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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we do see that CHW did approve to cover the claim as a goodwill gesture on 2/16/16.  We are very happy that we were able to assist you with this claim and do look forward to assisting you in future claims.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:  The crooked CHW has sent me a refund on contract of  only $65. This is supposedly based on the service  payment for electrical work of which they are only giving me $131.00 AFTER approving the complete work by Hiller at $334. I HAVE YET TO RECEIVE the paltry sum of $131.00 which CHW IMMEDIATELY took back from in their "repayment" of my ADVANCE payment of a contract that I only had for 3 months!!, but PAID for NINE months! SHYSters and crooks and cheats! Do NOT ever pay these jerks, turn around and run run run!
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 as handled in accordance to the policy. The claim was placed on 7/22/16 and a technician was assigned on that day. Section Letter C, Number 2 which states “Upon request for service, We will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays….”. The technician advised that the coils needed to be cleaned. This is routine maintenance which is not covered under the policy section Letter F, Number 12 which states that “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”.   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 becausYou still have not provide me with proof of your diagnosis that the reason for the failure was only possible due to lack of maintenence  
Regards,
Keino [redacted]

Dear [redacted]We regret to hear your frustration. Based on the diagnosis that we received, it stated that the tank was leaking and needed to be replaced.  Per our policy, Section Letter D., Number 6, CHW does not cover the main, holding or storage tanks.Our Sr. Claims Specialist advised you of the outcome for the claim, in which you were not satisfied.  We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $250.00 towards the replacement. However in recent review of this policy, due to your dissatisfaction, you requested to cancel your policy as of 10/27/17.  Your refund in the amount of $681.95 is currently processing.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 one of the dual compressors failed and needed to be replaced.  Please note that your previous claim dating July 22, 2015 had the same diagnosis – this claim was not covered due to a lack of proper routine maintenance. In order for CHW to proceed with this current claim, you must provide a proof of repair for the previous claim.  Please submit the paid invoice to [email protected] for review.  Once we receive your proof of repair, we will update the claim accordingly and reach out to you with the outcome.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: Just as I stated in my complaint, the system had to be taken apart in order to see the coils and the technician did not take the system apart in order to do that, and I requested the pictures and no one has sent them to me yet.  And whoever wrote that response is only going by what they were told, I was here with the technician and I know for a fact that he did not take the system apart to even see the coils and I will continue to stand on what I know happened and what did no happen.  This company is flat out avoiding the truth.
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 our web site at [redacted]Upon review of your claim, it was explained to us that your water heater tank needed to be replaced due to the fact that the tank had rusted, creating a leak.  Per our policy, any failures that are from rust are not covered, Please see section F. #8 as well as F#1. Per our policy, if the tank has to be replaced, CHW would not be responsible for the replacement since we do not cover the main holding tanks.  CHW only is a holding vessel for the water, there isn’t a mechanical failure with the holding tank and the tank started to leak due to the rust which is not covered per our policy.We do regret your frustration however, CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Dear [redacted],In order to be a general appliance technician in the state of Maryland,  you do not need a license.  You do however need a license for electrical, plumbing, HVAC or work on home improvements projects.  TThank you, 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.]
I just want you to know that your company is the WORST EVER. I had a friend to call and try to set up an contract, the sales person clearly told her that they WILL REPLACE her unit with a better or equal. Which is a LIE!! And then when you get the warranty you throw "we are in the terms of your contract".  I would not recommend your company to my WORST ENEMY! I will blast you all over the internet to deter people from buying your contract. Your company talks with a double tongue.  The contract says one thing but the sales person says something else. I want to know where can I find a dryer for $300.00? Especially one that is equal or better than the one that I have. I hope you have a good day and I hope you sleep good at night knowing that your company is  [redacted]!! no reply is warranted from you!!

Complaint: [redacted]
I am rejecting this response because:
I still had to pay 900.00 for my ac and that was cover part. I had problems with this agency ever since I sign with them 6 months in there contract. I'm tired of walking on thin ice with them. Why have a warranty when nothing is cover. The compressor is the heart of the air conditioner. So I don't want a good will gesture. I want stuff covered when it's says in the rules in the rules to be cover, I have tunes up by a license professional this is bull, this company, is taking my money. Please help! I want the 900 that I paid for the A/C And I would like a prorated amount left for the months left of the contract because I'm done with this business! Please help me with this! Because this business is going to say oh that's not cover or oh we can't do that! And I'm not fighting with them anymore! 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because it was not pre-existing the technician came out the first time and said it was a wiring he fixed it and work for a day came back out again and then he said it was a pre- existing which is not true if you wasn't preexisting the first time he came out how is it going to be preexisting   the second time around few days later? 
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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim for your Air Conditioning System it was stated by the technician that the unit was missing all of it Freon and it holds about 8 lbs. there was a visible leak on the condenser coil, the compressor had open windings because of this and the technician stated that the unit had lacked proper maintenance. We understand that you have not owned the home longer than 6 months but that still does not change the fact that the unit had a known or unknown issue that lacked the proper routine maintenance that it needed.  Per Section F. Limitations of Liability #12 states that CHW does not cover failures due to a lack of proper routine maintenance..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

Complaint: [redacted]
I am rejecting this response because: contractor lied to me from the very beginning about leaking Freon in line would burn up thermostat.  other ac people I spoke to said he s crazy and crook other said thatto go check for leaks when he said its the thermostat over the phone the day before, sounds like he was up to good and that warranty co was probably in on it too because when I call  baqck kto choice about fan still not shutting off, which was the orginal problem they ask me if I had someone to check for leak in Freon line?  other ac guys said that has nothing to do with fan not turning off,  warranty co using that made up story by contractor to get out of paying for anything. and other contractors said that's why they want use home warranty co s
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
This information is false the technician or representative called while I was on the phone with CHW and I could not connect with them but immediately after the call I called them back and got no response. This happened approximately12 noon on 8/24/17. No message was left on my voicemail nor was a text even sent to me. I had not received anymore contact from either CHW or contractor until I made this complaint. On 8/25/17 I reached out to CHW wanting to speak with a supervisor. They were basically playing the blame game on contractor I told them they are as much at fault as contractor for neglecting to reach out to me letting me what is going on. The call then went dead and now contractor conveniently left me a voice message and text today. Because I am working I responded back to the technician via text and have yet to hear from him.
Regards,
[redacted]

[redacted] We do understand your frustration however CHW is not responsible for the negligence of the technicians. If you have any issues with the technicians you are welcome to contact them.  Per the policy, you are to ensure that all units are properly maintained.  CHW will provide a tech to repair or replace if a claim is covered, we do not provide one to maintain. Thank you, CHW

Dear [redacted] We regret to hear your frustration.  Please understand that your toilet had a new issue, therefore, it is required that a new claim is placed.  As a goodwill gesture, we have applied a onetime free service call fee onto your policy.  You may use this...

for your new toilet claim. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:  your manager first offered $179, then increased it to $230, then afterwards offered a choice of two replacement dishwashers.  The first is a [redacted], retailing for $269, has had reviews stating, "Doesn't clean simplest grime", "Does not clean dishes at all", Dishwasher was terrible", "I can hand clean better than this junk". The [redacted] offered, retailing for $278, has reviews stating, "Got a lemon", "I hope it dies quickly", Didn't work out of the box".  I contacted [redacted] to get information on the equivalent model that I have.  The [redacted] retails for $749 with sale prices in the $629-$649 range.  Your manager also told me that if Choice did replace the motor in my current machine, this appliance would no longer be covered by their warranty!  Thte blurb while on hold with Choice specifically mentions dishwashers as being one of the common applicances that are covered What happened to their Bolded Statement on their website Homepage stating, "Never Pay for Covered Home Repairs Again."?  I hardly think that any of Choice Home Warranty's offers is a viable quality customer service option.  I respectfully request a full refund of my $528 and cancellation of my contract and be done with it.
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. You have placed 5 claims with Choice Home Warranty, in which 4 claims have been approved. A review of the last claim shows that the claim was processed in accordance with the policy. The diagnosis that was provided states that the bathroom sink was improperly installed due to having rubber fitting instead of PVC, which caused the leak and that the sink faucet was leaking.  Section Letter F, Number 11, in the policy states that we are not responsible for failures that are due to improper installations.  Section Letter D, Number 8 of the policy states that we do not cover “faucets.”You state that you had to pay “$60 for them to tell me it wasn’t covered.”  Section Letter C, Number 4 of the policy states “You will pay a $60 trade service call fee (“Service Fee”) per claim …. The Service Fee is for each visit by Our approved Service Provider…”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 In Network failed to do proper diagnose to justify that the failure was cause by moderate build up which caused by lack of maintenance. There is no procedure AT ALL that was done by the technician in order for him to justify or prove that there was a build up. Your technician spent less than 5 minutes in my attic with me, he took a photo of the tank's label and did NOT even touch the Valve and did NOT even Look thru the burner. How can he prove it was caused by lack of maintenance? I had ANOTHER technician today the 2nd technician I hired to check and verify the real cause of the heater problem. He took the burner out and checked the valve's condition. The inside was CLEAN no build up was found. Diagnose was to replace the valve but a unit replacement is still recommended because the water heater unit is ALREADY 10 years old. it has served its purpose. My 2 technicians have the same diagnose. 
Regards,
[redacted]