Bass Services, Inc.

,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 had placed a claim on 04/06/15 for your oven and we did send out [redacted] Technology Repair to diagnosis your unit.  We were advised that due to the issues that have occurred, the best solution would be to replace the unit.  We offered you cash in lieu of repair as per our policy states. Section F. LIMITATIONS OF LIABILITY 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.You declined the offer and insisted on the unit being fixed.  The technician did state that this would most likely happen again and still was insistent on fixing that oven.  CHW did as you requested and we did have the tech do his best to fix the unit.  On 6/22/15, we did enter a new claim for your oven as you stated it was still doing the same thing.  Because our policy states that if a failure happens within the 30 days of the unit being fixed, that is when we will send out a technician at no cost but if it is after the 30 days, we do have to charge for the service call fee.  Please see Section: C. SERVICE CALLS 5. If service work performed under this contract should fail, then We will make the [redacted]essary repairs without an additional trade service call fee for a period of 90 days on parts and 30 days on labor.As a goodwill gesture, I have placed a onetime free service call fee on your policy but it will be for any future claims that you might have.  I am unable to place it towards this claim because it has been assigned to a technician already.  For any future claims, one free service call fee of $45 has been added to the policy.I do hope that the unit is fixed correctly and please check it before the 30 days that you have to file a claim again for this unit.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

Complaint: [redacted]
I am rejecting this response because:
technician told me exactly the opposite. He said that the spark plug is bad because its old, So he would order new spark plug to replace. There was not even a single bit of grease on my cooktop so its a total lie.
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 the claim was handled properly.  The drain pump was replaced four months ago and the washer was working. According to the recent diagnosis from the technician that the leak was a result of the drain hose falling and breaking fee and pulling the pump down is not normal wear and tear. Section Letter A, Number 2 of the policy indicates that CHW is responsible for repairs related to normal wear and tear. Also, you have indicated that your washer is defective. In accordance to the policy, section Letter F, Number 15, defective appliances aren’t covered under the policy.  It appears that you had an opportunity to speak with a representative at CHW and she attempted to explain to you the reason the claim was not covered and the refund policy but the call was disconnected. CHW wouldn’t want to lose any customers and considers everyone to be a valuable customer to CHW, however, if you would like to cancel, please refer to section Letter L, Number 4 of the policy and 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:
This business is a fraud they are flat out lying in several of there statements. They did tell me how the reimbursale worked but never sent me the form or told me I could print it from there site. They continually told me they were looking for a new contractor and never dispatched one. It was out of desperation and being cold that I contacted a contractor myself and paid out of pocket. They do not hold up to there contract and talk in circles to make you think they are actually helping you when there not. I hope something can be done if not for me for the other people who are gonna get RIPPED OFF by this company.
Regards,
[redacted]

Dear [redacted],We regret to hear your frustration and apologize for the any inconveniences this may have caused you. We have placed a onetime free service call fee onto your policy that can be used on your next claim. Please be advised that the technician has been continuously...

trying to reach out to you, but was unsuccessful.  Please reach out to Appliance and TV Pros at ###-###-#### to schedule your follow appointment.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
The service provider they sent out never stepped foot under my home. The plastic that covered the duct work is in tact and the duct work can't be seen unless you pull that said plastic insulation down. So this then means no animal damage was done. Thus also means fraud has been committed by saying something was done when it wasn't.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:We will NEVER use CHOICE Home Warranty again and will make sure all of friends know. I, the customer should NOT be held accountable for not being notified of a leak. We bought the warranty in April. AC unit DID NOT quite working till June. If there was truly a bad leak, why did it take till JUNE for the unit to stop working? Makes NO sense to me.  Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: One of the worst company which I never saw.Lot of bad reviews.I don't want to accept they are offering.I want to give Revdex.com a negative review for your records.May be If I can save some of the customers not going to Choice warranty,I feel I won.
Regards,
[redacted]

Dear [redacted],Upon review of your policy, it shows that CHW has provided you with a refund of the paid policy.  CHW’s policy does state that we do not cover failures that are caused by a pre-existing issue.  The failures that happened to the unit could not have happened within the time frame of the policy.We do regret the frustration of your claim however CHW is in full compliance with the terms and conditions of the policy.Due to the fact that we have provided back the funds, there would not be anything that we can do for this claim.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]
* We apologize that you are having this issue and we will ensure your name is removed immediately.  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]   It appears that you and CHW have worked on a mutual agreement in which CHW will pay you $150 upon the return of the signed agreement that was sent to you. If you have any questions regarding this, please call the customer service team at CHW 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 misunderstanding of our policy.  The service call fee is the “diagnosis fee” that you pay to the technician – whether or not your claim is covered – the service call must be paid.  Along with this response, please find your policy attached.  Each system, unit, or appliance does have a coverage cap.  You will not find any home warranty company who has blanket coverage in their policy. In regards to #[redacted] – This claim has been considered approved and settled as of 12/15/2016.  This coverage reached its cap of $500.00.  These funds were authorized and paid to the technician [redacted], ###-###-####.  Per our policy, Section Letter D, Number 8, CHW “…will pay no more than $500 per contract term…”No further action will be taken in regards to this claim. In regards to #[redacted] – You were already reimbursed $200.00 for this claim.  This check was cleared on 5/9/2017.No further action will be taken in regards to this claim. In regards to #[redacted] – Thank you for the attachment, we have submitted your invoice to our Authorizations Department for review.  Once we review the invoice, we will contact you. Regards,CHW

Mr. [redacted],We will be happy to go over any questions that you should have, kindly call our customer service department at [redacted]. 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 our web site at [redacted]Upon review of your claim for your refrigerator, we do see that it was originally a partial covered claim due to secondary damage and it was advised to us that the unit needed a control board and an inverter.  It did turn out that the part that you were charged for was not needed and therefore we have provided you with a return label to send the part back, once it is back we will be able to refund you the money that you paid for the part.We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policy. Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:It is impossible to know everything that might not be in impeccable working condition in a 15 year old house when putting a home warranty in place. I thought this was why home warranty's existed. To protect you against that unknowns of things that break in your home. The Choice Home Warranty is worded in a manner that gives them an out to not cover anything they choose not to repair. If I knew nothing was going to break down why would I need a home warranty? I believe Choice Home Warranty utilizes unethical business practices to take peoples money giving them the belief of stated 'peace of mind' with little to no intent of actually paying for covered repairs.While on hold attempting to get authorization to get my AC repaired it was stated many times, over and over, "Sooner or later Everything wears out", "Nothing lasts forever", and "We do everything we can to help you get back on track". I see these statement as nothing but empty, misleading promises.I want to have my AC fixed.
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]Upon review of your policy, we do see that all the claims that you have placed with CHW have been covered by our policy.  We do see that you signed up for another 3 years with our company as well.In reference to this claim for the Air Conditioning system, we see that the unit was not covered due to the failures that showed a lack of proper routine maintenance.  We do ask that if you have proof of maintenance from the technician to provide us with this information and we will place the claim back with our authorization team.  By providing the records of routine maintenance could help with the overturn of the claim.The technician advised us that the unit had a bad compressor; it was burned out a bad condenser fan motor.  The CAP was extremely swollen and ready to explode, the CAP seems to have caused the motor and compressors fail.  It was explained that if there was preventive maintenance done to this unit, then the unit would not have failed.We do see that CHW offered and you have accepted a goodwill gesture of $500 towards this claim.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 http:[redacted]Upon review of your claim, we do see that CHW offered you a buyout for the washer claim that you submitted and you accepted the amount of $300 to go towards the unit.  Per our policy Section F. Limitation of Liability #16 states that “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.”CHW does regret your frustration with this claim however we are in compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:they were totally misleading the consumer who was not made aware of being penalized for the work that had already been performed.
totally unfair and unacceptable as well.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Yes, I see you have an exclusion in the contract but why does a customer have to read the exclusion clause to find out you really don't cover the entire heating and air conditioning system just because it has a zone control, it was a matter of trusting what your sales people said when they sold me the insurance, verbally telling me the entire system was covered and failed to mention my system is excluded simply because it has zone control. That zone control board does not cost anywhere near what a new motor would cost to install if it were to go out, yet you are excluding my whole heating system from be covered because of a simple control board. You can repeat your exclusion clause all you want but the fact still remains, it was NOT MENTIONED when you sold me the policy and I specifically asked the sales rep about my system. I have bought the control board directly from a wholesale distributor for $187, it is going to cost 1 to 2 hours labor ($80hr) to have it installed, total of approx $267 to $347. If you will not pay for it, my next step is to file a suit law against your company in Small Claims Court, and believe me I will. I have read many complaints against your company on the Internet and they all say the same thing, you make every excuse not to pay customer claims, just the opposite of what you say when you sell the insurance and assure customers of having peace of mind and not having to worry about any major cost of repairing their appliances, what a crock of lies and deception! It is obvious you deny a large number of claims and there are hundreds of them on the Internet.  With the amount of complaints I have read across the country, I believe it would be well worth it for a law firm to start a Class Action law suit against your deceptive sales pitches that are seldom lived up to. I am going to give you one last chance, and it would be wise to pay my small claim now or pay more when I take you to court, it's your decision!    
Regards,
[redacted]

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 because when my contract is up I will not be using the Choice services anymore. They aren't going to do anything anyway.
Regards,