Bass Services, Inc.

Dear [redacted]We regret to hear your frustration, however, your prorated refund is accurate.  Please be advised that the amount of authorized claims, months used, and the $50 administrative fee are all deducted from the amount you paid for your policy. Your check in the amount of $1,291.64 was mailed out on 10/10/17; please allow 7-10 business days from that date for delivery. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
When we bought the policy, it was made clear to the Salesperson NATHAN, he sold it knowing the square footage of the house and knowing the number of ac units, we have not made any addition to our house since the policy start date.  Also that info is PUBLIC on City of Phoenix website out and open. Also being it a FIRST A/C unit complaint, the claim was denied.  We paid out of our pocket since it was Saturday 115 F temperature, when the technician came and waited for almost 45 min for authorization.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The problem was fixed by a contractor that I had to hire because of the deceitful practices of CHW. A whole 10 days of without air conditioner in the peak of summer because of the run around that we got from them after 30+ phone calls and at least 10+ hours of holding to speak with a representative. The contractor (AKS) who was sent by CHW to work on this was not able to fix the problem. The second contractor who came in diagnosed the problem and CHW immediately denied it on the premise of the fact that the circuit board was bad. We do not know if this was intentionally fixed up by CHW in order to deny the claim or not. Eventually the diagnosis was the motor so the whole logic behind not fixing the problem because it was a circuit board issue not covered by CHW is completely disingenuous. You would think after getting a judgment handed down in the past by the Attorney General a company would change its fraudulent and deceitful practice, but unfortunately it has not. At this time if the company does not settle this claim and reimburse the expenses of the repair we would be forced to take this through the legal process. Additionally, we are in the process of gathering data which might cause us to believe that we are not the only potential plaintiff in this kind of a situation. We are seeking legal counsel on this matter and will be back with our response soon. 
Sincerely,
Dr. Dipanjan Nag

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 the technician came to your home and you have stated that he did not return and misdiagnosed the issue.  We do understand the frustration with this however per our policy; CHW is not responsible for the negligence of the technician. This is stated in Section F. #19. We do see that you were provided with 2 free service call fee’s that equal the amount of $90 and we are providing you with $200 for the repair.CHW does not reimburse for the service call fee that you paid for a different technician again we do see that the manager did provide you with the free service call fees that would assist for future claims.Please also note that if CHW does reimburse, it would be at our rates as stated in the policy.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 unaware of the existing condition. I did not buy this house new and some of the appliance are old. Unless you do a inspection there could be many "pre existing" problems. I have been using the washer for well over a year and I was using it during the 30 day period. Do you not cover the basket or how long till you do? Baskets do get wrap over a long period of time (5 years). Does that mean I have to have your service for at least 5 years for your company to cover it.  Thank you for taking my $100 and provide me with no service but you should have a longer wait time before customers can actually use there plan or do a home inspection to ensure home owners appliance are in good working condition. Not all home owners are competent people when it comes to Washer and Dryers so how can home owners be help responsible for determining if a appliance if is proper working condition? There is a reason why we rely on inspectors to ensure quality of work in various fields.  I think your company is a giant scam and you use home owners incompetence to your advantage. You might as well start selling "lemon" cars and say well you should have looked inside the engine and check the gaskets before you bought the car when someone returns the car due to bad gaskets.  Long story short your a warranty company that did not upheld your obligation because I was unaware my working washer at time of purchase had a flaw because I know nothing about washers.  I will not be satisfied until you return all my money that I paid for the warranty and the cost of the inspection. So $145
Regards,
[redacted]

Dear Allan [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 you had requested to cancel.  CHW did cancel the policy and we did deduct the amount of the goodwill gesture that we were going to send to you but since you cancelled you would not receive this amount.  We did refund your credit card to reflect the $531.21 that we had taken out originally.  Your refund is now correct as you had paid us $1875.00 minus the $50 administrative fee of $50 and had the policy for 5 months comes to a total of $1616.65 that has been provided back onto your credit card for you.We do apologize for the mistake; you will see the refund on your credit card in a couple of days.Best regards,CHW

[redacted],I do apologize that you are unhappy with the policy that you signed up for.  Unfortunately, the $180.00 that we were going to offer you was a goodwill gesture but you chose to cancel your policy therefore giving up the $180 as it was advised to you on 5/25/15 by Stephanie of whom you had spoken with.  Per our policy, Section L. Cancellations, if you chose to cancel your policy therefore we gave you a pro-rated refund also you were charged the $50 administration fee.  Please see last page of policy or you can see it online at www.choicehomewarranty.com/useragreement.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.You did not incur any fees from CHW, if you were to have been given the goodwill gesture it would have been taken out of the refund that you would have received.  Your refund of your policy was $666.00, if you had received the goodwill gesture that we were offering you at the time you had your policy, you would have received a refund of $652.00.Once again Ms. [redacted], we are very sorry for any frustration that this has caused.  CHW has followed all the rules of the policy and we are in full compliance of the policy and regulations.  We are unable to refund any other monies to you because your policy has ended and you have already received the refund for the 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. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that out of the system had leaked out 3lbs of Freon, due to the rusted evaporator coil.  Per our policy, Section Letter F, Number 1, CHW is not liable for repair of conditions caused by “…rust or corrosion…”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. You spoke with Customer Solutions Specialist who attempted to assist you by offering to sell an evaporator coil at a discounted rate, however you declined as you insisted on cancelling your policy. Per our policy, you are not entitled to a full refunds.  Please Section Letter L of Cancellations: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.Per your request, your policy has been cancelled and your refund is processing.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:
At NO time during any of the calls I have had with their representatives did CHW ask me to provide maintenance records.  If they review the recordings of the calls they can confirm this. My claim was denied outright each time for "improper maintenance" and I was told that was the final decision.  The licensd technician that CHW sent to my home and that diagnosed my problem also agreed that this was not due to improper maintenance and that it was normal wear and tear.  The fact that that they claim that it was low on freon due to a leak in the coil proves improper maintenance is comical at best.   I have since had another company come and look at my system and they to found the coil to be clean and that the leak was NOT DUE TO IMPROPER MAINTENANCE.  I cancelled my policy because of the inflexibility of the company and have contacted the NJ Attorney General regarding their business practices.  See reference below[redacted]
Regards,
[redacted]

