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]   The diagnosis that was received by CHW was there was gas corrosion on the unit. Section Letter F, Numbers 1 and 8 indicate that corrosion isn’t covered under the policy. CHW attempted to work with you by sending you an agreement that would provide you with a refund, but hasn’t received it back to date. This will allow CHW to release the paid funds of $143.32, which is a full refund. Please call the CHW customer service team if you have 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 initial complaint was that CHW sent a non licensed tech to my home with the sole purpose to discredit the claim due to lack of maintenance. I asked them for the licensed number  of the tech and they refused to give it to me. The tech came to my home with no equipment to do the job. He came from over 40 miles away and said he would call me to schedule a time to come out to repair the dryer. He never made it back to my home - there were several phone calls and excuses. The licensed tech I hired came to my home prepared to work with all the supplies in his vehicle needed for whatever the problem. I should not have to take 2 or 3 days off work to have something repaired. 
Regards,
[redacted]

[redacted],We do apologize that you are upset with the outcome of the claim however, per our policy it does state that you agreed upon signing up that CHW would not be responsible for the technician’s negligence.We do understand your frustration however CHW is in full compliance with the terms and conditions of our policy.  If you have any concerns about the technicians that have come to your home, please contact them.  This is why we ensure that they are licensed and have the proper credentials. Respectfully,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 claims shows that the claim was handled properly. The downdraft vent that needed to be replaced is considered a separate appliance and coverage is not offered. The portion that was covered was handled properly. Please refer to your policy to review what appliances are covered. CHW did make an attempt to assist with the non-covered repair by offering to provide a $100 goodwill payment but haven’t heard back. If you would like the assistance with the non-covered repair, please call the CHW customer service team back at ###-###-####.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear Deborah [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 detailed review of your claims shows that CHW has paid out in all claims with the exception of the most recent claim that was placed. Since 2014, there has been $890.12 in authorized covered claims. The most recent claim that was placed on 8/10/16 for the air conditioner is not a covered claim in accordance to the policy section Letter A, Number 2 which states that CHW is responsible for repairs related to normal wear and tear. A diagnosis presented to CHW was that the compressor had been shorted to the ground and was tripping the breaker and causing internal failures. This is not a result of normal wear and tear. However, based on you being a valued customer of CHW, you were offered $350 as a goodwill gesture to assist with the payment of the claim which was not covered and it was denied despite the information that you shared that the technician had provided you with information that the failure may also be due to manufacturer defect. The goodwill to assist with repairs is still available to you as you are a very valuable customer. Please call the customer service team at ###-###-#### to have this processed if you would like to take advantage of this.   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: First of all the customer representative did not call me to discuss about this complaint or resolve this complaint. She called me for reason for denial of the 2nd claim. So this is totally different issue. I have been cheated by the business and their technicians. Every time technicians came they told me different stories. Did not even diagnosis issue correctly and unnecessary charged me for things which should have not been charged. On top of that they broke my air condition unit which caused even bigger problem. I have to replace to whole unit now.  My ac unit is off since last 4 week with 100 degree temperature outside. This is impacting me and my family big time.  Also there was a class action lawsuit filed against this business for unfair and deceptive practices which they lost and they agree to settle this. The proves that this business is cheating customer and running big scams. The sales guy over the phone never told me about any exclusion and I was told most of the issues are covered and made me to pay without a contract. I was never sent a contract in mail. Only thing I got an email to sign up online to check contract. The way contract is written that they have put everything in excluded. So they never have to pay anything when AC unit doesn't work. But the sales guys tell you most of the thing are covered and that is how business also advertise when they want to sell the service/product. This is a big fraud. I see so many complaints about this business. There is class action lawsuit file against this business. Revdex.com rating is C+. So many people, organizations cannot be wrong.    
Regards,
[redacted]

Records indicate that you no longer have an active account with CHW and that you have canceled because you were upset. A review of your claims shows that you expressed concerns that a technician had caused harm. In accordance with the policy section Letter F, Number 19 You agree that we are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages. Please contact the technician directly to have this matter resolved. The second diagnosis was obtained after the policy was canceled, had it been done prior to CHW would have had the flexibility to work with you on resolving the issue. 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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction.  Per your request, we have cancelled your policy as of July 12, 2017.  Please see our policy Section Letter L of Cancellations as you are not entitled to a refund:This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writing.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted],We understand your frustration however our policy is, that we do not assist with claims that are covered under manufacture warranty.  We are offering to provide you with a onetime free service call fee for your policy.  This fee will be placed onto your policy and if you do need to place a claim for the future, you will have a free one waiting for you.We do regret your frustration however per our policy, Section F #15 does state that we will not cover any items that are still under manufactures warranty, the manufacture will be able to cover that claim for you.Thank you,CHW

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

very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted].   Upon review of your claim it appears that we are still working on having this resolved for you. Please call the customer service team directly at [redacted]. Your time is very valuable and we apologize for the long delays. You may also email us directly at [redacted]     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[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 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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”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 we offered you funds in the amount of $100 to assist you on the non-covered claim as well as a one-time free service call fee for your next claim.  You accepted these offers.  Our records show that you received and cashed the check.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:      1) The repair needed to fix my refrigerator/freezer was not done because Choice stated there was a piece that wasn't initially installed on the refrigerator/freezer which resulted in the leak.  Choice doesn't perform pre-inspections and our refrigerator/freezer was installed prior to me moving into the house.  Due to these both scenarios there is no reasonable way to know that this was the case.   2) The other reason I reject Choice's response is because of False Advertising and claims.  Directly from their site ([redacted]) they post reviews of their services.  They consciously select the reviews that they wish to share (as they have not posted my response which doesn't promote their service).  These postings therefore represent their business as they select what to share with the public.  In at least two instances, if not others, they specifically share that customers had LEAKS repaired on their refrigerator/freezer, the very reason they are denying my claim.  How can they represent themselves on the website one way (repaired leaks) yet they turn and adamantly deny my claim for this reason.  This is the very essence of False Advertising.  I attached the two reviews below from their site.      In light of these actions and response from Choice, I plan on passing this complaint of false advertising onto the State of NJ Consumer Affairs.  
TWO CONSUMER REVIEWS APPROVED TO POST TO CHOICE HOME WARRANTY SITE.My refrigerator/freezer was leaking. Choice sent tech out immediately and problem was resolved that day.[redacted], 03/10/16Our freezer was frosting up and leaking on to the floor. We made a claim online and within a few hours received a call from the repair service. They came out the same day and fixed the problem quickly. We paid the service fee and that was it. There were no hidden or additional costs. Very pleased.[redacted], 07/04/16
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The check list did have amp readings and voltages.  The reason it didn't have address at the top was because it was the technicians personal worksheet he turned into the office.  I also have a checklist with address on it.  They informed me the last time that I talked to a manager, "That this was never going to be covered no matter what I sent in."  Therefore I never sent them another thing wasting more of my time, after I waited  on hold for over 50 minutes to talk to someone every time I called them.
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 Air Conditioning claim we do see that the technician that came to your home to diagnose the system stated that the unit needed a new breaker.  CHW did approve this portion of the claim however once that was completed the technician stated that the breaker tripped right away and the unit shorted out.  This happens due to a lack of proper routine maintenance. Per our policy, Section F. Limitations of Liability #12 states that we do not cover failures due to a lack of proper routine maintenance.We did receive the records that you had sent to us and they unfortunately do not show routine maintenance.  The records that you had from 7/14 & 7/15 are not proper records, are missing the technicians’ name, company, phone number, license number and the invoice itself for the unit are missing gauge reading, Freon levels and fan conditions. We spoke with your technician on 10/28/15 and he advised us that the unit was working and was in excellent condition.  He states that he inspects the unit but does not do any maintenance to it.  Again, per our policy, CHW does require all units to be properly maintained by the customer per the manufactures specifications.We do see that you purchased your policy on 4/1/15 and it started right away and it is going to expire on 5/1/16.  We would like to offer you a full refund of the policy in the amount of $401.25, as a goodwill gesture.  It is unfortunate that this happened and we are not able to cover the failures per the policy however if you would like a full refund of what you paid for the policy, we will be happy to provide that amount to you.  We would ask that you contact our office and once you speak with a manager they will confirm with you that you do accept and we will process a full refund for you.We do regret your frustration and do hope that you will accept our offer.  In reference to the claim and our policy however CHW is in full compliance with the terms and conditions.Regards,CHW

