Bass Services, Inc.

Dear [redacted]We regret to hear your frustration. Based on the diagnoses that we received from both our technician and your technician, your heating system is currently operating and suffers no mechanical failures.At this time, no further action will be taken as there are no failures...

reported. 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] Upon review of your claim, it shows that you placed a claim for your water heater and CHW provided you with a goodwill gesture of $500 towards the repair for the unit.  Per our policy, the actual tank is not something that is covered.If you would like to cancel your policy with CHW you can do so however the goodwill gesture that was provided to you will not be sent.  You would have to follow the policy guidelines of Section L. Cancellations and speak with our cancellation team.  Please feel free to contact us and we will provide you with a pro-rated refund of the policy per the terms.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Dear Dinesh [redacted],We do regret that you are upset and frustrated with this claim and the issue however the amount that we have offered to you was not to cover the claim as you stated; but as a goodwill gesture for the payment that you would make to the technician for the cost of the repair.Due to the fact that we do not have any other diagnosis and the policy has expired, we are not able to receive a second opinion.  We have to go off of what we had received from the technician that went to the home and provided us with the information.  If the part is rusted and that is where the leak is, even if it is normal rust that is something that our policy does not cover. Please review Section F. #1 as well as #8 that will advise you that our policy for this home warranty does not cover failures due to rust or corrosion. Please also note that CHW is not an insurance company and we do state this in our policy under section A. Coverage as well as in Section L cancellations. We are offering you $100 to help with the assistance for the claim and the service call fee is not a deposit for the work to be done, it is a service call fee that is paid to any technician that is dispatched to your home for a claim.  This charge is for the technician to provide us with a diagnosis of the claim.  It is stated in the policy in Section C. Service calls that you are to pay this directly to the technician; CHW does pay the remainder of the service call fee as well as the trip charge.  Also, please note that you do not have to use this technician since the claim was not covered by our company and you do not have a policy with us any longer, you can use the $100 towards any technician of your choosing. If you would like to accept our good faith offer, we will be happy to send the check directly to you.We have documented your expired policy with the offer that we have made and if you chose to accept it, please contact us.We appreciate your feedback and thank you for your response.Regards,CHW

[redacted]Your policy begins 30 days after you purchase it due to the fact that we expect all units to be in proper working order the date the policy begins.  This claim was not covered due to the fact that the failure was pre-existing to the start date of the policy. We apologize for any frustration but this is not a covered claim.  Thank you,CHW

[redacted], We understand that you are highly upset with this outcome, you did reject our offer of $300 and therefore we would like to offer to provide a settled claim.  We are requesting that a senior manager contact you and provide you with an agreement that we do believe you will be satisfied with. 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]   Upon review of your claim it appears that your claim was processed in accordance to the policy Section Letter F, Numbers 1 and 8. CHW is not responsible for repairs related to rust and corrosion.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],I do apologize, in your last response you stated that you had cancelled checks.  That was taken out of context mistakenly.  We do see that you have paid the technicians for the claim.CHW received the pictures and as discussed with you, the picture with the red paint was something that you advised us was a repair that the technician did to seal the unit for it not to leak.  This seal did not hold and is not a proper repair. Per our policy, Section F. Limitations of Liability #11 states that we do not cover failures from previous repairs.  We did inform you that we didn’t have the reason for the crack in the furnace and we do not consider this to be normal wear and tear.As a good faith effort to assist you and due to the fact that you disagree with the outcome of this claim, and do not agree with the terms of the policy; CHW is offering to provide you with a refund of the paid policy in the amount of $530.04.If you would like to accept this offer, please contact us at ###-###-#### and we will send you a release agreement to sign and once we receive that back, we will then provide you with a refund.Regards,CHW

Dear [redacted]We regret to hear your frustration and dissatisfaction with CHW.  Please note that your policy has been cancelled as of August 7, 2017 and your refund of $37.50 has been credited back to your credit card.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:The technician was assigned by the CHW, not me. Actually I called him many times but he didn't response at all. I didn't pay for the technician but the CHW. There is no reason for me to deal with him.The fire is actually electrical sparking, it didn't burn anything. I sent a picture to the technician, it clearly shows the sparking made by him. Otherwise there is no sign of fire.When I called CHW, the air conditioner is not working, that's it. That is it. There is nothing against the policy.
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 claim shows that the claim has been processed according to the policy.  The unit had a refrigerant leak due to a buildup of rust and corrosion. Section Letter F, Number 1 of the policy indicates that rust and corrosion aren’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:During the course of the phone call placed to the stellar customer service supervisor, I had stated that I felt that the unit was initially working when turned on. The unit was turned on and I left it to run during my 10hr work shift. Upon my return, it was discovered that the unit in question was not operating properly. My argument with the representative was that to the best of my knowledge it was working when initially turned on, but appears to have stopped working properly during my time away. It was further explained that due to the way their page was designed, I could not explain what was going on and did not clearly know how to answer the question. Unfortunately this could have all been avoided had I simply called a representative to explain what had gone on since their form does not allow for anything other than a date that the appliance was last working. However, even when calling in, the customer is placed on hold for horrendous wait times (32 minutes for their service agreement department before hanging up is ridiculous), hung up/disconnected numerous times, or simply given an attitude. Aside from my issue with their coverage, their customer service is absolutely terrible.
Regards,
[redacted]

Dear [redacted],The checks do take 30 business days from the date that it was authorized.  Also, if the policy has been cancelled it will automatically stop the check from dispensing.  I have requested that your policy be cancelled and that they will force the check through. You will still receive the check in 30 business days from the date it was authorized.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]   Upon review of your claim it appears that it was processed in accordance with the terms of the policy, section Letter D, Number 8 which states, that faucets, fixtures, cartridges, shower heads & shower arms are not covered under the terms of the policy. Based on the diagnosis that was submitted by the customers technician which is indicated on the invoice that was sent in to CHW the issue was with the faucets and cartridges. The invoice indicates “lav faucets no pressure due to Kohler cartridges” and “found left hand and right hand master bath faucets with very low water pressure due to restrictions of cartridges”. Based on the invoice sent in, this is not a covered claim. Additionally, section Letter C, Number 3 states that repairs that are completed without prior approval are not covered, however, this is not considered in this claim based on the diagnosis. The claim is one that wouldn’t be covered.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear John [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].   Please accept the apologies of CHW with the delay of the check that you agreed to. Your information has been escalated and a check will be sent to you for the amount due in accordance to the agreed upon amount of the buyout of the washing machine. Please allow 30 days to receive the funds. If you have any questions, 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],We do regret the frustration that this has caused you and have requested this be stopped by out IT department.  We have reported the issue with our IT department and will have all emails and calls to you be stopped. Respectfully,CHW

I have to say that I don’t have any document of service because out of this two years which I bought this house I lived here only less then a year. I work overseas in Afghanistan. They are just looking for excuses on how to rob people and cheat them. I leave this in GODs hand for them taking people’s money and then come up with stuff like why I don’t have any service records. When they take people money they don’t come out to check what they are insuring, because they know they are going to find something to reject people and they can’t do anything about it.

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. You reached out to CHW to inform them that there was a crack that had been placed in your cooktop. CHW advised that you will need to contact the technician directly regarding the crack.  Section Letter F, Number 19 of the policy states, “You agree that we are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages”. The claim for the cooktop was not covered based on lack of proper routine maintenance.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted], We do show that the amount of $443.52 has been credited to your policy as of 3/17/16; this did go back onto your credit card ending in [redacted] that had an expiration of 04/17.  If you would need further information please contact us and we would be happy to provide any further information that we have.  As stated this was credited to you on 3/17/16.   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, it shows that the failure of the unit was due to an improper installation, although this is not something that is covered under our policy we have authorized the technician to assist with the repairs.
We do 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:i refuse to keep going back and forth with this company. Yes I agreed to unit being installed ecausei wasn't aware of the difference between units. After unit was installed and heard how loud it wasi informed all parties involved that it wasn't what I wanted and not comparable to what we had. Nothing was done by Choice Home Warranty or contractor tocorrect the problem or even try to satisfy customer.I will never use this company or [redacted] again and thecustomer service provided was horrible by both parties.I want this advertised by the  Revdex.com andalso noted that no resolution was reached. 
Regards,
[redacted]