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 [redacted]   A review of the claim shows that CHW did process the claim properly. The diagnosis received from the technician indicates that there is corrosion. The photos that were submitted to CHW shows corrosion as there is green on the pipe fittings. Section Letter F, Numbers 1 and 8 of the policy indicate that CHW is not responsible for repairs related to rust and corrosion. Notes indicate that CHW offered to provide a goodwill gesture and provide you with $300 to assist towards repairs of the non-covered claim and it was denied. You have indicated that you will obtain a second opinion at your cost. If you would like to accept the goodwill gesture, please 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

Complaint: [redacted]
I am rejecting this response because:  Per, both of the technicians that came out and an additional technician that I hired, the bypass valve is within the compressor and cannot be maintenanced. And the bypass valve immediately causes the compressor to go out so it is not a secondary effect but an immediate effect. That's like if you get a nail in your tire then the air is gonna all come out but not putting air in the tire cause you didn't fix the nail puncture first. You can't correct the bypass valve cause it is housed in the compressor. The first time I called CHW they told me that it was not covered due to a lack of maintenance now you're saying this is the issue. I feel that you are looking for any excuse because you don't want to have to pay for the a/c and it's more financially viable for you just to deny me until I drop my coverage with you than to actually have to pay to repair something that is legitimately broken. 
Regards,
[redacted]

Dear [redacted],In reviewing your policy, we show that when you purchased the policy, you decided to downgrade the policy to a yearly at which the rate changed and you were provided $447.82 back out of the $1172.82 that you originally paid.  We then provided you the yearly coverage for $725.00 but this is a yearly policy, (12 months) the extra month is added for free.  This month does not count in a refund.Also, once you tried to charge back the account and you were declined because we did provide you with the correct refund of $237.90 per the terms and conditions of the policy.  You would be responsible for the paid claims, an administrative fee of $50 and the remaining months were provided back to you.Again, we regret your frustration with the policy but there is nothing more that we can do for you since the correct amount was provided to you for the remaining months.CHW

Complaint: [redacted]
I am rejecting this response because:  I did not authorize you to extend my policy.  There was no notification that the policy was extended so I could reject or accept the extension.     You have until the 11th of November to make restitution for your unauthorized deductions from my checking account.  I will submit a complaint with the Attorney General in New Jersey and Nevada if you fail to rectify this situation. 
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 CHW has not covered this claim per our policy, Section F. Limitations of Liability #12.  CHW does require that all units be maintained per the manufactures specifications.  This would mean that all invoices show AMP readings, this determines what the reading was the previous year and it determines if something was off. Any technician that is doing maintenance as specified by the manufacture understands that they have to do a 21 point check system that includes all readings otherwise they are not doing proper routine maintenance. As we stated prior, our policy will only cover units that have been maintained as specified by the manufacture.A unit that is leaking Freon at the condenser coil, is not a unit that had proper maintenance.If you would like to cancel the policy that you have with CHW, you would have to follow Section L. Cancellations and CHW would provide you the pro-rated refund.  Please contact us at ###-###-#### or you can send a letter to our office to cancel as well. Our address is [redacted]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 policy, we do see that it has expired but when the policy was active you had placed 2 claims.
1. AC claim that was not a covered claim due to the failure that the unit had. Per the technician’s diagnosis, the failure was caused by the condenser coils being dirty and needs to be cleaned and the orifice on the evaporator coil was clogged up and needs to be replaced. These are maintenance issues. You stated that you recently had maintenance done on your unit, if that was the case, this unit would not have failed due to the reasons stated.
2. The second claim that you placed was for the Limited Roof Leak Coverage claim. Once the technician was able to diagnose the roof, he advised CHW that the roof was flat. Please review Section E. #6 as it states that we do not cover a flat roof.
We do regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our policy.
Regards,
CHW

