Bass Services, Inc.

Dear [redacted],To accept the goodwill gesture of $200.00, please sign the paperwork that was emailed to you by our Consumer Advocates. Regards,CHW

Dear [redacted] We am sorry we weren't able to meet your needs. It appears that we did attempt to reassign the claim to get someone there. You chose to utilize the reimbursement option that we offer to our customers.We have also requested that a manager call you regarding your request for cancellation.  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

Complaint: [redacted]
I am rejecting this response because:I have paid a year for home warranty protection. If part is under warranty, then I feel the home warranty should be responsible for cost of labor. The weather temperature is unbearable in my home. Thermostat will read 86 at times. 
I don't feel a semi elderly woman should sit in a home without an a/c during the summer.
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.  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

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

George Liadis,CHW is following our policy and we have done everything possible to provide you with a satisfactory outcome.  You have denied all of our offers to assist you with this claim and you still insist that we are a poor company.  We have offered you a refund of your policy, even though your policy has been cancelled by you.  We have offered to provide you with a goodwill gesture towards the repairs, even though they are not covered by the policy.Please provide us with how you would like us to assist you.  You contacted the Revdex.com to receive help from them and we are offering to help but you are not allowing us to do so and state that you are satisfied with the result.   We are willing to go against our policy and assist you with a claim that is not covered for a policy that is cancelled.  Again, we ask how can we be of help to you?Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: at no time was I offered any kind of settlement for the air conditioner of any sort nor did I reject any offer. Also I was told I wasn't getting a new ac because of lack of maintainence  which you all said you determined through a picture. Which the tech said that it wasn't from a lack of maintainence.
Regards,
[redacted]

[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!!

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. Upon review of your claim, the first claim that you did place for the door of the dishwasher was covered under a goodwill gesture.  The next claim that you have placed is not covered due to the latch.  Our policy does not cover this type of failure however, please feel free to contact the technician that did the repair and he might be able to assist. We do regret that this claim would not be covered under our policy.CHW

Complaint: [redacted]
I am rejecting this response because: due to the length of the ongoing complaint (from 31 May to today) and Choice warranty's lack of response to our request for a second opinion from a new hvac company to resolve the issue, I am not confident that this will be resolved. It has been 90 degrees and above with as high as 109 degrees humidity for the past 4 weeks. I have elderly parents and grandparents who resides with me and its a shame that our problem is still unresolved. Choice home warranty should pay a portion of the cost of a system that I am now forced to install due to that lack of assistance and the concern of my family. Its clear that their mission is NOT to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their valuable asset!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have a contract stating repair of an item not working properly. The item, a furnace, did not work until I had to pay the tech additional money. This is not repair of the household product, it is do as little as possible but claim somewhere in the contract there is an escape clause allowing for less than promised.Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:He is not listed on the Florida licensing website as having any licensing.  I am not going to confront a fraudulent man on this since you state you pre screen all contractors and obviously you do not. It is your obligation to your customers if you advertise licensed people to provide the license information upon request. As you continue to state you will not it admits guilt on your part as license information is public record. I feel a complete audit of your contractors and their licensing information needs to be completed and since the New Jersey consumer affairs already is monitoring you I will contact them to add this for their review. 
Regards,
[redacted]

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]

Dear [redacted],We regret to hear your frustration.  As previously stated, your claim is currently under review.  Once we receive an update, we will contact you with the results.  If you have any further questions or concerns please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm ESTRegards,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, we do see that CHW offered you a goodwill gesture on this claim in the amount of $400 to go towards the repairs.  We did base this off of the amount that the repairs were to cost you per the technician that was out to your home.  His diagnosis stated that the repairs would be $400 plus tax.We do regret that Sara was not able to contact you back right away however we are happy to see that we were able to assist you on this claim.CHW does regret your frustration with this claim however we are in 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 policy, we do see that your policy began with CHW on August 8th, you placed the claim for the well pump on 8/21/16. Per our authorization department it was stated that this failure takes time to happen and could not happen within the amount of time you have had your policy.  Therefore this would not be a covered claim.We do not cover failures that are pre-existing to the start date of the policy; please see Section A. Coverage #3 as well as Section F. Limitations of Liability #1.We do regret your frustration; however CHW is in full compliance with our policy. Thank you,CHW

Dear [redacted]We regret to hear your frustration.  Based on the claim that you placed, you advised that you home had a tile roof.  Per our policy, Section Letter E, Number 6, CHW only covers shake, shingles, and composition roofs (these are listed under our inclusions).  At...

this time, your roof does not qualify for the “Limited Roof Leak” coverage, therefore, we will remove it from your policy.  There will be no refunds credited as it was added to your policy as a courtesy.  As a goodwill gesture, we have added a onetime free service call fee to your policy that can be used on your next claim. 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 our web site at http://www.choicehomewarranty.com/user_agreement.php.
Could you please advise us of what claim you are referencing to so we can look into it and assist you? On all but 3 polices we do see that CHW has covered claims for you which were covered per the terms of our policy. However, we would like to know exactly what claim you are referencing to so we are able to assist.
We do look forward to assisting you and hearing back from you as soon as possible.
Regards,
CHW

The cost to repair the dryer wouldn’t be worth the actual dryer. As such, in accordance to the policy, CHW has opted to exercise the policy limitations of liability, which is relative to the claim. Section Letter F, Numbers 9 and 16 of the policy which states, “We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments…..” and “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance”.  Based on the diagnosis that was received the unit needed to have a new control board and wouldn’t be worth the repair.  Regards,CHW