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 you placed a few claims and the total that CHW paid out on your claims was a total of $1044.00.  The last claim that you had for your heating system, the heat exchanger was cracked per the technician from rust and stated that this was a lack of maintenance.  Per our policy, CHW doesn’t cover failures due to rust. We also do not cover failures that are a result of a lack of proper routine maintenance. We did however provide a goodwill gesture to have the unit repaired and provided the part from Lennox to you.We do see that you have cancelled your policy, please note the cancellations portion of the policy in Section L. Cancelations it states that CHW will provide you with a pro-rated refund after the 30 day grace period, minus claims paid and minus an administrative fee of $50. L. CANCELLATIONThis 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.CHW did mutually agree to cancel your policy as stated above and you did receive the pro-rate refund for months not used in the amount of $1161.00.Out of the 3 claims that you placed, all 3 of them were covered claims and the pool claim we provided the CAP amount of $500.  We regret any frustration that you had to deal with however CHW is in full compliance with the terms and conditions of our policy. We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

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

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.  Upon review of your claim, we do show that the refrigerator claim was a non-covered claim due to the fact that the unit did not come into the policy in proper working order being that the policy had started on 10/2/15 and your claim was placed on 10/14/15 the failure could not have happened within the time frame of the policy.  Our policy states in Section A. Coverage #3 that all units must come into our policy in proper working order. As a goodwill gesture CHW offered you $160.00 to assist you with the cost of the repair.  Since you had cancelled the policy, we would not release a check unless this was a covered claim and as stated this was not.  By cancelling your policy with us, we would not provide a goodwill gesture.  Also, per our policy if we were to provide you with the funds in Section L. Cancellations states that you would repay any cost that CHW has spent if the policy is cancelled.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Dear [redacted]We regret to hear your frustration.  In review of your policy, there are no records of you cancelling your policy in December of 2016.Our records do show that you placed a claim in February of 2017 and then cancelled it in April of 2017.  It also shows that you opened...

up a policy on May 5, 2017 and cancelled on June 7, 2017.You were only charged for the months that were used, however, if you see a discrepancy on your bank statement, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM EST.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 not offered a new washer comparable to what I had.  I was told that there was a washer at Sears for $500.00, they would send me the check for $450 and I can go to Sears and purchase the washer.  I was also told that the check would take 30 days to be sent out to me.  I said to them that they could go and purchase the washer and install it for me.  By the time that I would receive the check, they washer would no longer be on sales.  The rep suggested that I borrow the money or use a credit card to purchase the washer.  I informed him that the reason I had the warranty service is for them to either repair or replace my appliances.  How can the claim not be covered under the warranty when I have never used the warranty and the contract services were from 8/16/14 to 8/16/15.  I was never told that it was not covered.  If the service was not covered, why was a service repair representative assigned and I was given a number to contact them.If Choice Home Warranty is willing to purchase a compatible front load washer and install it, I will be satisfied.  Otherwise, I want the payment of $500.00 so that I can replace the washer that I currently have.  I will still have to put additional money with that payment to get a compatible washer to what I have.  I have a front load washer and that is what I insured.
Regards,
[redacted]

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

Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted]
After review of the policy, we do see that CHW sent a technician out to your home per your request. The technician stated to us that the unit had a burnt compressor and it tripped the breaker right away. He stated that this unit was not in the best of conditions and that the failure could have been prevented with proper routine maintenance.
You did provide a second opinion and [redacted] stated that the compressor had failed and the windings broke free inside the unit, also it was not pumping, it had a mechanical failure. He too stated that this could have been prevented with proper routine maintenance.
Per our policy Section F. Limitations of Liability #12 states that all units must be properly maintained per the manufactures specifications. You stated in your complaint that you had proper routine maintenance. If you would have sent us the records, we would have been able to at the time reviewed them for a more favorable outcome, however you did not and we did offer to provide you with a goodwill gesture of $200 to go towards the repair but you decided to cancel the policy with us.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Dear Mr. [redacted],We do regret your frustration with this claim, being that you are no longer a customer of CHW, we are offering to assist you with the claim in the amount of $400.00.  We are not able to provide you with the amount that you are seeking due to the CAP of the policy as well as the outcome of the claim.If you would like to accept the funds of $400, we are willing to provide it to you however that is the most that we are offering.Please feel free to contact us to accept the offer at ###-###-####.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 www.choicehomewarranty.com/useragreement. Upon review of your policy, we see that you purchased this policy in 2014, you were provided 30 days to review the terms and conditions before the policy began.  Once the policy began, you were not entitled to a full refund but a pro-rated refund as it states in Section L. Cancellations. We do see that CHW has assisted you in previous claims that amount to a total of $514.37.  As a goodwill gesture, we are willing to provide you with a refund of the paid policy and subtract the amount that we have paid for claims. This would be more of a refund than if you were to cancel per the terms. The refund that we are offering is a total of $535.63. If you would like to accept this offer, kindly contact CHW at ###-###-#### and we will then send you a release agreement that you are requested to sign. We urge all customers to review the terms of the policy before placing any claims. We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy. Regards, CHW

