Bass Services, Inc.

Dear J[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:[redacted] .   Upon review of your claim, I do see that this claim was not covered per the policy, Section A. Coverage #3 that states that all units must enter the policy in proper working order. Also, section F. Limitations of Liability #1 that states that CHW does not cover any failures due to known or unknown pre-existing issues.  Having the policy open for only 2 weeks and having a failure such as your unit did showed us that the unit did not come into the policy in proper working order. We did apologize if anyone in our company was rude to you in any way, we do not have a [redacted] that works with CHW however; whomever it was we do not condone that type of behavior. We will be refunding you the funds you paid for the policy in the amount of $90.00 although you have cancelled the policy and knowingly that this policy does not receive a refund at all. We cannot provide you with the cost for the payments to the technician as this is something that was not paid to CHW.  We will only provide you with the funds that were paid to us. This amount will be placed back onto the credit card that you used to sign up with us and you will see if reflect in your account within 30 days. Best regards, CHW

Dear [redacted],   In accordance with the policy, we do not offer reimbursement for food spoilage as indicated in section Letter D, number 3. We will however, provide you with a refund minus the claims that have been paid out thus far. Please call our customer service team directly at...

[redacted].   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. We regret to hear your frustration and dissatisfaction with CHW.  In a recent review of your policy, it shows that 95% of your claims were covered.  A review of the water heater claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that the water heater was leaking from the main tank. Per our policy, Section Letter D., Number 6, CHW does not cover the main, holding or storage tanks.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],Thank you for your response and feedback, CHW has not offered to provide you with the amount of $415.00.  On the claim reimbursement form, it provides you with directions on how to submit your reimbursement to ensure that you are receiving the exact amount that you would be paying the technician. It also states that CHW is not an emergency company and we do not pay for emergencies.  You had the work completed to your unit and then you provided us with the invoice and expected CHW to reimburse you even though you went against our policy.  We did explain to you that although you had the work completed without authorization , CHW is willing to provide you with half the cost. Our offer to you, if you chose to accept it is $230.00.  This is more than the amount that CHW would have paid for this to be completed however we are willing to provide the extra amount but not able to provide the full amount.We will close the claim and document that you have been provided an option of the refund at half the cost, if you chose to accept this offer, please contact us.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
Do you think I can live without garbage disposal for this long?  I already mentioned in begining it cost me 257.xx $ due to claim rejected by choice.       
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:CHW is not offering an acceptable customer service when requesting a service, they do not respond messages on their website and the waiting time for response when calling for service is over 30'.Also their technicians were rudely answering questions about a plumbing problem, they were demanding complete parts of broken washers and denied to fix the problem because "parts were not properly installed", when those parts were installed when I move to my house almost 4 years ago.Furthermore, they did not consider my cancellation request until I assured confirmation of receipt of the certified letter about it; then, when I called to confirm the cancellation of the contract they were transferring my call from one person to another, I had to call 3 times, and every time the waiting time for those calls were well over 30'.I am concerned that in case I have another problem, I will have to go through same inconveniences originated by a company that only answer calls immediately when you request a quote. I consider that CHW is not responding properly and professionally through their customer service and contract services (technicians); therefore I demand the immediate cancellation of this contract and the respective pro-rated refund.Thanks for your attention,Cesar [redacted]   
Regards,
Cesar [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 we do see that you had placed a claim for your Air Conditioning System, we see that there is a leak in the evaporator coil however the unit is still under manufacture warranty.  Per our policy Section F. Limitations of Liability #15 states that CHW does not cover any failures that are covered under manufactures warranty.  We see that we did offer to provide you with a onetime free service call fee and you had declined, you requested the last payment that you had made to us in the amount of $41.56 and CHW agreed.  We refunded you the $41.56 back to your credit card on 3/21/16 when you canceled 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]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 system holds 8lbs of Freon and was down to only 1lb.  In addition to that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you understood. 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 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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…” Please note that your coverage start date was April 2, 2017; you advised that the last time your system was working properly was April 20, 2017.  These failures could not occur in that short lifespan of the policy.  Per our policy, Section Letter A, Number 3, all systems, appliances, and components must be “in place and in proper working order on the effective date of this home warranty contract.” 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:
As stated it's set up to make you money. We were told it was a small leak requiring 2lbs. vs. a large leak with almost all freon low, but that's what you are suppose to say [it's part of covering your company]. Yes we will be cancelling both contracts & expect to get back the $80 charged 7/15/16 plus $30 from the initial $80 charged 6/13 [as stated in your policy that we would be charged $50 admin.] We are expecting no more deductions from our acct. and $110 since no services were rendered and we paid tech $45 which he disclosed is his normal service call fee-so don't try to come up with something else, as I'm sure you will. As an offer of good faith you should also include the $45 service call in the $110. I will be calling to cancel today and hope not to get the run-a-round about funds due back. Thanks for this lesson that others tried to tell me about.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
First my disposal was NOT Leaking and th e a technician never said it was.So that is a lie on your end.Next my conversation with [redacted] on.Febuary 23 didnt Want to stay with your company because of the bad reviews and that is why she gave me as good faith on her part a free call.I want at least my.$40 refunded since I wanted to cancel and was scammed into staying!!
Regards,
[redacted]

Dear [redacted],Although your unit may have been working before you submitted the claim does not mean that the unit was not failing prior to the policy’s start date.  Please see section F. Limitations of Liability #1 that states, CHW does not cover any known or unknown pre-existing issues.  The technician stated to us that the washer had a defective lid switch and pump; the dryer had a defective timer and start switch.  There is nothing documented that there was a sock stuck in anything.CHW cannot approve a claim that is not covered under our policy however we are willing to provide you with a full refund of the policy that you have paid.  Your policy is $37.50 a month and has been in effect since 1/29/16 with an initial payment of $37.50.  We are offering as a good faith effort to resolve this for you to provide you with $112.50 a full refund of your policy.We have documented the policy and if you would like to accept, you can contact us and we will process this for you.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
I feel like y'all should of offered more towards the replacement. Even the company that you sent out determined there was nothing we could of done to prevent the repair. I did not ask y'all to even pay all. I asked y'all to pay half of the repair. There is probably not an AC out there in the attic that does not have rust, unless it was just installed yesterday. You need to maybe not cover AC units. I have read so many reviews about people complaining about the same thing. Maybe when you sell a warranty, you should stress this more than ever. The rust is not what stopped our unit anyways, but because rust was on the unit it was denied. Really Choice??? I should of known when I bought this warranty, that y'all would always try anything and everything to get out of paying. I bought 3 years of service and y'all want to cancel me because I don't believe your crap! I am really not sure how y'all get around this? I know the class action lawsuit that was brought against y'all cited these same things. I don't think when you sign a contract, you should be able to tell people if they accept money back then the warranty will be voided. I think if you want me to cancel my contract and no longer take care of my house, then you should refund ALL my money and you will never hear from me again! I do not feel like you are holding up your end of the contract. It is not like you are going to go out of business by refunding me my money, because there will always be some sucker out there like me that believes this line of bull y'all are feeding!!!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Even after emailing and finally faxing Choice a copy of the invoice I had to wait almost 60-hours for a decision to be made on whether they would approve the work on the claim. They never once called me to inform me of the decision. I received a call from the technician 06/02/2017 at approximately 0928 saying that they claim had finally been approved. Choice has failed to live up to the service they are advertising and they are lacking when it comes to customer skills. A simple phone call from there claims department would have sufficed in letting me know that the claim, was in fact approved and that I should be expecting a call from the service technician. I have worked a customer service center before and I always tried to ensure that the customer was taken care before I got off the phone with them or that I was going to obtain a solution / resolution or a satisfactory decision to their problem. Choice doesn't care about the customer and is only in business to line their pockets. I have been a valued customer for over 6-years and they don't hesitate to withdraw monies from my account for the service warranty when it's due, but they are very shady and reluctant to pay "ANY" claim when you have one.I am not happy with their service and I will be taking my business to a better my customer friendly home warranty company.Revdex.com thank you so much for being so prompt in your attempt to rectify my dilemma. Residing in Texas without the comfort of Central Air is awful, but add to it that I am not in the greatest of health and it triples the problem. So once again thank you for being prompt. But I will "NEVER" be satisfied with Choice again.
Regards,
[redacted]

