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]   A review of the claims shows it was handled in accordance to the policy. The diagnosis that was received from the technician was that the heat exchanger was rusted and in accordance to the policy, section Letter F, Numbers 1 and 8, rust and corrosion aren’t covered. However, the heat exchanger was covered under the manufacturer’s warranty and section Letter F, Number 15 of the policy indicates that CHW is not responsible for repairs that are covered under the manufacturer’s warranty. CHW provided you with the contact information for the manufacturer as well as your model and serial number to reach out regarding the repair. You made a request to cancel the policy and although it was after 30 days and you weren’t entitled to a full refund, in the interest of customer service, you were provided with a full refund which was credited to the card on file on 10/31/16 in the amount of $375.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards,

Dear [redacted] In review of this claim, the parts have been delivered as of April 21, 2017.  If you have any further issues or concerns, please contact the technician directly at [redacted] ###-###-#### We regret to hear your frustration; as a goodwill gesture, kindly accept our offer for a one time free service call fee for your next claim. If you would like to accept this offer, you can contact us directly at ###-###-#### Monday –Friday 8am-8pm EST or Saturday and Sunday 9am-5:30pm EST Regards, CHW

Complaint: [redacted]
I am rejecting this response because:If the unit leaked 10 pounds of Freon from 03/15/2016 to 03/23/2016. It should have leaked 10 pounds of Freon from 03/23/2016 to 04/07/2016. My A/C/ is operating fine since the 2nd trip out by [redacted] HVAC. I want the $562.90 which I have paid in full to [redacted] HVAC your service provider for the 10 pounds of Freon in which the initial tech I believe allowed to leak out from improperly adding 2lbs of Freon the first visit to repair. I will accept contract cancellation if reimburst the cost I paid to [redacted] HVAC.
Regards,
[redacted]

Dear [redacted],We regret to hear your frustration and dissatisfaction with CHW. CHW does not condone unprofessional behavior from any employees or technicians.  We have advised the Director of Vendor Relations who will handle accordingly. Please be advised that [redacted]...

[redacted] has been assigned to your claim.  Please contact them at ###-###-#### to schedule an appointment. As a goodwill gesture, we have applied a onetime free service call fee onto your policy. Regards,CHW

Dear Sarah [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 has been determined that your claim was processed in accordance to the policy. The policy states in section Letter D, Number 4 that leak detection tests are not covered.   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 told on the phone when I called and he said he pulled it up and the guy said , Only cover Wear & Tear on the tank. Is that not Wear & Tear. I even asked for copy of Contract that I sign when I purchase the home warranty. He said he could not provide me with that information. 
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 .  Upon review of your claim, we do see that the issue was a pipe fell down the drain causing stoppage.  We were not able to provide coverage for this as this isn’t normal wear and tear of the piping as well as improper installation both of which are not covered under our policy.As per the technician, we do apologize and we have placed an investigation on him for this to not happen to any other customer that we have.  Unfortenelty, CHW is not responsible for the technicians negligence and he shouls have waited to proceed with any repairs before he opened up a part of the wall but since he didn’t and we cannot provide coverage, you would have to speak to him or that company Bergen Drain to have them assist you with the reimbursement of the funds you spent due to their technician.Please see Section F. Limitations of Liability # 19.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

ah, Per our policy Section L. Cancellations it states that if you chose to break the contact with CHW, you will be charged a $50 cancellation fee per property.  Out of good faith CHW is going to offer you a full refund of the money that you paid for the policies in full. You have paid $1665.00 as you stated and CHW is agreeing to offer this back to you.We will proceed with the cancellation per your request and a full refund will be processed.Respectfully,CHW

