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 our web site at http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your policy, I do see that your policy began on 6/11/15 and 4 days later you placed a claim for your AC unit.  We did dispatch a technician to your home who stated that he added Freon to your unit, he did return and we do have it documented that the service call fee was waived and you did not pay that extra fee.  If you did pay them the extra $45, please contact them to have a refund of this amount as it goes to them and not CHW.Upon entering the claim, you had stated that the last time the unit had worked was prior to the start date of the policy.  Unfortunately, we do not cover any unit that comes into our policy in non-working condition.  You are supposed to have all the units in your home maintained prior to the contract date starts. 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.Also please note Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.Due to the fact that you have already canceled your policy with CHW, we are unable to offer you any amount of refund, again you would have to speak with the technician that came to your home for the funds back that you had paid.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

The claim was placed on June 15th;however I enrolled in Choice warranty on May 11th, 2015. Since Choicehas decided not to move forward with fixing the Air Conditioning unit, I willlike to cancel my coverage and be refunded my difference.  How do I go about getting mymoney back and cancelling my coverage? Thanks,[redacted]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

I am rejecting this response because:  I had my own repair person come out and look at the refrigerator he said the main mother boards do go from time to time but there is NO way of saying it was do to a power serge.  The outlet the refrigerator is connected to is a GFI breaker so even if it was a power serge the breaker would trip.  The repairman has owned his company for 35 yrs. I believe this is just another one of your bt excuses.  You also have not paid out over $800 on my claims cause I am still waiting for my reimbursement of $500 from the septic repairs.  I called for claims for septic still waiting for reimbursement,  claim for water heater that took 3 visits to repair.  Well softer claim denied the dont cover well softner.  Claim for sink garbage disposal you actually paid for.   So I would like to know where you paid out over $800.00.  I would like my reimbursement for both septic unit repairs and the refrigerator repairs since 3 different service repair men said you can not determine a power serge made mother board go.

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/user-agreement/. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that water heater was leaking and needed to be replaced. Per our policy, Section Letter D., Number 6, CHW does not cover the main, holding or storage tanks.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 would like to offer you $300.00 towards the replacement.  To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6am EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I am rejecting this response because:The stated facts are incorrect.The unit was properly maintained as it has been stated by their technician as well as the condominium building superintendent.This is fraud.The past and future contract value should be returned immediately as well as the full value of the repair.Several documents have been supplied.I have also made several requests for arbitration procedures that have been ignored.I will proceed with legal action on Monday.
 I would like to adjust my claim to be $2,126.46It is the actual expense of the repair.I also have a statement from the technician they hired stating the repair was not due to neglect .

Complaint: [redacted]
I am rejecting this response because:  I get regular maintenance on my air conditioner system as was suggested.  My unit was a little dirty because it was due to cleaning on July 1, 2015, but it was NOT CLOGGED like Choice Warranty is stating.  Choice Warranty tell LIES to sell you the home warranty and then look for any excuse not to pay for repairs when needed.  Choice Warranty does not provide competent reliable technicians that can do quality work or diagnose problems.  Now Choice Warranty is saying they are not responsible for technician repairs when in fact, Choice Warranty is the one who sends out those technicians to the customer homes. Choice Warranty sent "[redacted] A/C Heating" to my home and the first guy made him some extra money on the side as well as collecting the $45.00 service fee charge.  Then the next tech told me my unit was a little dirty, but not extreme.  This tech also wanted to make $1,800 for duct cleaning the entire house which I did not need.  Then he stated $750 for cleaning.  I told the tech I have my personal tech that I pay to keep up the maintenance on my unit.  Home Choice Warranty gets away again by NOT keeping their word and they can care less for the customers.  I made a big mistake by not reading all the NEGATIVE REVIEWS that were already on line with complaints against them.  I am just another customer that have been misused by Home Choice Warranty.  HOME CHOICE COLLECT THEIR MONTHLY FEE FROM THE CUSTOMER BUT DON'T WANT THE RESPONSIBILITY OF PAYING COMPANIES FOR REPAIRS.  They use any excuse they can find to keep from paying.
Regards,
Virginia Coleman

Complaint: [redacted]
I am rejecting this response because:this is what they sand me [redacted] To [redacted] CC [redacted] May 16 at 8:47 AM Good Morning Mr. [redacted],   In regards to your Revdex.com Complaint,  you were advised to contact our Customer Solution’s Department in regards to your refund.  Please note, that the refund stated in the Revdex.com response is if you were not in the state of Florida.   Per the policy in Florida, the administrative fee is not $50, it is 10% of the policy value, making the correct refund $1084.64.   We do apologize for the confusion and regret to hear that you have cancelled your policy with Choice Home Warranty.   Kind Regards,   [redacted] Choice Home Warranty Consumer Advocate ###-###-#### Fax: ###-###-#### [redacted]  Maybe a phone call is butter then a bad email plus there should not be any $50 (administrative fees) or$75 (service costs) what is all this BS that they want to get me with COME ON o ready stop this.PS: there is no refund to me visa card with any amount. you re-reviewed my policy and determined that there was a miscalculation on the very bad and very rude to me as you say  Customer Solution Specialist’s part.  you strive to better rip us with your business practices as you say is is a fees.they need to crated my visa asap.
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 we received, it stated that the compressor had open windings, the condenser top cracked where the fan bolts, a failed dual capacitor and a leaking evaporator coil.  These failures show that there was a lack of proper routine maintenance.  Per our policy, Section Letter F, Number 12, we do not cover failures due to a lack of proper routine maintenance. The diagnosis also stated that the compressor was improperly installed as there was a 13 SEER Compressor for a 10 SEER unit.  Per our policy, Section Letter F, Number 11, we do not cover failures due to improper installations Our Sr. Claims Specialist advised you about the outcome of the claim, in which you were not satisfied.  We strive to provide the best customer experience which led us to offer you a goodwill gesture in the amount of $250 of assistance towards this non covered claim. You stated that you would not accept these funds as the cost of repair was substantial.  As this is a non-covered claim, we stated that we would not be able to assist in the cost for repairs, but we could increase the goodwill gesture amount to $300.  You did not accept these funds as you stated you wanted to cancel. We transferred you to our Customer Solutions Department and advised that if you would like to dispute this claim, to send in your proof of routine maintenance records.  You agreed and stated that you would send them in. However, you did not send in anything to us.You called us back and stated that you wanted to cancel your policy.  Per your request, we cancelled your policy as of March 30, 2017.At this time we are not able assist on this claim, as your policy has been cancelled. 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:According to Choice Home Warranty, my A/C system had not been serviced which is untrue. I have had a independent A/C service contractor come out and check the system. He advised me that, the only way my coils will freeze up is if the Furnace went out first. As I previously stated I purchased the home on 1 Feb 2015, and paid to have a complete inspection in the A/C system before purchase the home. MY A/C HAS BEEN PROPERLY MAINTAINED, SINCE I've been residing their.  Choice Home warranty are a bunch of scam artist that prey on unknowing homeowners about their checkered past with claims and now I now why.  The refrigerator claim was placed on 5/31/2016 and someone finally came out on 7/7/2016, and I paid the contractor his fee for coming out to fix the refrigerator and then 2 days later I receive a email stating you will not pay for the services, because I dropped your company due to dissatisfaction with the service I received and your inability to honor your contract with the consumer. You have the audacity to state even though their was a delay in responding to my claim for the refrigerator. I HAVE PAID MAY AND JUNE PREMIUM WITHOUT FAIL, BUT YOU SEND THE CONTRACTOR OUT IN JULY; 5 DAYS AFTER I CANCELLED YOUR SERVICE.  THINKING YOU WOULD ALEAST HONOR THE REFRIGERATOR, BUT A CROOK IS A CROOK.  Your company is the worst ever and I hope you get exactly what your headed for. Your contract states we pay for furnaces....my furnace broke and you would not pay.  My contract states you pay for refrigerator my it broke you don't pay.  Thank you for nothing[redacted]

