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 [redacted]. Upon review of your Air Conditioning Claim, we see that you placed the claim on 3/21/16 stating that the unit needed maintenance.  However, CHW does not provide this type of coverage, we do not provide maintenance.  This would be something that the customer is to do on their own as stated in Section F. Limitations of Liability #12.  CHW will repair a unit providing that the failure is something that is under our policy.As of 3/24/16, we did not have any information as to why you contacted us and placed a claim.  Your technician advised us that he did not understand why you contacted us for a maintenance issue and did not provide us with any type of diagnosis for any type of failure.If you have a failure with your Air Conditioning System, please have the technician contact us and provide us with a diagnosis and we will allow our inside technicians review the claim for authorization.  Without any type of diagnosis advising us of the failure we cannot authorize any amount that is requested. If you would like to cancel as you have stated, please contact us after reading Section L. Cancellations in our policy and we will cancel your policy as stated in the 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 regret your frustration. Please understand that the motor bearings that were bind, the worn out idler, and the frayed belt, all took time to fail.Your policy coverage start date was May 17, 2017 and you stated that the last time it was working properly was May 31, 2017.   This failure could not have occurred in the matter of 14 days.  Our policy states, in Section F, Number 1 that “…not responsible for any known or unknown pre-existing conditions…”As of June 13, 2017, your policy has been cancelled, therefore no further action will be made on this claim.  Regards,CHW

Complaint: [redacted]
I am rejecting this response because: There is nothing in your policy that is specific to the information needed on the maintenance invoices. You should specify the criteria needed on maintenance invoices. Your company is a big rip off and I will tell everyone not to buy your product.
Regards,
[redacted]

We have made continued efforts to reach you and would like to have an opportunity to speak with you regarding this issue. Please reach out to 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 [redacted]
Upon review of your claim, we do see that the unit was not covered per our policy, Section F. Limitations of Liability #1 & 8. CHW does not cover failures that are caused by rust or corrosion. Even if the rust or corrosion is caused by normal wear and tear, this is a specific exclusion to our policy that we do not cover.
CHW did receive the pictures from the unit and after careful review; we do see that the area of leakage is from rust and or corrosion.
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 when policy was sold, these specific questions were asked from me.  If the sales person is telling me that the Water Heater is covered, then this means that the whole water heater is covered.  I believe your website advertisement says that too.  This same thing happened when I called for the refrigerator.  I found out that Ice maker is not covered but when selling the policy, I was told that the whole refrigerator is covered.  Microwave is another example.  The switch controls are not covered.  So what is covered then?This is ridicules.  When you call to get service, the tech does not specifically ask you what is broken and if they can do it or not.  They just schedule an appointment and we (the customers) end up paying $45.00 for every visit.  so technically I have spent more money then you have on the claim.  
We buy warranty for not going through hassle and for peace of mind.  I have been a customer for three years now,, so again I have given you more money then $365.00. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They are attempting to twist the words in the contract. Also the certified technician that we hired stated that the compressor seized up and therefore caused the freon to leak out. The technician is willing to testify in court of his findings if this leads to litigation which I believe will be the next step if this is not resolved. Further more, CHW contract does not specifically say that if a "leak of any kind" caused damage to other parts or components the parts and components would not be covered. The contract says that All components and parts, including intergral freezer unit is covered. If there was a "leak of any kind", I understand that I would be responsible to pay for the "leak of any kind" however the leak of the freon is not the only issue, it is the compressor as stated by the certified technician. If the compressor worked we can easily pay to have someone add more freon. The compressor does not work so there would be no point to add freon. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:If the AC unit is an outside unit and when you have 90% humidity year round in Florida Rust is bound to happen. We cannot cover the AC unit in a gold cover to protect it from rust. If Choice warranty doesn't cover rust than they SHOULD NOT be advertising that they cover everything regardless of the age of the appliances. I have a new unit which was installed less than 11 months ago has gotten bit of rust due the climate in Florida. To me this is nothing but false advertising and ripping a customer off by saying things that is not covered via warranty. I want that Choice Warranty cover this claim due to false advertising they have done and mis leading a customer.
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, we do see that you have spoken to a manager and have had this issue resolved. Please contact us if this information is inaccurate as we have it documented that a full refund will be processed for you upon receipt of the release agreement.We do regret your frustration with this policy; however CHW is in full compliance with our terms and conditions.Thank you,CHW

CHW will not order or use replacement parts. They need to be original parts that are purchased.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. We reserve the right to locate parts at any time.  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. Regards,CHW