Dear [redacted]We have forwarded this matter to the Director of Vendor Relations who will open an investigation and handle accordingly.  We do apologize for the inconvenience this has caused you – however, our policy states in Section Letter F, Number 19 that CHW is “…not liable for the negligence or other conduct of the Service Provider…”   For further information regarding your parts, you may contact the technician directly: [redacted]; Michael [redacted] at ###-###-####.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
The owner of the service company Choice Home Warrant hired (1) confirmed Choice Home Warranty REFUSED to replace the board, which they showed the home owner was shorted, but Choice Home Warranty elected to use the least expensive solution and only replace the thermostat.  The service company Choice Home Warranty hired (2) confirmed failure to replace the board was the DIRECT cause of the heating element to overheat and fail as well as it caused the thermostat to fail once again. I have documentation the vent is cleaned yearly by [redacted] of Tulsa, Oklahoma and the vent was PERFECTLY clean, and it was not the direct cause or even an indirect cause for the failure that Choice Home Warranty is alleging was the cause.  The contract with Choice Home Warranty and the home owner indicates, "D. Covered" 1. Clothes Dryer - INCLUDED: All components and parts, except EXCLUDED: Noise- venting - Lint Screen - Knobs  and Dials - Doors - Door Seals - Hinges - Glass - Leveling and Balances - Damage to Clothing.  Choice Home Warranty failed to fulfill their contractual obligation with the home owner to (1) replace the board which had failed and directly caused failure of a new heating element on a clean vent.  Choice Home Warranty is incorrectly claiming an exception, which is not applicable.   When I try and contact Choice Home Warranty you are placed on hold for 30 minutes and transferred to other departments to hold once again in an apparent attempt to get the consumer to get tired of waiting the address the issue themselves so not to fixe the covered item in their contract.       Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The refrigerator/Freezer was in perfect working condition until the day of the claim.  That it decided to break down just one day into the coverage after having made already 2 payments to Choice warranty was a very unfortunate coincidence.  We purchased this home three years ago with all electrical and non electrical items working properly as per our inspector said.  ALL electrical appliance were in almost new condition and worked great.  By letting you know this, you can understand that we are frustrated.  It should not make a difference in your coverage if an item breaks down one day into coverage, or 1 month, or one year into coverage.  We went ahead and purchased a new one and now wonder, if we have to purchase an appliance new every time it breaks down, we would encounter a manufacturers 5 year extended warranty and that leaves us to concluded what our money is wasted on a coverage by you that the manufacturer already covers.  We can provide dozens of family members witnessing that the refrigerator was in fine condition days and weeks before the claim, since children, their spouses, and grandchildren enjoyed getting a drink of water with ice multiple times just the day and weeks before it broke down.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I WANT AN ANSWER AS TO WHY I WAS LIED TO. I understand the cancellation policy, I review contracts for a living. You have not addressed my complaint of why I was lied to about the part being shipped instead of giving the service tech the approval to purchase it on his own.
Regards,
[redacted]

[redacted]<[redacted]>2:03 PM (1 hour ago)tomeChoice Home Warranty has contacted me via email and offered what they say is the maximum amount for the repair/replacement of a HVAC unit, which I have agreed to accept.Please mark this complaint as resolved and remove it...

from your active file.Thanks for your help in this matter,[redacted]  An additional word on the CHW payment.  I emailed the Head of the CSR Department at Choice Home Warranty, and he told me that after they paid the maximum amount towards my claim, they were going to "dissolve" they contract with me.  That is interesting, to say the least. That's fine with me, by the way.  I was not sure if I wanted to continue to do business with them, and they made the decision for me!