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

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

Dear [redacted]The first claim that you had with CHW for your Refrigerator was not a covered claim.  CHW offered to provide a goodwill gesture by providing half of the cost of the repair.  This claim would not have been a covered repair at all.The second claim that you had with us for your garage door opener, the parts were no longer available.  Per our policy, Section F. Limitations of Liability # 9, “If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair”.  CHW did pay for the parts and the labor minus the service call fee for the claim. We do regret any and all frustration that you had with this policy and we do wish you best of luck.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:Choice Home Warranty section D, 16 states: "16. HWA GREEN (Total Plan & Basic Plan) INCLUDED: If a covered system or appliance (limited to Clothes Washer, Clothes Dryer, Refrigerator, Dishwasher, Heating System, and Water Heater) breaks down per Section I above and subject to all other contract inclusions, exclusions and limitations, and it can not be repaired, HWA will replace  the appliance with an ENERGY STAR qualified product (subject to availability, exclusions and limitations), one with similar and like features as existing appliance, except:"Choice Home Warranty did not offer a replacement but instead a cash offer of whole sale value which will always be lower than Market RETAIL value. I asked Choice to replace appliance but they stated they do not when section D, 16 states they do. With the amount issued of $400, I cannot replace with a similar appliance with similar features since the public does not have access to whole sale pricing.  
Regards,
[redacted]

Complaint: [redacted]I am not happy with the response I will be taking this a step father 
I am rejecting this response becaus
Regards,
[redacted]

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

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   A review of the notes on the policy has indicated that the CHW has attempted to reach you on 12/12/16, 12/14/16, and 12/15/16 with no success. There were messages left and emails sent as well to the email address on file. Please call the customer service team directly at ###-###-#### for assistance.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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 claim shows that the claim was handled properly. Section Letter F, Number 12 indicates that CHW is not responsible for repairs related to lack of proper routine maintenance. Based on the diagnosis received, the lack of proper routine maintenance on the system had caused for improper operating temperatures and excessive pressure which resulted in a Freon Leak. A representative from the cancellation team has attempted to reach you twice via telephone and after 2 rings the phone is hanging up. There was also an email sent on 8/7/16 to the email address on file. Please call the CHW team 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: The leek was in the coil, and the repair person knows that.   I watch him perform the test and he showed me the leek.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:According to Choice Home Warranty, my A/C system had not been serviced which is untrue. I have had a independent A/C service contractor come out and check the system. He advised me that, the only way my coils will freeze up is if the Furnace went out first. As I previously stated I purchased the home on 1 Feb 2015, and paid to have a complete inspection in the A/C system before purchase the home. MY A/C HAS BEEN PROPERLY MAINTAINED, SINCE I've been residing their.  Choice Home warranty are a bunch of scam artist that prey on unknowing homeowners about their checkered past with claims and now I now why.  The refrigerator claim was placed on 5/31/2016 and someone finally came out on 7/7/2016, and I paid the contractor his fee for coming out to fix the refrigerator and then 2 days later I receive a email stating you will not pay for the services, because I dropped your company due to dissatisfaction with the service I received and your inability to honor your contract with the consumer. You have the audacity to state even though their was a delay in responding to my claim for the refrigerator. I HAVE PAID MAY AND JUNE PREMIUM WITHOUT FAIL, BUT YOU SEND THE CONTRACTOR OUT IN JULY; 5 DAYS AFTER I CANCELLED YOUR SERVICE.  THINKING YOU WOULD ALEAST HONOR THE REFRIGERATOR, BUT A CROOK IS A CROOK.  Your company is the worst ever and I hope you get exactly what your headed for. Your contract states we pay for furnaces....my furnace broke and you would not pay.  My contract states you pay for refrigerator my it broke you don't pay.  Thank you for nothing[redacted]

Dear [redacted], 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 on 4/25/16, up placed a claim for your AC System.  Per the technician’s diagnosis he did not find a leak in the indoor coil, he did however find one in the outdoor coil which needed to have the leak in the heat pump valves. Per our technician Section D. Coverage #5 states that CHW does not cover failures due to valves. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],We regret to hear your frustration.  Our policy is available for public viewing on our website at www.choicehomewarranty.com, therefore, the policy was available for you to review before purchasing the policy.  In addition to that, upon the purchase of your policy, you were...

given 30 days to review.  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 evaporator coil was dirty and the blower motor was clogged.  These failures occurred from a lack of proper routine maintenance.  Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel your policy.  Per your request, your policy has been cancelled as of June 25, 2017.  Please see our policy in Section Letter L of Cancellations, as there is an administrative of $50 due upon cancellations.  Although you were only entitled to a pro-rated refund, we have honored your request and processed a full refund in the amount of $400.If you have any further questions or concerns, please contact us 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