Dear [redacted],We regret to hear your frustration and dissatisfaction with CHW. Please be advised that your policy has been cancelled as of 9/3/2017 and your full refund in the amount of $400.00 has credited back on to your credit card. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
Yes I am because I took the necessary steps that they informed me to do then the business left their company Choice Warranty also was lied to continuously and they didn’t see it coming that this guy was not right. I had someone look at the damage and he stated the new rug would cost about $$150 and 250 to install. I know choices policy but this is no fault of mines they should have this guys insurance coverage so we can submit s claim 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Choice Home Warranty sent incompetent companies to my house to fix a problem that was NEVER fixed. I spoke with Tucker from Choice Home Warranty (employee ID [redacted]) that not only personally spoke to the plumber who recommended a new toilet for my property but I also spoke to a supervisor who sent me a reimbursement form. When it came time to actually installing the toilet ALL OF A SUDDEN Choice is not covering my toilet or installation. Even though a plumber that has been out to my house FOUR times says I need a new toilet. How completely unprofessional of Choice Home Warranty and robbery. I pay $36 a month for 12 months. That's $432 I paid Choice, for what? To pay for a plumber myself to fix the problem?? I absolutely reject their email response and the fraudulent claims they make.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. It's a shame that they don't let you look at their policy before you purchase as I was under the understanding that regardless of age any item that was under warranty was either replaced or fixed.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: payments has not been refunded. My bank is investigating  dispute charges as well. We are awaiting for my refunds. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

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]
  At this time there are 2 free service calls that are on your account. There will not be another one added. Per the policy, section Letter C, Section 4, you will be charged a service call fee per claim. As a courtesy, you were provided with free ones. CHW wants to retain all valued customers, however, should you choose to cancel your policy, Section Letter L, Number 4 of the policy states that if you cancel after 30 days you are entitled to a pro rata refund of the paid contact fee for the unexpired term, less a $50 administrative fee and any service costs incurred by CHW. These costs are the claims that have been paid out on your policy which will be deducted. You can call the CHW customer service team directly at ###-###-#### if you desire to cancel.     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 problem was fixed by a contractor that I had to hire because of the deceitful practices of CHW. A whole 10 days of without air conditioner in the peak of summer because of the run around that we got from them after 30+ phone calls and at least 10+ hours of holding to speak with a representative. The contractor (AKS) who was sent by CHW to work on this was not able to fix the problem. The second contractor who came in diagnosed the problem and CHW immediately denied it on the premise of the fact that the circuit board was bad. We do not know if this was intentionally fixed up by CHW in order to deny the claim or not. Eventually the diagnosis was the motor so the whole logic behind not fixing the problem because it was a circuit board issue not covered by CHW is completely disingenuous. You would think after getting a judgment handed down in the past by the Attorney General a company would change its fraudulent and deceitful practice, but unfortunately it has not. At this time if the company does not settle this claim and reimburse the expenses of the repair we would be forced to take this through the legal process. Additionally, we are in the process of gathering data which might cause us to believe that we are not the only potential plaintiff in this kind of a situation. We are seeking legal counsel on this matter and will be back with our response soon. 
Sincerely,
Dr. Dipanjan Nag

Complaint: [redacted]
I am rejecting this response because:
When we bought the policy, it was made clear to the Salesperson NATHAN, he sold it knowing the square footage of the house and knowing the number of ac units, we have not made any addition to our house since the policy start date.  Also that info is PUBLIC on City of Phoenix website out and open. Also being it a FIRST A/C unit complaint, the claim was denied.  We paid out of our pocket since it was Saturday 115 F temperature, when the technician came and waited for almost 45 min for authorization.
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 notes on the policy has indicated that the CHW has attempted to reach you on 12/12/16, 12/14/16, and 12/15/16 with no success. There were messages left and emails sent as well to the email address on file. Please call the customer service team directly at ###-###-#### for assistance.   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 not happy with the response I will be taking this a step father 
I am rejecting this response becaus
Regards,
[redacted]