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 [redacted] Upon review of your policy, we show that you had tried to place a claim with us prior to your policy start date.  CHW does require a proof of repair before placing a second claim however we did not require you to do this, we did allow a technician to provide us with the diagnosis and per the diagnosis it was stated that the unit had a grounded compressor.  There was a common terminal on compressor that was shorting to ground and tripping the breaker. Per our inside technicians there are many ways that this can happen, there could have been an improper previous repair, there could have been a system blow out due to a power outage or the system could have lacked proper routine maintenance.  All of those failures are not covered per our policy. If you feel that the system did have the proper routine maintenance and not just repairs when needed, please send your maintenance records to [email protected] and we will review the records to ensure that they do meet the ACCA required maintenance. In regards to anyone being rude to you, we do apologize, CHW does not condone this type of behavior and we will review the call that took place. 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. Based on our records, your previous Air Conditioner claim was not covered.  Nonetheless, your current Air Conditioner claim has been reassigned to [redacted]  Please contact them at ###-###-#### to...

schedule an appointment.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 heating system, it was found that the heat exchanger cracked due to rust.  Per our policy, section F. Limitations of Liability #1 states that CHW does not cover failures due to rust.  It was also explained to us that the policy had only been in effect for 6 weeks, this type of failure could not have happened within 6 weeks of having the policy.  All units must enter the contract in proper working order.This is the only diagnosis that we received and it was confirmed with the technician at the time of your call on 1/13/16.  We also advised you that you could provide us with a second opinion and we would be happy to review, you chose to cancel your policy with us.  Due to you cancelling the policy, we are unable to provide any type of assistance. We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 upon receipt of a full refund as offered by Choice Home Warranty.  Until the refund is in my possession, my complaint is unresolved.  Thank you!!
Regards,
[redacted]

Dear [redacted],
Our policy just as any other policy has exclusions; we post our policy on our website for anyone to view. We also provide you with 30 days prior to the start date to review the terms and conditions before the policy starts to ensure that you understand the policy and accept it. Within this time you are to make sure that all units in the home are in proper working order.
Our policy does state that we do not cover wire tracing, it is not something that CHW will cover per the agreement.
We have all calls recorded and we will review the calls you have had with all of our staff. If there is any rude behavior, we will report the reps to our VP of Operations.
CHW’s policy states in Section Letter L. Cancellations that we will provide a pro-rated refund to you for the remaining months left of the policy, minus a $50 administrative fee and we deduct for any claims paid. This would leave you with no refund; however CHW is willing to provide you with a refund of the amount that was paid $440.00 minus the amount that we have paid $310.00 to provide a refund as a goodwill of $130.00.
If you accept this offer, please contact us and we will proceed to provide you with the necessary paperwork.
Regards,
CHW

Dear [redacted],We understand your urgency.  As stated previously, CHW nor the technician have control on when the parts ship out.  The technician can obtain a tracking number, only when the part has been mailed out.  You may contact the technician ** [redacted] at ###-###-#### for updates.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 claims shows that the claim was handled properly. CHW was able to make the decision on the outcome of the claim based on the photos that were received. The photos showed that the unit was full of dust and debris. This is something that will cause flame roll when the unit is not properly maintained and cleaned regularly and will also block the combustion. Section Letter F, Number 12 of the policy states, “We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement”.     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 processed according to the policy. The diagnosis that was provided to CHW was that there was a replacement needed for the air handled, fan motor and also the defrost fan motor on the heat pump as they were all not working. These failures are not something that would occur within 3 days of the policy. Per section Letter F, Number 1 of the policy, CHW is not responsible for repairs related to known or unknown preexisting conditions. As such, this wasn’t 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:Your response was 100%  inaccurate.   I spoke to the technician several times who confirmed the malfunction had nothing to do with Maintenence.  The visible problem was a leak but the cause was mechanical failure.  The leak was not in the holding tank.   The mechanical components broke/failed. Clearly that should be covered.  The technician offered to have a 3 way conversation confirming this diagnosis. He also explained Choice would never honor the claim.    Further, a second technician was never dispatched.     A common sense review of the thousands of Revdex.com complaints for this exact situation greatly confirm my complaint.  I paid for a service which you actually had no intention to deliver.   If stealing my $232 is your idea of a fiduciary business service, so be it.   I'm in sales myself and pride myself in going above and beyond for my clients.   Not the lowest common denominator.I signed up for Choice after years with another vendor with no problems.  Your plan was less expensive and the salesman promised quality service.  Obviously I bought in to the lie.   Either replace the unit as you should, return the $252, or continue this business practice  
Regards,
[redacted]

rOur 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 AC claim, we do see that the technician reported to us in his diagnosis that the failure to the unit was due to rust.  Per our policy Section F. Limitations of Liability #1 states that CHW will not cover the cost of repair for units that fail due to rust or corrosion.  We apologize for your frustration for this claim that was filed on 5/6/15.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