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.
  There is an affidavit that my husband will sign, have notarized and send back to the business.  This affidavit states that we will receive a settlement within 30 days, subject to closing otu this claim.  I would like to reserve the rightto re-open this claim in the event the settlement funds are not received.  Thank you.

Complaint: [redacted]
I am rejecting this response because:The technician stated a very different story.  I am not challenging the denial, I am asking for the text of the original technicians report that was read to me over the phone.
Regards,
[redacted]

CHW doesn’t offer insurance, it is a warranty. CHW pays more than 80% of their claims for customers, however, they have to be covered. The policy is extremely detailed as to the coverages that are offered as well as the exclusions. One of the exclusions is that CHW will not pay for claims that are covered under the manufacturer’s warranty and can’t be held responsible for the policy with the manufacturer. CHW apologizes for any misunderstandings related to the policy and the coverage. CHW values all customers and doesn’t want to lose any customers, however, if you would like to cancel the policy, you will need to call CHW at ###-###-#### to have the policy canceled.   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 claim, we do see that you had accepted the offer of $350.00 to go towards a new unit. CHW does reserve the right to offer cash in lieu of repair for a unit.  Please see Section F. Limitations of Liability #16.The amount that you had accepted was actually the national whole sale cost that we would have paid for the unit to be replaced.We do see that you have chosen to cancel your policy with us, therefore we are unable to provide you with any further funds.   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].   A review of the claim for the air conditioning unit shows the claim was processed according to the policy. The unit was found with a tripped breaker and the system has an internal failure of the compressor which is caused by excessive overheating. This occurs due to a lack of proper routine maintenance on the system. In accordance to section Letter F, Number 12 of the policy, this is not covered. CHW did receive documents that weren’t sufficient evidence of maintenance performed on the unit. The documents that were sent didn’t have any information related to the maintenance and didn’t include identifying information on the unit. As such, the claim couldn’t be covered.   CHW apologizes for the delay in having the claim for the pool spa handled. CHW continues to work diligently to find a qualified technician to assist with the diagnosis. However, CHW has made you aware of the reimbursement option that is offered to all customers that will allow you to be able to choose your own technician and CHW would reimburse you according to the guidelines which were outlined.   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 would like to address the fact that it is mentioned that you have provided services for me.  Well actually, they were services that I paid for according to the contract that you sold to me. If you look at my initial complaint, I began by saying that I had positive experiences with CHW in the past.  I am only addressing this one service call.  Again, as a customer, it should have been informed by the sales person that I needed to provide documentation for proof of maitainance of equipment, when I  request a more expensive service or replacement.  One of the things that we do agree upon is that your service personnel are not AC technicians and this is why I am disappointed that I was told by a CHW representative, and it was different than what the AC technician told me. You are requesting my documentation, but I would like to request the documentation that you have from the AC technician that came to my house.  I have concluded that CHW has already decided that it will not repair or contribute towards the replacement of my AC.  I must admit that I do find in highly disappointing. I did not expect this to turn into a "case" where I would have to produce  documentation to prove that I needed your services. As I said earlier, CHW has several complaints about not fixing AC( I looked online), and I was hoping that this was not the norm. But apparently from my experiences, when it comes to CHW and major repairs for AC, it will not happen. I just really expected better because of my past positive experiences with you( none of the previous repairs required documentation). But none of them were as expensive as the AC services that I am requesting.  Unfortunately, I am still without AC,  perhaps CHW believes that it is just business, but for me it is the way I am living. After all the AC is working in your office and you are quite comfortable. Continue to enjoy your summer in your AC. 
Regards,
[redacted]