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, we do see that CHW has assisted you in claims such as:Claim # [redacted]6 for your Air Conditioning in the amount of $132.00Claim # [redacted] for your Refrigerator in the amount of $165.44In reference to your last claim for your Air Conditioning unit’s claim, we are not able to reimburse you for your husband placing a fan inside the unit because he is not a licensed technician and this was done without prior approval from CHW as stated in the policy. Section C. SERVICE CALLS # 3. We has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.We do see that both technicians stated that the wiring was incorrect and both stated that it needs to be fixed.  I do understand that you feel as though it was the first technician that came to your home as he thought it was your husband. The first technician reported back to CHW that the “homeowner had cut the wires”.  CHW will not cover the cost of a unit’s repairs if the technician or your husband had tampered with the unit as stated in Section F. Limitations of Liability #19.We do see that you had cancelled your policy with us due to this, we are unable to assist you any further with your policy.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

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. When the claim was placed it was advised that the water softener was constantly draining and leaking. The technician came and provided a diagnosis that there was a calcium build up, which is a lack of proper routine maintenance as the buildup wouldn’t have been there. Section Letter F, Number 12 of the CHW policy indicates that CHW is not responsible for repairs related to lack of proper routine maintenance. In the interest of customer service, CHW sent a technician to provide a second opinion and the leak was detected from the tank. CHW doesn’t cover leaks nor holding tanks.   CHW doesn’t want to lose valued customers, however, you have submitted a request to cancel the policy and the cancellation team is due to reach out to you today. Should you have any questions, please 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

Complaint: [redacted]
I am rejecting this response because:I was called by the representative, she said that she would call me back, but I did not receive a call back or a message left.  She told me in order to get this fixed I had to clear up the compliant on the Revdex.com.  I told her I would, but I have not received any kind of response or refund for the product.As soon as I receive a written confirmation that they are to cancel and refund then I will resolve this complaint.
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, we do see that you have placed 2 claims with CHW.  One being for your dryer which CHW did assist and cover the repairs in the amount of $225.68 and the other being for the Air Conditioning system.In reference to the AC System, CHW does provide Freon to claims that are covered under our policy. We will not provide Freon for units that are not covered under our terms and conditions.  This AC System is covered under the manufacture GOODMAN, per our policy Section F. Limitations of Liability # 15.  States “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.” Therefore any claim that you might enter that still is under manufacture warranty will not be covered per our policy. We do apologize if anyone of our Customer Service Agents were rude to you in any possible way, CHW does not condone this type of behavior and we will look into the call and have our Quality Department review for training purposes.We do regret your frustration however, CHW is in full compliance with the terms and conditions of the policy. Regards,Choice Home Warranty

Dear [redacted]We regret to hear your frustration and apologize for any inconvenience this may have caused you.  As a goodwill gesture, you will not be charged your monthly fee this month.  Your next monthly payment will resume November 24, 2017.We have reached out to the technician’s...

Vendor Relations Manager who will reach out to the technician right away regarding your repair. We will contact you as soon as we get an update. Regards,CHW

Dear [redacted],,We do regret your frustration however our policy states that all units must enter the policy in proper working order on the day that the policy begins.The unit had more damages than possible within the time frame of the policy. Therefore we are offering you a full refund of the amount that was paid for the policy of $375.00.  Kindly contact us at ###-###-#### if you would like to accept. Thank you,CHW

,We sincerely apologize for any inconvenience that this mistake has caused.  CHW has placed a full refund of the amount $450 back onto your credit card that you used to sign up with us with.  I have personally documented the account and have ensured that the credit was placed...

on.  5/14/15, the credit was given back to your credit card.  Please accept our apology as this was a mistake and your account is inactive, no charges will be placed onto this credit card and no one will contact you for anything in regards to purchasing a policy.Thank you for bringing this to our attention,CHW

I've already advised CHW that they have the most recent records of service from my February 2016 claim. The floor manager David L., had advised me that they had this one file. During that period, I also experienced issues with their service regarding my A/C unit. At the time, my A/C stopped cooling around 3:30PM CST when I arrived home and I opened a claim to have a technician assigned. CHW representatives made no effort to ensure that it was escalated even though I had advised them that temperatures were getting to unsafe levels in my home. As a result of this being over extended; I had to call my own technician whom diagnosed the issue, which was a normal part that was due to wear and tear. The technician at the time also serviced my unit, which I was aware that I would not be reimbursed for; however I typically maintenance my unit near Spring according to manufacturer guidelines before the extreme heat during the summer months. When I called for reimbursement, CHW also reneged on their policy as they had previously advised me that due to their service representatives error in forgetting to assign a technician, they would approve the cost of the repair as long as it was within average market pricing of the top 3 technicians in my area. I was advised that they would only cover $50 of reimbursement on a repair that was $300 plus. I inquired as to why since the part itself was over $100 and was advised that they don't pay for emergency services, which I was previously advised that they would reimburse. I argued that there were no emergency fees or after-hours fees charged by my technician and that it was a fair amount for repair, according to their point of reference ([redacted]). I was advised now that they prefer I use their vendors which they have negotiated lower than market prices for and will only reimburse me for that. I'm still puzzled as to these contradictory responses and why they believe that $50 reimbursement would be suffice for any major appliance repair job with parts. After many weeks of complaints; I was finally given a "courtesy" reimbursement for the claim minus my regular service maintenance fees that I paid the technician. My logic to this service record reference is that if my unit was properly working and I also paid additional for routine annual maintenance. I'm puzzled as to how could they cite a failure due to poor maintenance? I'm also contesting that they are requesting unreasonable records and this directly violates the terms of their Federal Judgement class action law suit that was filed by the New Jersey Consumer Affairs Division for unfair and deceptive business practices back in 2015, which I don't need to remind them that they are still being regulated and monitored. This is a blatant attempt to not pay on my claim as I was advised that even though my unit was the original that came with the home in 1985; the "safeguards" that would protect the unit from shorting to ground is not susceptible to failure due to normal wear and tear. I think that this is preposterous that they believe that a unit built in 1985 is not going to break down and it's safeguards and mechanics will not fail. This sounds highly unreasonable and deceptive. I've already filed a notice with both the New Jersey Consumer Affairs Division and the [redacted] Consumer Affairs Division at the Office of the Attorney general and notified them of the continued violations of this business and how they have put the safety of my family and I in jeopardy over this claim. They will be liable for damages due to negligence if this issue is not resolved as I plan to take this further as another class action claim should CHW remain to be in violation and avoid resolution of my valid claim.
In addition, I will also be alerting national business review journals and TV stations of this egregious issue if my issue is not address and resolved to satisfactory. I've paid thousands of dollars to CHW since 2012 and this company has proven to be a scam for consumers according to their track record.
Regards,

Complaint: [redacted]
I am rejecting this response because:
Choice Home Warranty requested the second option. CHW called [redacted] and asked if they would like another company to look at the issue and coaxed them into it. The technician said that CHW was extremely rude while dealing with them as they just started using them. About the Wires: During my first policy an there were several repairs done on the AC Unit. They replaced an Electrical part in the Air Handler. I was told this was hooked up incorrectly and now was causing issues. Air Force AC was going to replace the unit because they believe the unit was a hazard.  The Second tech came out and provided a false repair statement. The AC was fixed and it had nothing to do with a restriction   I have had the AC maintained every year. I just had the AC inspection by Legagy Air 4 months ago in August. The paperwork was attached to this document He cleaned and inspected unit, verified electric connections, maintain drain line, sealed blower motor, Verified airflow, inspected air filter, verified outdoor unit. He checked Electric connections/current/Freon, and all tested good. This is an ongoing issue to deny claims. The techs both said the unit has been maintained amd apparently others have the same issue, Choice has a lawsuit not long ago about this same issues, lying to get out of paying. "Despite the representations in their contracts, these defendants allegedly used creative and deceptive means to deny their customers' claims," said acting Attorney General [redacted] in a statement. I have also filed a complaint to the attorney general. If this is not resolved I will take other means necessary as I have documentation to back it up.  I also had a friend that got denied for the same non maintenance. He also filed complaints to Revdex.com and attorney general. My mom and dad will also cancel their policy  as its false reputation to fix the issue.  
Regards,
[redacted]