions, providing you are within the 30 days of purchase, you can have a full refund.CHW follows the terms and conditions of the policy and we urge our customers to read the policy and contact us with any questions or concerns.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW .