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] Upon review of your claim, we do see that this claim was not covered because there was fire damage and per the policy CHW does not cover failures due to fire.  Also, per the policy we do not cover the actual tank.  If your tank has to be replaced, this would not be covered by our policy.  This is stated in Section D. Coverage #6.All customers are provided 30 days prior to the coverage start date to review the terms and conditions of the policy. They are able to cancel their policy if they do not agree with the terms within those 30 days for a full refund. We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. All of our best,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 this claim, we do see that CHW had provided you with the funds in lieu of repair as stated in section F. Limitations of Liability # 16 of our policy.  The check was mailed to you and we also assisted you with an extra amount of $76.50 for the total amount that you paid to us of $276.50 as a full refund.We do regret your frustration however; CHW is in full compliance with the terms and conditions of the policy.Sincerely,CHW

Dear                         ,   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].   After reviewing your account and in the interest of customer service, we would be happy to speak with you regarding a refund of your policy. Please call our customer service team directly at [redacted]
*   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 service was inadequate I am sending you this notice to request cancellation of my home owners insurance with immediate effect. You do not treat new customer like this I requested a service nothing was done. I was also was overcharged by [redacted] when I first purchased your home owners insurance it was supposed to be $375.00 your representative [redacted] charged me $1,050.00 your company is very unprofessional company. I expect a full refund of 375.00 plus the $45.00 service fee. I look forward to you reply and a resolution to my problem  
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 it appears that your claim was processed in accordance to the policy. Section Letter D, Number 6 of the policy indicates that tanks are not covered.  Your cancellation was also processed accordingly. The policy indicates in section Letter L, Number 4 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 HWA.   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 heat system was working.. the entire heat system did not fail.. obviously because the entire thing does not have to be replaced. The fan stopped running and the defrost switch stopped giving power.. which when I spoke to the technician that DIAGNOSED the system stated it can fail at any time. The fact that my heat WAS working during that 30 days and then just stopped over night is the exact reason I decided to call the home warranty company. Just because the system didn't fail in that 30 days does not mean it was not working. It stopped working when it did which is when I made the claim. This company is a SCAM, if you believe the system was not running then you should have given a home inspection during that time. I had a home inspection done when I bought the house and everything was working properly. Nowhere in the contract does it state the time frames it takes for a specific part of a system to fail; which is a failure on your end of the contract. I would love a refund of the money I have paid to your company. However, I will still be making sure legal gets into this problem to make sure you cannot scam anybody else out of their money.
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. After review of the records/invoices that you had sent into our office, we have paid the CAP amount to the technician of $500 towards the repair of the pool.  We have been reaching out to you to advise you that you would owe the reminder of the funds to the technician in the amount of $33.60 plus the service call fee of $45.00.Please kindly contact us at ###-###-####, if you have any questions or concerns.  If you would still like to cancel the policy, please call to speak with our cancellation team.We do regret your frustration and do hope that your next claim with us is not as difficult.Regards,CHW

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

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

Complaint: [redacted]
I am rejecting this response because:I was called by the representative, she said that she would call me back, but I did not receive a call back or a message left.  She told me in order to get this fixed I had to clear up the compliant on the Revdex.com.  I told her I would, but I have not received any kind of response or refund for the product.As soon as I receive a written confirmation that they are to cancel and refund then I will resolve this complaint.
Regards,
[redacted]

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.We have requested that the part that has failed again be replaced, you will be contacted by a technician for him to come out and replace this part for you again.  There will not be a service call fee, this is what we would call a “recall” and he should not expect any funds from you.  We do apologize that this part has failed again and do hope that we can resolve this issue for you.Please feel free to contact our customer service department for any additional questions.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 policy, we do see that it has expired but when the policy was active you had placed 2 claims.
1. AC claim that was not a covered claim due to the failure that the unit had. Per the technician’s diagnosis, the failure was caused by the condenser coils being dirty and needs to be cleaned and the orifice on the evaporator coil was clogged up and needs to be replaced. These are maintenance issues. You stated that you recently had maintenance done on your unit, if that was the case, this unit would not have failed due to the reasons stated.
2. The second claim that you placed was for the Limited Roof Leak Coverage claim. Once the technician was able to diagnose the roof, he advised CHW that the roof was flat. Please review Section E. #6 as it states that we do not cover a flat roof.
We do regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our policy.
Regards,
CHW

Dear [redacted],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 for your washer, it shows that the unit was making a loud noise and the spin basket was rusted out.  Per our policy, CHW does not cover any failures that are caused by rust or corrosion. Please see Section F. Limitations of Liability #1 as well as #8.Our policy states that we will replace or repair all covered items, this claim as we have explained is not a covered claim therefore we would not be responsible for replacement or repair.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards, CHW

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

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at [redacted]Upon review of your policy that began on 2/6/16, we see that you placed a claim for your washer on 2/18/16.  It was explained to us that the failures that your washer had (transmission leaking) were failing prior to the policy’s start date.  This failure could not have happened within the timeframe of the policy therefore the unit did not come into the policy in proper working order.  Per Section A. Coverage #3 states that all units must enter in proper working order as well as Section F. Limitations of Liability #1 state that CHW does not cover failures due to a known or unknown pre-existing condition. 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

Dear Mr. [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 shows us that the unit was recharged only but 7 weeks ago and it is now low 3 ½ pounds. The pictures that we received showed that the unit had a buildup of debris that restricted the air flow and retaining moisture around the condensing coil which did result in a leak as well as hanging and debris filled the control box within the furnace.Per our policy, Section F. Limitations of Liability #12, CHW does not cover failures that are a result of a lack of proper routine maintenance.  You are more than welcome to provide us with records showing that the unit had routine maintenance and our authorization department will be happy to re-open the claim for review. Please send the records to [redacted] 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 biggest issue, other than the fact you state this is not covered, is that CHW sent a contractor to me who claimed he replaced a motor, he did not, he replaced a capacitor.  When the temp in the house continued to go up, I called CHW.  The furst time I called, the CSR was kind enough to call the contractor; he told the CSR to tell me to keep it running, it could take a day since the motor was new.  The next day, same issue, I called CHW again, this time, I was told to call the contractor, which I did.  He yelled, saying I told you to keep ut running, it's hot outside, he pretty much told me to go away and hung up on me.  On the third day, I called again and a new contractor came the next day, told me the compressor was bad, there was NOT a new motor, just a new capacitor.  When CHW told me it wasn't covered because the coils were burned up, it lead me to believe if this would have been handled properly to begin with, perhaps nothing would have burned up...if it really is.  I was told by CHW this is between the first contractor and me.  They say they have no address on him, couldn't supply his license number...no info.  The only thing I have is his phone number and company name, which is not even listed.  Now, should I be upset????  You bet.  I have our local Sheriff's dept trying to find the first contractor.  As far as CHW's resolution, let uour conscience be your guide, you are the one who has to look at yourself in the mirror every day.
Regards,
[redacted]

I am rejecting this response because: first the comment that a 'few things were fried in the unit' was untrue as I was able to have it fixed with a simple fuse.  So with that first assessment being untrue the conclusion of a power surge and pre-existing condition become less credible.   What I really have issue with is the switching of the denial reasons.  First it was a power surge.  Then after that issue was disputed as to how they could possibly know that (I asked several techs who agreed that it could not be a diagnosis unless they had meters on the unit or saw the surge) and they simply could not defend it they change to pre-existing.   And the reason given to me was that an AC breakdown could not have happened in 6 days.   So the CAUSE is really NOT the issue it is time until it breaks?  Curious what if anything they would cover after 6 days given that rational.  But OK.  If that's your defense fine use it on day one or the next day.  Don't waste my time with denials based on causes (power surge).   Time is money.  My wife and daughter both have asthma which is aggravated by the humid warm condition created by the lack of AC and we have a two year old at home.  Don't appreciate the run around.Keep the money I want it on record of the poor handling of the claim.  Note also I was offered a full refund by Choice if I agreed not to complain.

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

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

Complaint: [redacted]
I have a copy of the invoice submitted to Choice, he was our hire since we had not heard from them from Saturday until Monday morning.  He called to see if he could do the job since it was 100 degrees here at that time and it was the weekend of the Solar Eclipse and most offices were closed on Monday.  The invoice says nothing about wires on copper pipe.  I will email you a copy as soon as I can get a copy made.  I could not go into the office today due to Hurricane Irma being in SC.   Their recommended service company did not respond to a message we left asking for an appointment.   [redacted]

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