Complaint: [redacted]
I am rejecting this response because:
For one thing, I accepted the $400 on May 12, and the woman promised a check would be mailed within 30 days.  To now say I have to take another affirmative step to get the money is reprehensible.  Send me my $400 immediately, and I will consider the matter done.  I will NOT wait longer.  I expect the money by June 12 and not a day later.You people are a scammer and rip off company, but I need the $400 and I am well aware you'll never pay out anything else.  I want the $400 in hand before I end this Revdex.com complaint, as it is my only hope of even getting th emoney, as from what I read you never pay out despite promises to do so.  The woman told me the money would be mailed, and the 30 days started on 5/12.  Honor that.  Send me a check 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: your a/c man said that all coils hold water and rust over period of time and he even said that no matter what you do they will rust. Further more the hot water heater situation also was handle wrong and your guy would not even come out to look at it and if I remember hot water heater going out is consider an emergency job no matter what time of day or night. Then with the a/c going out you find a reason not to cover it with some kinda statement of mis use of equipment and rust shock it will rust no matter what you do to it. Would like at this time to just be reimbursed my full money that I paid for the policy and go my desperate ways guess that's what you get for trying to trust a salesman that told me when I signed up that everything would be covered all I pay is my call out fee. Just lost all trust and guess they will not refund me and will come up with some excuse as to why they don't have to. 
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 policy with CHW we do see that you have been a customer of ours since 2011 and CHW has assisted you with $1870.17 in authorized claims.  Upon review of your AC system, it shows in the diagnosis that both of the units are dirty, lacking maintenance and showing restricted air flow, this will cause the other components within the completed system to fail. The control board on the furnace has failed due to the lack of proper routine maintenance. We received one invoice that you provided to show routine maintenance and on that one invoice it shows that the unit was cleaned in December 2015, the units were low on Freon and having to add the Freon.  By adding Freon to a unit without repairs to make it stop leaking causes damage to the components.  Per our policy, Section F. Limitations of Liability #12 states that all units must be properly maintained per the manufactures specifications.  Providing one invoice does not show routine maintenance and this record does not show proper maintenance was done.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

This has been resolved CHW and I have come to an agreement

Dear [redacted]We regret to hear your frustration.  Please be advised that your unit was repairable, however, the parts needed to repair your unit are no longer available through our vendor.  Our policy states in Section Letter F, Number 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…”We offered you $350.00 which was our cost for the part and labor.  You accepted this offer as of 10/5/2017.  As a goodwill gesture we have placed a onetime free service call fee onto your policy. If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PMWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Records show that a determination has been made to offer you $220.00 for the repair. However, it appears that CHW hasn’t been able to successfully meet your needs and the goal is to be able to accommodate all customers. CHW can offer you a full refund of the policy that you have paid in the amount of $400. There will not be any administrative fees or pro rata refunds, instead a full refund in the amount of $400 with the signed agreement. Please call the customer service team if you would like to have this refund applied and the necessary documents will be sent to you for your review and signature.   Regards,   CHW

I am writing to close this case--CHW and I have agreed that a refund would best resolve this matter.  They have agreed to issue a refund.

*** *** We see that you have chosen to cancel your policy with CHW and we do see that when you signed up with our company you were provided the same 30 day grace period that all of our customers are provided to review the terms of the policy. Although it is stated in our policy that specific items are not covered, in reference to your refrigerator, CHW had provided you a check in the amount of $144.79 and we paid the technician along with the part.   We do see that as a goodwill gesture, CHW offered and provided you with 2 free months of coverage and covered a total of $418.91 in authorized claims.  Due to the fact that your policy is cancelled, you are a monthly customer which means that you would not be charged the administrative fee since you pay month to month, we are unable to process any refunds either. We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. CHW

Complaint: [redacted]
I am rejecting this...

response because:
I did not say there was a philip [redacted] working for the business I said the contract I received from Choice Home Warranty had that persons name on it, I have been in contact with this company about my 40.00 refund to be put back in my account and have not gotten any results, yes you company deducted 40.00 from my credit card, on April 25,2016 under contract#[redacted],again there is no philip [redacted] living at my home address, never heard of him , please resolve this matter asap and refund 40.00 back into my account.
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 shows that the claim was processed according to the policy. In order to diagnose the problem, access was needed, which was granted to the dispatched technician. The technician’s diagnosis provided to CHW was that there was a ¾ inch copper line that was leaking and that there was a pinhole causing the leak. There were also many spots and the pipe was oxidized and corroded. Section Letter F, Number 1 of the policy indicates that rust and corrosion are not covered.   CHW values all customers and doesn’t want to see any customers leave, however, if you would like to cancel the policy as indicated, please refer to section Letter L of the policy and 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]   Records indicate the agreement was sent to you via email on both 8/12/16 and 8/15/16 to the email address that is on file. It will allow a refund of $650.00 to be provided to you. The CHW is awaiting the return of the signed agreement. If you still haven’t received the agreement and need to verify your address or have the agreement mailed to you, please call the customer service team at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted],The policy you purchased does not include limited roof coverage and also our policy does not include a tile roof.We do regret your frustration, you are welcome to view the policy online at www.choicehomewarranty.com/useragreement and we have mailed you out another one.Thank you,CHW