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

very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   The claim that was placed was processed per the policy. The policy indicates in section Letter D, Number 6 that the storage and holding tanks are excluded. Water heaters are covered as well as other appliances, however, there are exclusions in the policy which is sent to the customer for review. Please accept the apologies of CHW if this information was overlooked. There are other items that are included including the circulating pump. A link to the policy is included above for your review. CHW values all customers and doesn’t want to lose any customers, however, if you make the choice to cancel the policy, please refer to section Letter L of the policy. Please call ###-###-#### if you have any questions.   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 very least expensive unit one can buy is $499 which is what I told them. It is not that I accepted their $400, but I said send me the check and I will make a complaint to Consumer Affairs, I am making a complaint based on the facts stated in my letter regarding extreme misrepresentation by Choice's sales team that stated that they take care of replacement. Their fall back on the terms and conditions is fine print that the buyer of the policy does not see when paying for plan and regardless, it is 20% below market. They also have stated that they have the ability to purchase appliances below retail cost and that is not true. So what prevents them from claiming a value of their choosing. This company just tries to get away with not paying or underpaying claims. I want the $500 for the the replacement unit I now have to buy and that doesn't cover tax or anything else. That is more than fair. They keep wanting to give me my money back for the policy because that costs them less than paying out. Furthermore I have already paid $45 for the repair person to come out and repair my washer and he said it would cost over $700 to repair. I understand that does not make sense when a unity can be replace for less, but they should be paying for a replacement and not always having loop holes in their contract that lets them off the hook. 
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, I do see that you placed a claim for your sump pump on 4/2/15 and then you placed another one on 5/8/16.  The failure that you had over a year ago was that the unit’s motor had failed.  CHW authorized the technician to fix the motor.  The failure that the unit is having this time is that there are rocks and sediment build up in the unit. This did not have anything to do with the motor that was worked on a year ago.  However, if you do believe that it is you are more than welcome to contact the previous technician since CHW is not responsible for the negligence of the technicians.  The technicians that come to your home are licensed and certified themselves. If you feel as though they had any part of the failure a year later, we do suggest that you contact them. This is per our policy, Section F. Limitations of Liability #19. However, the failure that you have now is non-covered per Section F. Limitations of Liability #8.We do regret your frustration however and we do thank you for your feedback and we do hope that we are able to resolve this with you.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 policy, we do see that you have chosen to cancel with our company and no longer are with CHW. In review of the claim, I do see that the Refrigerator claim was not covered due to the poor condition of the unit.  The diagnosis came back stating that the unit was partially clogged and not defrosting due to this reason.  There are parts that needed to be ordered if the claim were to be covered however per our policy, Section F. Limitations of Liability #8 states that CHW is not responsible to “clean or maintain as specified by the equipment manufacturer”, it is also stated in Section F. #12 that we do not cover for lack of proper routine maintenance. The unit being clogged showed that the unit was not properly maintained. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Regards, CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]
  Upon review of your claim it appears that you have been provided with a refund in the amount of $63.00 by one of the representatives. Additionally, based on the information that you shared, it will be followed up on based on the misdiagnosis received from the technician that was there to diagnose the problem. If your technician was able to correct the issue and it was diagnosed as a hot water nipple being clogged, that is a maintenance issue. However, that doesn’t excuse a misdiagnosis. CHW has provided you with a free service call for your next claim.   CHW values all customers and wouldn’t want to lose any customers. However, if you would like to cancel your policy, please call the team directly at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted].   A review of your claim shows that your claim was processed according to the policy. When the claim was placed for the dishwasher on 10/18/16, CHW was informed that the last time it was working properly was on 10/11/16, which was before the policy stated on 10/14/16.  As such, it would be considered preexisting. Section Letter F, Number 1 of the policy indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions. However, CHW did provide you with a goodwill offer of $136.50 to assist with the repairs of the non-covered claim.   Additionally, you provided CHW with information about the technician being rude and unprofessional. This information was immediately sent to the Vendor Relations team to address with the technician as this is not unacceptable.   CHW doesn’t want to lose any valuable customers, however, if you would like to cancel your policy, please refer to section Letter L, Number 4,  regarding the cancellation and you may 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