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 do apologize if there was anyone in our company that was rude to you in any way.  I will report this information to the VP of Operations and have the calls that were in the system listened to and the person or persons that were rude will be reprimanded.I do see that you were provided a credit to both of your policies and they are both cancelled.  An email did go out to your email on 9/21/15 advising you that your policies were no longer in effect.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:
You have false advertising.. Our unit was not out of compliance.. There is a difference in being out of compliance and being old.. Our unit was 16 years old, with a unit of that age there should be no expectation of typical wear and tear.. Our unit was in fantastic shape for the age, this is per the e pert that YOUR company sent to us!! YOUR COMPANY IS A JOKE AND SIMPLY OUT TO MAKE MONEY AND NOT MAKE REPAIRS!!
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 it was processed according to the policy. You reached out to us and stated that your septic system was backing up in your yard and you had already contacted a plumber and had the work repaired already.  Per our policy, Section Letter E, Number 2, it states that we only cover the backing up into home. Please note, that CHW did not approve this repair.  Per our policy, Section Letter C, Number 4, it states “We will not reimburse for services performed without prior approval.”Our Sr. Claims Specialist advised you the outcome of the claim, in which you were not satisfied.  As we strive to provide the best customer experience, we offered a goodwill gesture in the amount of $120 for assistance, in which you were satisfied and accepted.You advised us that you were going to have the entire system replaced. We advised you to submit an invoice of purchase so we can have documentation of your new in our system and would be able to possibly cover claims in the future. Please understand that this claim was a non-covered claim and the funds offered to you were given as a goodwill gesture.  Choice Home Warranty did not authorize the purchase of a new septic system.  Once again, please see our policy Section C, Number 4 that is quoted above.  You spoke with our Customer Solutions Specialist and requested to cancel your policy.At this time we are unable to move forward as per your request, this policy has been cancelled.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 whole "warranty" is a rip off and you know it. The "repair men" that your company uses are liars and con artists that told me one thing when they come to the home yet report different information to Choices claims dept. Last year, two sis pious looking men showed up to my home and no I did not answer the door out of fear. They did not have on uniforms nor drive a vehicle indicating they were a repair company and lacked any kind of professionalism. On the last claim, the repairman mentioned the element and some other part of the water heater failed. With this malfunction, the wires burned and it could have caught on fire. This water heater has been in working condition since I bought the home May 2015. He also mentioned that Choice will try to avoid paying for the claim based on the age of the water heater. He also predicted that I would have to go through "hell" to have this shady company pay for anything. The last claim from 5/2016 was denied based on lack of maintenance yet you have a copy of the receipt that shows when it was serviced, which by the way was less than 1 year ago. Proper maintence on a water heater is to have is flushed and components checked once a year.This janky company and rude employees will find any loop hole to avoid paying claims. I want nothing else to do with this company and after waiting on hold for over 60 minutes to speak to a claim manager on May 11,2016, I requested to cancel my policy. I hope this is also in your notes. I will continue to make it my personal mission to let as many people as possible know of my experience. Thank you for your response even though I was told by one of your representatives, Revdex.com complaints are none of your company's concern and that company's who do until Revdex.com "pay for ratings". 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The policy is supposed to cover electrics systems and electricity runs through wires so if my outlets do not work, how else is an electrician supposed to identify the problem without troubleshooting the wires? What else is there to check besides wires? Additionally, how can the plan cover repairs of the electrician cannot identify the problem? Now I'm left with having paid almost $500 for "coverage" that doesn't cover anything and now I have to pay $75 per hour out of my own pocket so the electrician can identify the problem. This is completely absurd and unacceptable. Your call center staff was INCREDIBLY rude to me, your customer, who is the reason you all even have jobs. If not for us, the consumer, you wouldn't be in business. I want this paid for or I want a full refund if my policy premium.
Regards,
[redacted]

Thank you for resolving this matter with our Manager Jose, he has advised me that this claim is resolved to a mutual agreement with your son.  Kindly close out the complaint as we have a mutual agreement in place.Thank you,CHW

Complaint: [redacted]I am rejecting this response because: I acquired this home in June 2015 through inheritance. Upon reviewing household bills required to upkeep home, I purchased this home warranty policy. As with any new or used home purchase, it is smart to acquire protection of items not covered by Home Owners policy. The first claim opened was for thermostat of my AIR CONDITIONER in August of 2015. The technician checked outside and inside pieces of the unit and stated the unit was fine. The technician reported his diagnosis and determined the thermostat was old and needed to be replaced. Choice has the documentation for the service call. As for this particular clam, I have a receipt that describes a malfunctioning compressor unit and the technician stated it was NOT from maintenance neglect. [redacted] is an accredited Revdex.com company and stand by their work. I asked the technician what the maintenance issues were that caused a rejection of my claim and there were non. The unit almost 20 years old so if there was no maintenance done on the unit, it would not have lasted this long. How can I produce maintenence records when I just acquired the home. Theyes have records of my service in August 2015 and that is all I have. I shouldn't have to pay for the air compressor going out. A
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Unfortunately, I do not have a copy of the maintanance records   because I did not realize that I was going to need proof as if I was in a court case for requested service..  However, my request was that there be a 3 way phone call from the AC service provider, a representative from CHW and myself and that was not addressed.  As I reviewed CHW complaints online, I have noticed that there were several in regard to declining claims for AC service.  I was really hoping that this would work out differently for me.  I hope that CHW will consider being more forthright or perhaps update training for your sales, personnel. This training should include the following communication to customers:  CHW will not repair AC compressors, regardless of what the AC technician reports. CHW will draw our own conclusions and we will decide. Customers are required to provide proof of maitainance for service to AC and any other appliances that you may decide.  I strongly disagree with this response. I am not sure that it will make a difference, since apparently, this response is common when it comes to AC. Still hot and very disappointed.
Regards,
[redacted]

Dear [redacted]Please provide us with the statement that shows that CHW has the funds, our billing department stated that they are still in dispute.  We do not have the money, the bank holds the money until the dispute is over.Please fax this information to ###-###-####.Thank you,Choice Home Warranty

Dear [redacted]We do regret your frustration with this claim however we do see that this issue has been resolved.  We show that you have accepted a goodwill gesture in the amount of $100 in a check from CHW.  This check was issued to you on 12/20/16 and will be sent out in 30 days from that date.We thank you for coming to a mutual solution with us and look forward to assisting you on future claims.  We have also documented the feedback in reference to the technician.Thank you again,CHW