I am rejecting this response because:
Choice Home Warranty authorized 4 Leaf Plumbing to complete the repair at my home on Wednesday, June 10th. The contractor did not complete the work until June 13. Where obviously you can see I was not notified in time to make any decision in regard to this repair. Thus lending Choice Home Warranty liable.  When I was notified on the 18th (days after the repair was already completed), Choice Home Warranty did offer to pay for half of the repair. This was insufficient, as Choice Home Warranty made the decision to send out 4 Leaf Lumbing, and had them complete the repair. Choice Home Warranty was clearly negligent. Their negligence leads to their responsibility. They need to pay me for the 204.42 that I have had to pay the plumber. 
Regards,

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.  This was a covered claim.  Based on the diagnosis that we received, it stated that the pull chain and the fan motor would not work and needed to be replaced.  We authorized funds to the technician for this repair.   Please note that our policy states in Section D, Number 13, lights are not covered.You may submit your paid invoice to [email protected] for review.  Once we review your invoice, we will contact you with the update.  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, I do see that CHW has assisted with the following claims:Claim # [redacted] for your Garbage Disposal in the amount of $165.00Claim # [redacted] for your Plumbing System in the amount of $100.00Claim # [redacted] for your Plumbing System in the amount of $80.00Claim # [redacted] for your Air Conditioning in the amount of $43.00Claim # [redacted] for your Plumbing System in the amount of $55.00The total that CHW has paid out for your policy to date has been $443.00, this is for covered claims.  For the Claim #[redacted] for your AC system, the technician stated that the unit had a bad compressor; the windings were shorted internally and were tripping the breaker.  With this information along with the pictures, our inside technicians explained that this could have been prevented with routine maintenance.  We do see that on 7/24/15, you had spoken with one of our agents and stated that you were going to send in your maintenance records.  We have not received any information as of yet, today being the 27th.Please send the records to [redacted] and our authorization team will review for you.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],   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 we do see that your policy began with CHW on 6/2/17, you placed your claim for the unit on 7/21/17.  The unit was stated to have shorted to the ground, per our policy this is not a covered claim.  This failure is not something that happens within the time frame of the policy and this is not considered normal wear and tear. Please see section F. #1 as well as A #2. As a good faith offer, we are offering you a onetime free service call fee and one month of service with no cost. To accept please contact us at ###-###-#### and it is documented in the claim. We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy. Regards,  CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement.   A review of the claim shows it was handled properly. The claim was placed at 8:33am on 12/10/16. The claim was dispatched on 12/11/16 at 6:41am. An automated email and voice message was delivered providing the technician’s contact information which should be used to schedule a mutually agreed upon time. This technician then advised CHW that he wouldn’t have any availability until Thursday. At that time, CHW dispatched the claim to [redacted] who was able to schedule an appointment. Section Letter C, Number 2 of the policy states, “Upon request for service, we will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact you to schedule a mutually convenient appointment during normal business hours”.   CHW is not able to determine an outcome of the claim until the information is received from the assigned technician with specifics about the diagnosis. This information was received on 12/13/16 and the technician sent in the billing information. The repairs were authorized by CHW on this date. The technician will need to schedule a time to make the repair. CHW apologizes if the technician provided you with incorrect information, however, the policy outlines in specific sections how the claim is handled and it was handled accordingly. Please call the CHW customer service team if you have any questions to speak with someone directly at ###-###-####.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW