Bass Services, Inc.

Dear [redacted],Your original complaint stated that CHW will not reimburse you for the repair that you had completed on your unit.  Our policy clearly states that we will not provide funds towards customers that do not have authorization for their claims.The “estimate” that you did provide us with, we explained will not be a covered claim under our policy. We do regret your frustration however CHW is in compliance with our terms of our policy.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 with the policy section Letter F, Number 12 in which CHW is not responsible for repairs related to lack of maintenance. Although CHW doesn’t require maintenance records, we invite you to send them for review of your claim. You can send this to [email protected].   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 [redacted]Upon review of your policy, we do see that you had placed 2 other claims for the AC that you had cancelled prior to this claim.  Once this claim was placed CHW dispatched a technician and he advised us of the failures.  If you disagree with the failures of the unit, you could always provide a second opinion to us from a licensed technician.  CHW does not hand pick the vendors that come to your home.  We make sure that they have a license in your state and they sign up with us.  CHW is not responsible for any negligence by the technician as it is stated in our policy.CHW does not find any fault with the diagnosis of the technician therefore we would not provide a second one.  We will however accept a second one from you if you would like to provide one.The last notation on your claim states that the unit might be under manufacture warranty, if this is so please note that CHW does not cover units that are under manufacture warranty.In reference to your first claim for your garbage disposal, this was not an approved claim but a goodwill gesture for you because the failure was only 6 days after your policy started. All units must be in proper working order on the start date of the policy.We have emailed and mailed you out a copy of your policy and you can also go online to the web portal to view your own policy as well.CHW does 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:A) what choice home warranty is stating is their interpretation, which is to their convenience . I had sent them maintenance records for years 2013 and 2015 .b) the issue was spotted DURING routine maintenance conducted in 2015 and we offered to call the technician who had done the maintenance for them to verify that maintenance was indeed done and only when a problem was spotted were they called .c) choice initially tried to decline it giving the reason that ' heat exchangers were the excluded' . This was not so as per contract . When I pointed them to the contract , they took up the excuse of ' lack of maintenance '. d) if choice wanted to decline due to maintainence issues , why did the send technicians over 2 times after initial review ? all in all , it looks to me that they never intended to settle the claim . Looking at the Revdex.com site I see several other claims in the past 1 year that they have declined . And also evidence that they were sued for the same . There is a settlement that was made by choice against that law suit as well.
Regards,
[redacted]

[redacted],We do regret your frustration and we will pass along the information that you have provided.  Thank you,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 www.choicehomewarranty.com/useragreement.   A review of your claims show that the claims in question were handled in accordance with the policy. The issue with the stove was diagnosed, however, it was not able to be repaired due to the condition of the stove. Section Letter F, Number 9 of the policy 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”. As a result you were provided with $300 in April 2016 towards the purchase of a new stove. The claim for the plumbing system in which you had an issue with your toilet was diagnosed as the flapper needing to be adjusted, however, at your request, you wanted a different technician to come, which was done. CHW apologizes if it took longer that you expected to have the issue resolved. For future references, please know that CHW offers to customers the reimbursement option in which you can select the technician that you would like to complete your work and the technician will be reimbursed at CHW rates and that prior authorization is needed to handle the repair. The CHW customer service team can provide you with the full details on this option should you desire to learn more about it. They can be reached at ###-###-####. The final claim in your complaint is the claim for the ductwork in which the technician did come to diagnose. The ductwork jacket and insulation was deteriorated and needed to be replaced. Section Letter F, Number 14 indicates that this is not covered. CHW apologizes that your needs haven’t been met throughout the policy. There are many customers that are happy with the services that have been provided. The goal is to offer the customers peace of mind and there are many that have received this. It appears that the other claims that you have placed have been successfully processed. Please feel free to call the CHW customer service team with any questions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Thank you for your feedback, we do apologize any frustration and we will manually remove the email from our system. Thank you,CHW

The refund of $70.00, as promised by Choice, has never been received.Just another example of promises not kept...

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 [redacted].   Upon review of your claim it appears that the claim was processed in accordance with the policy section Letter F, Number 1. The policy is effective 30 days after the sale date. Section Letter A, Number 3 of the policy states that the systems and components need to be “…in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions”.     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:
I paid a total $928 for 2 policies which is what your representative referred to them and stated they could be cancelled at anytime I easnt satisifedconsidering my first claim was rejected although a qualifying claim I cancelled my policies on the phone and received an email of that cancellation in Oct from your companyi will not accept a refund for half the amount I paid you for 2 policies i reveived absolutely no contract as they are claiming nor did I sign any contracti do not find a justifiable reason for you to charge me 1/2 of the $928 for a little over 45 days servicethat is unacceptable i want my total amount of $928 to resolve this issuei have an appointment with attorney on the 10th of this month to discuss your company trying to keep money for a 12/13 month policy one month free according to your representative where only 45 days were in affect out of the policy as it was properly cancelled by myself only after 45 days of service and the cancellation came only after your company refused to pay a legitimate covered claimagain full refund of $928 that I paid for both home policies[redacted] Tx and [redacted] La is the only acceptable solutiom  
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]
* Please give us a call as we would like an opportunity to provide you with the requested refund as well as cover your claim. Please call our customer service team directly at [redacted].   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Our policy states that if you have a claim, we will send out a technician to diagnose the issue.  We cannot diagnose your issue over the phone as we are not technicians who are taking the claim and we do not know exactly what the issue is.  In your case, a claim was placed and a tech was dispatched; you were to pay ONLY the service call fee to him.  Once the diagnosis came back to us, we then advise you if the claim is covered or not. If the claim is not covered  you can chose to use that technician to fix your issue or use one of your own. If your claim is covered then you only pay the service call fee.  Looking at this claim for your plumbing, the issue could not have started that day, you may have only noticed it that day but the flapper takes a while to break.  This is what is listed in our policy in Section F. Limitations of Liability #1 The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.We again regret that you are frustrated with this claim and we do see that you have chosen to cancel your policy with us.  CHW is in full compliance with our policy and unfortunately there is nothing more that we can do for you at this time.Respectfully,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.
I hope that you guys will reach out to me by the end of today as tomorrow afternoon im planning to file a court case against you guys. Also please reach out to me via my email that you guys have on file and dont bother calling me anymore. And only reach out to me if you guys are going to cancel my policy or else dont bother as im done playing phone tag with you guys. 
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.]
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,
[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 was processed in accordance to the policy and CHW has been attempting to speak with you regarding the payment for the items. Please call the customer service team directly at [redacted].   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 warranty does not seem to understand that the reason I cancelled is because I was very disappointed with their service. The buildup that the picture showed just happened due to the bad weather during those days.It was not there because of poor maintenance. As I have mentioned, this unit is properly maintained. I bought a nice house in palm beach and why will I not maintain properly our equipments? In the first place, I took the bait of Choice Warrantyand chose them to maintain our home appliances. So how could choice accuse me of not properly maintaining my properties? You should ask your technicians, the two techs who went to our house in November and March and get from them a statement that the reason my AC is not working is because of poor maintenance. I have been explaining over and over that this AC is properly maintained and that it is due for maintenance in May 2016. The leak happened again before May. This only means that the technician back in November may not have seen the real cause of the leak that's why it happened again. And again, back in November, I asked the technician if I needed maintenance for the AC during that time or in the very near future, but the technician said that I do not need it rightaway. That I need it after 6 mos, which is counting from November, the next maintenance should be May or June 2016. Why is it that the technician back in December did not mention any buildup during that time?We as owners depend on the technicians that you are sending. We are not experts on this units. We depend on what you recommend to us. I trusted Choice to take care of our appliances and have made my payments on time. Now that I needed their promise to help, all I get is this aggravation. It only proves that you really do not want to fulfill your responsibilities.Now you are reasoning that I cancelled my warranty and that is why you cannot do anything anymore? Why didn't your representative tell me that when I said that I will be cancelling my warranty?  And again, I cancelled because I was very disappointed on how your representatives have treated me. Unfriendly customer service, accusing me of not properly maintaining my appliances and refusing to help me. I encourage Revdex.com to listen to how the representatives handled my situation when I most needed their help. I spent $200 back in November, the problem was not solved. I spent another $200 in March, Choice was not able to solve my problem still.and here they are offering me $45? Shame on you Choice Warranty. I already signed up for another warranty service and I have paid another technician to fix my AC. I paid $800 to have the coil replaced. If not, everybody in my family will be sick.I could understand what is covered and what is not, that's why I agreed to pay the leak search. Now that you need to do your part of covering the replacement of the coil, you have refused and avoided covering it by accusing me of not properly maintaining the AC.      You should fulfill your promise and provide excellent service to your customers. I was even recommending you to my friends and families. But now, I have nothing good to say to everyone about you. You must give credit where credit is due.
Regards,
[redacted]

[redacted]We do apologize for any frustration that this has caused you however CHW does not cover the access which is stated in our policy. As a good faith effort, CHW has provided you with a onetime free service call fee that has been added to your policy for the next claim that you might have.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. Upon review of your policy, we do see that CHW has assisted you in $907.34 in total for this policy for claims.  We do see that there is a technician assigned to this claim and once we receive the new diagnosis back we can update you on the outcome.  CHW will repair or replace an item providing it is covered per the terms of the policy.  If the unit had a prior issue, CHW will not repair or replace it.We do regret that you felt that the technician was not qualified and we have dispatched a different tech to provide us with a diagnosis of the system.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].   Please accept the apologies of CHW in the delay. CHW works to ensure there are qualified technicians that can perform the diagnosis for all customers, in all areas. You were offered the reimbursement option to assist with this. You will be reimbursed at the CHW rates, the technician will need to call in to seek prior approval before performing the work, and this will allow you an opportunity to know if the claim will be covered. This is an option that is offered to provide great customer service for the rare instances where a technician can’t be dispatched quickly. The team continues to work to find a technician that will meet your needs. The notes indicate that you are aware of the reimbursement option and may choose that. Please call the CHW customer service team if there are any questions at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

I am rejecting this response because:  I am not going to go back and forth with this company because it is a waste of my time.  It is more beneficial to me and more damaging to this company's reputation if I just place  this complaint on the Revdex.com's website.  After all, it is just $56.00. People use the Revdex.com to search whether a company is reputable or not.  These types of complaints against a company weigh heavily on a person when doing their research.  No company wants complaints showing up against them.  That was evident when I spoke to Russ, the Manager, and after not getting any satisfaction of settling this claim from him, stated that I would report them to the Revdex.com, and voice my complaint via social media.  He then started doing back flips in order to prevent me from doing this.  He stated that they would like to avoid this if possible. THat is why he offered to pay for half of my claim.  However,   I just can't end this dispute without getting a few things straight regarding their response to my complaint. First, as stated by Choice, I filed this same claim three different time with them.  The first claim submitted on 5/7/15 was for a cracked pvc pipe leak. It took Choice several days and many phone calls later for them to even find a pool company that would work with them.  (their words not mine).  From the beginning they stated that if I didn't want to wait for them to find someone I could hire my own company and they would reimburse me for my cost.  That is what I did and had [redacted]'s [redacted] companycome out and repair the leak which cost me $125.00.  When I turned it in, they stated that it could not be covered because it was pre-existing.  This company needs to quit making customers pay for a 30-day wait period (which I did) if after that 30 day wait period which I was told was for the sole purpose of preventing pre-existing conditions, they would still consider a claim a pre-existing condition.  As to the technician stating that my equipment was not maintained properly, this is the first time I have heard that.  They also are stating now in their reply that their technician stated that the original leak in the pipe was not fixed properly. Their technician never came out originally to see the leak in the pipe. If you remember correctly, because he was taking forever to get out here, I opted to use another pool company to diagnose and fix the problem.   Choice is just making up things now to make their case.  I don't know what you can do to maintain above-ground pvc pipes.  As stated previously, I run my pool year-round and my pump, pool filter and pool heater, as well as my above ground pipes were working fine.  I further noted that I had another home warranty up until the day before my contract took effect, so I would have turned it into them if there had been a problem. Since I paid for the repair I did not know I needed to send a copy of the repair costs into Choice.  The claim on 5/25/15 was for a totally different problem.  The control valve on my pool filter was not working properly.  When you would put it on different settings, such as backwash, or recirculation, it would cause [redacted] to leak out of the pool's waste pipe which is not normal.  when I called and reported the problem, it took me 30 minutes to get the representative to understand that this was a totally different problem.  The word 'leak' was causing her problems.  The first claim was a leak caused from a crack in the pvc pipe on a different area of my pool pipes. Maybe I should have used the word run out of the end of the waste pipe when I reported the faulty control valve.  Honestly, Choice needs to hire competent agents who can understand compaints better, especially in the pool complaint area.  They are very inadequate when it comes to pool and spa equipment.  When I called back on 5/27/15 to check on the status of when the pool company would be coming to my house she said I would need to send a copy of my priior claim's repair receipt which I did immediately.  She must have assigned me another claim number at that time for this same compaint, the control valve problem, because I never had three claims during that time period.  To my surprise, I was shocked when they said they would not cover this totally different claim because it was considered pre-existing also.  This company needs to get their facts straight on my claims and quit reporting false information.  Lastly, you state that a policy cannot be cancelled at will during the policy period. I asked specifically, when I signed up if I could cancel my policy at any time during the contract period, I was told yes.  Maybe you need to give your agents a refresher course on this also.  Bottom line, file my complaint with the Revdex.com, and I will wash my hands of this dishonest company.  These type companies don't last.  That will be satisfaction to me.  Thank you for your time!