Dear [redacted]We regret to hear your frustration and dissatisfaction of CHW.Please note that as of August 10, 2017 your policy has been cancelled and your refund of $375 has been credited back to your credit card.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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim for your dishwasher, it shows that CHW provided to you the cost of repair for this unit as stated in Section F. Limitations of Liability #16. Please see below:16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.The technician stated to CHW that this unit was not worth the repair therefore CHW provided to you the amount it would cost for us to repair to go towards a new unit.We do apologize if this was not conveyed to you properly and we will speak with the reps that you had spoken to.  Unfortunately, you chose to cancel your policy and we are not permitted to provide any extra cost to you.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as cancel for a full refund within this time period.  Per our policy Section A. Coverage #3, CHW does expect all units that come into the policy in proper working order.Best regards,CHW

I spoke with Choice Home Warranty last week and they told me that I had to speak with someone named Terry who was not in the office.  I left Terry a voicemail but never heard back from anyone.I understand that the Warranty Company has offered me a portion of my money back but due to their shady business practices and unwillingness to do any work.  I believe I should be entitled to more.  In other words the company is trying to break even on this contract and I am out of pocket the difference.  I do not think it is fair and would like a full refund.Ex of shady practices: They claim to cover electrical systems but all electrical components seem to be excluded. Same with plumbing.Thus far they have found bogus reasons to deny claims and even when they agree the item is not covered they are refusing to fix and repair as they advertise.  This is a total scam.Thus far they have denied the following:Dishwasher is leaking: I was told it was covered but they refused to fix and repair as they advertised.  Instead they offered me $230 to buy out the claim for a dishwasher that cost $700  two years ago.Light socket broke: I was told Fixtures are not covered nor is wiringFan broker: I was told fixtures are not covered nor is wiringHad no hot water in shower: they diagnosed it over the phone as a valve in the wall, and I was told it was Not coveredSink stopper broke : I was told it was not coveredFaucet broke and leaking : I was told it was not coveredElectrical switch not working: I was told it was not coveredAll along I have paid a $45 service fee every time someone comes out .  Choice home warranty may claim that it costs them money to send reps out but two of them have told me that they only get the $45 I give them.  Also if multiple issues are discussed, ex. dishwasher and electrical, I paid two service calls on the same day and both claims were denied. So $90 for a 5 min diagnosis and denial. Reg the electrical issues it took over 3 weeks to get a rep to the home.  They kept assigning me the same rep in Miami, which is 70 miles away.  The rep refused to return my calls, likely due to the long distance for a $45 service call.  When I complained they reassigned me the same rep.  I was told they had no other reps in my area.  I was then told to take it upon myself to have someone: a) come out, b) diagnose the problem, c) have the tech wait before doing work and to call them to approve the work and the cost before it is done.  If denied I would be liable for the techs time while onsite and while on the phone with the warranty company.  Total sham.  This place should be shut down. Thank you in advance for your helpRegards,[redacted]

Dear [redacted],We regret to hear your frustration.  Our policy states in Section F, Number 16 that “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost.”  Therefore the funds in the amount $110 that are being reimbursed back to you are...

at our cost.  Please note, that you accepted these funds on Julyy 3, 2017.  Please allow 30 days for process before the check is mailed out. We strive to provide the best customer experience therefore we will offer you a onetime free service call fee for your next 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 our web site at [redacted] Upon review of your claim for your refrigerator, we do see that the technician had placed the order for the parts and is waiting for them to come in.  We do see that we attempted to contact the technician to provide an update however we were not able to reach him.  We have contacted our authorization team and they are going to contact the technician for an ETA. Please note that CHW is not responsible for the time it takes for parts to be delivered. We do apologize that this had taken such a while to be fixed. CHW does regret your frustration with this claim however we are in 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 claim that you submitted for your refrigerator on 11/14/15, CHW did dispatch a technician to you on 11/15/15 at 10:33 am.  Per our policy it states that CHW does have two days to find you a provider and dispatch them to your home.  It also says that if it is a weekend or a holiday we would have 4 days to do so.  CHW did dispatch a tech to your home within 1 day therefore we were in compliance with our policy’s terms and conditions.  Please see Section below:Section C. SERVICE CALLS # 2. 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. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. If You should request Us to perform non-emergency service outside of normal business hours, You will be responsible for payment of additional fees and/or overtime charges.We do see that you have cancelled your policy and we do regret you chose that decision.  We also regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that this claim is not covered per our policy Section F. #12, all units must be properly maintained per the policy.  We do not see that there are any documentations that you have provided to show that the unit was properly maintained however we do see that CHW has offered and you have accepted the goodwill gesture of $125.00. Please feel free to send us any routine maintenance records that you might have and we will have our authorization department review them. Please send them to [email protected] and once they have been properly reviewed, we can contact you back.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW