Bass Services, Inc.

Dear [redacted] [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.  This was a partially covered claim as CHW did cover the primary failure. Based on the diagnosis that we received, it stated that spin support failed causing the inner tub to spin off balance and cause secondary damage the outer tub. Per our policy, Section Letter F, Number 19, CHW is not liable for “…secondary damages…”Our Sr. Claims Specialist advised you about the outcome of the claim, our policy, and the out of pocket expense was $392.38.If the repair to your unit has already been completed and you are still having issues, please contact us directly at ###-###-#### to recall your claim to the technician.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:  Those statements are incorrect.  I did not state that my unit was not professionally inspected.  My husband did not know where the receipts for inspection and maintenance were kept.  Choice Home warranty sent someone out in 2015 and 2016 for my unit.  Not once those times did they say my unit was not maintained.  I provided receipts of maintenance and repairs for my unit to Choice Home Warranty and explained numerous times that my husband did not know where I kept the receipts.  They did not provide you this information in there documentation.  This company is scamming so many individuals.  Choice was contacted by me. August 15, 16, 26, 27, 29.  I emailed them my documentation and told them to go by was written and not stated.  They are doing there best to find any excuse not to replace my unit.  The technician from the air condition company also stated that they did not tell Choice that the unit was not properly maintained.  My husband called the company and was told that they are waiting on approval to fix the unit.  Why did choice send someone out to repair my unit twice and now won't pay for a replacement.  Please investigate this company you will find others experiencing the same thing.I did not say my unit was not professionally maintained.  Not once!!
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 the claim you placed in July, we do see that the diagnosis states that the unit was leaking water which is exclusion to the policy.  The second technician stated that it was leaking Freon and that there was a leak in the A Coils caused by rust.  Rust is exclusion to our policy for a failure; this is also a sign of a lack of proper routine maintenance.We had spoken to you on 11/17/15 again in regards to this claim and did provide you with a good will gesture of $250 for this non covered claim.  We do apologize that you are not happy with the good faith offer that was provided and accepted but there would be nothing more that we could do to assist you with this claim.We do regret the frustration that you have had however CHW is in full compliance with our 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.
Regards,
John [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 the drain in the freezer was crimped and wouldn’t allow the water to drain out.  It was also leaking from the drain pan.  The crimped drain in the freezer would not have happened from normal wear and tear.  Per our Section Letter A, Number 2, we only cover failures that “Become inoperative due to normal wear and tear.” Please note that we do not cover any refrigerator leaks.  Our policy states in Section Letter D, Number 3 that we do not cover “…Leaks of any kind…” Our Sr. Claims Specialist advised you about the outcome of the claim and our policy and because you did not agree with the diagnosis, we advised you that you are entitled to getting a second opinion. You advised us that you reach out to the technician who will be going back to your home for to take another look at your refrigerator.  Once we receive an updated diagnosis, we will be in contact with you, until then, the outcome of the claim stands. 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:  Choice Home Warranty continues to claim that the leak in the evaporator coil was caused by rust.  The evaporator coil is made of copper and the fins are made of aluminium, both of which do not rust.It seems that we are going in circles (please see the back-and-forth on Revdex.com) and it seems that Choice has no interest in honoring its obligations.  We were without air-conditioning for a number of days this summer which would not have happened had Choice honored its obligations promptly.  Maybe Choice prefers that the legal-judicial system decide whether Copper or Aluminium can indeed rust.   
At this point, we still prefer to settle without having to go through the legal-judicial system.  We have not spoken to any lawyer at this point and have not posted anything on any social media.  The cost of replacing the unit was $4,400.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:the $175 was to get another opinion from an independent technician. Like I told Steven and others the $175 was only for that and NOT towards replacement of my a/c! As they can see it gonna cost more than $175! My maintenance records that I sent and dates the company sent them SHOWED the a/c was maintain as required. The company always checked everything twice a year and if anything was wrong they would have told me and I would have fixed the problem. We never had any problems with the a/c until now. We paid for our own Freon,etc and kept it maintain, that's one of the main reason it lasted more than the normal 10-15 years. Choice Home Warranty don't want to pay as they have done other customers who have sued them for the same issues. They shouldn't have taken payment for April. One of their supervisor told my wife to send an invoice showing what it will cost to repair and Choice Home Warranty would help with repairs. The $175 isn't enough to begin repairs on a new unit. Just another lie they told about helping with repairs. They had said they didn't receive any maintenance reports but now they are saying they did...always one lie after another one. I don't accept their reason/answer/ $175 to pay towards new system but towards an iindepindependent technician of my choice,etc. I will be contacting an attorney as others have done to get this settled if need be!
Regards,
[redacted]

Complaint: 11117663
I am rejecting this response because there  are no exclusions in the policy for this type of heating system.  The company never asks what type of heating system is installed they just accept your premiums and then tell that they do not cover that that type of systen...scam. Further , I have provided the previous years maintenance and repair records (6) on this system including the recommended cleaning that was performed. This system has not been neglected. Neither system exclusion or lack of maintenance are valid reasons for denying this claim.This company already has a $779'913.93 consumer restitution judgement against them in the Superior Court of Middle County for denying payment for simile claims.  
Regards,
[redacted]

[redacted] ,We do see that you are working with one of our Managers in regards to resolving this issue for you.  Please contact Harry as he will be able to assist you with the resolution for this claim.Thank you,CHW

[redacted],Once you signed up with CHW you automatically receive an email that welcomes you to the company, you then receive a hard copy in the mail.  If all fails you can view the policy by going into the customer portal where you placed your claims and could view it there.We see that you had paid 2 payments in the amount of $111.56, one payment was taken on the day that you signed up with us and the second was taken a month later.  You did not pay the total amount due for the policy which was $446.25.  CHW paid $80.00 in claims for your policy and therefore when you cancelled you are charged an administrative fee of $50 and any paid claims. Since the total amount paid to us was $223.12, your refund was $58.12 that we did provide you with on 2/29/16.We do regret your frustration and wish you the best with your future home warranty needs.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: I would not have taking a full year contract if it was not for your salesperson telling me that I would be able to stop at any time and use the months that I did not use at the time of canceling my contract. If you guys record the conversations then you should be able to bring up that conversation because I was explicit on that point and he said he guaranteed that it would be that way!!!So you're telling me that your salespeople are trained to lie to the customer to get them to sign one year, 5 year and even 10 year contracts!! Then when they go to cancel because of your insufficient warranty promises you tell them that they are unable to get their money back!I only wish I would have read other comments about you guys on the Revdex.com because I see comment after comment about the same practice that you are doing to me!!The problem is not with the customers the problem is with your salespeople having your permission to lie to the customers!
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]p.Upon review of your claim, we do see that you placed a claim for your heating system and CHW advised you that the parts that were needed are no longer available per our policy Section F. Limitations of Liability #9 states “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.”CHW followed the process and did offer you the funds and even upped the amount to $200 for the parts and labor as the original cost would have been $195.00. CHW is in full compliance with the terms and conditions of our policy. Best regards,CHW

[redacted]We do regret if there was anyone in our company that was rude to you or your wife in any way.  This is not something that is condoned by CHW and we will review the calls in your claim to see what rep was rude to you.As a good faith offer, we have applied a free month for you.  Your next billing date will be skipped and then it will continue for the following month.We do thank you for providing this information to us and we will use it to our benefit to improve our customer service.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 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 the unit had a line restriction. Per our policy, Section Letter A., Number 2. CHW only cover failures that “…Become inoperative due to normal wear and tear…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  We strive to provide the best customer experience, therefore, as a goodwill gesture, we have applied a onetime free service call fee onto your policy. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],We apologize for the inconvenience this may have caused you. Please note that we credited your account in the amount of $783.00 on August 10, 2017.  It may take up to 7-10 business days for the funds to appear on your bank account. We appreciate your business...

therefore as a goodwill gesture, we have added a onetime free service call to your 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 www.choicehomewarranty.com/useragreement. Upon review of our claim, we do see that we had offered you a goodwill gesture in the amount of $1000 however there was a mistake made and only $100 was authorized.  We did make the corrections to authorize the extra amount of $900 for you and it was resent out to you on 4/1/16.We did see that [redacted] had responded to you in reference to this goodwill gesture and she has ensured that the billing department followed up to make the corrections.We too have reached out to our billing department to make sure that this check had gone out to you.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: it was determined by the repair Tech that it was normal wear and tear and I have the notes that he submitted for the claim. I have also made a call to [redacted] appliances and this would be considered normal wear and tear and should have been covered by the Home Warranty. They have low-balled reimbursements that has cost us a fortune. Between the $45 service fee charged for the tech to come out followed by no payment or very low reimbursement it's a total scam.
Regards,
[redacted]

Hello,   A payment of $130.00 was authorized on July 13th and has been mailed. If the check has not been received, it should be received shortly as it was mailed out via US Postal mail.   Regards,   CHW

Complaint: [redacted]
I am rejecting this response because:You have records of all the issues as I stated in the original complaint. You are procrastinating. It appears we are wasting each others time just going back and forth. A fair settlement was all I was asking for. 
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]t.   Upon review of your claim it appears your claim was processed in accordance with the policy section Letter F, Numbers 1 and 8. CHW isn’t 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