Complaint: [redacted]
I am rejecting this response because: the hidden cost in the contract that was not disclosed by agent. did not mention all the deductions for cancellation when contract was signed.
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 it was processed in accordance with the policy section Letter F, number 1 in which CHW is not responsible for unknown or known preexisting conditions. Based on the diagnosis received from the technician this unit had multiple component failures with the control board, magnetron and fuse. These are things that take time to occur, which resulted in the claim being non-covered due to the preexisting conditions. At the customer’s the policy is no longer in existence and as such, there is nothing that can be done by CHW.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]Our records show that this case has been resolved and closed.  Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
The company that services my unit was [redacted] whom you sent to my home. That means you have a partnership with [redacted] and that how I built my partnership. The agreement does not state the maintance record or invoice should have all those details. As a consumer how would I have known it was missing anything. Keep in mind I used a vendor you sent to my home. The unit had clearly been service as shown in the pictures and if they are not licensed you sent them to my home. You (choice home warranty) only want to act as a referral service. I am not sure what your talking about you paid xx amount of dollars what does that have to do with you denying a claim on a serviced unit by a vendor you sent to customers home. Also to be clear you did not pay anything regarding this claim. Also lets not talk previous claims because you sent an electrician to my home who stole money from me and you. He stated the claim was denied and billed us both. What does your policy say about that? CHW does not work with integrity and now I know that but still expect you to do the right thing.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They still send me several emails daily and all of them say "if they can not fix it they will replace it". STOP LYING and putting out deceptive advertisements to potential customers and tell them up front that they "might replace it". They sell hard and they called me multiple times trying to get my business. I will consult a lawyer to find out about putting out a warning to everyone about their "covert bait and hide the truth in the fine print" tactics. Don't list the water heater in the list of appliance, just say we will fix the parts only, or you look like a deceptive business that hides the truth in the fine print. Be upfront. Nevertheless so you may have gotten over on me, and from your Revdex.com record, a lot of other people but you will reap what you sow sooner or later or both. God has the final say. STOP SENDING ME EMAILS!!!!!! BAD CHOICE WARRANTY
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
[redacted] called said the part arrive scheduled the appointment never came or called I called [redacted] and ask if the tech was running late she said yes this has been going on to long I am not responsible for your poordecision to use non professional people or companies this has been going on far to long the been in over a week also its a standard part and all appliances part stores carry them I have a tech just waiting to do the job prove your legit and this is not a scam send out A & E factory repair or refund $160.00 to resolve this matter again standard parts same day repair not weeks or months lets get this done.  
[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]
We do see that you have placed 3 claims with us within the month of May. Two claims on the second and one on the 13th. We see that the AC claim you placed you stated was leaking water, which is an exclusion to our policy. The Dishwasher claim that you placed, we see that there is an appointment pending and the claim you had with your pool was not covered due to the fact that all the components in the pool had shorted out which could not have happened within the time period of the policy.
Our policy states that all units must be in proper working order on the start date of the policy. Please see Section A. Coverage.
We do apologize if our reps were not explaining the failures to you as well as a technician could however they are not technicians and they are there to provide the information to you that was advised by our inside technical staff.
We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.
Sincerely,
CHW

Dear [redacted],We do apologize for any frustration, we do see where it is documented that your husband stated that he maintains the unit and not professionally and we do have the records that you provided to us that showed:04/15 – was not for maintenance it was a repair, stated “NO AC - FOUND BAD CONTACT AND REPLACED $120”The next was dated “10/20 –which was for a “ “ FURNACE CHECK UP - CLEARED AND CHECKED FURNACE - ALL OKAY AT THIS TIME $49”Then provided an invoice for another repair that was dated “8/26/13 “-stating “AC ICED UP, LEFT TO THAW.” The technician came back on 8/27 and stated “ 8/27 CHECK AC UNIT LOW ON CHARGE. ADDED FREON TO CHARGE UNIT. AC WORKS NOW. $215 (2 LBS)”The last one that you provided again was a repair, that stated “ 8/25/14 - FAN NOT WORKING - FOUND BAD 55/5 CAP. FOUND DIRTY CONDENSING COIL. CHANGED CAP AND RINSED WITH GARDEN HOSE. FILTER WAS NEW ALREADY”.We have reviewed the receipts and they are not routine maintenance, they were however repairs that you had done to this unit.  The one repair in August of 2013 before the policy began showed that the unit was dirty and Freon was added. Being that this was before the policy start date, this would be considered pre-existing to the policy however we did not know that the unit was not in proper working order, as we entrust our customers’ to make sure that they confirm that their units are in proper working order on the start date of the policy.Reviewing over the policy, we do see that CHW has assisted you in $585.00 worth of repairs and we are offering to provide you with a goodwill gesture in the amount of $150.00 to help with this repair or replacement. Per our policy, this would not be a covered claim, per Section F. Limitations of Liability #12 as we have stated however we are willing to provide you with the funds to assist on this claim. If you would like to accept this offer, please contact us.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 we received, it stated that your refrigerator was leaking Freon, possibly from the evaporator coil and recommended that the refrigerator be replaced.  Per our policy, Section Letter D, Number 3, we do not cover “leaks of any kind”.  Our Sr. Claims Specialist advised you about the outcome of the claim, in which you were not satisfied and requested to cancel your policy.  Since we strive to provide the best customer experience, we offered you a goodwill gesture of $100 to assist you on this non covered claim.  You declined the offer as you stated you wanted to cancel your policy.  You stated to our Customer Solutions Team that you wanted to cancel and receive a full refund in the amount of $393.75.  You were advised that in order to receive a full refund, you need to sign the paper work that has been emailed to you. Once we receive the signed paperwork, we will issue you the full refund.  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: this business didn't seem interested in our lack of a/c for a month. Since we paid to have the repairs done and complained to the Revdex.com, they want me to thank them and let the, off the hook. No thank you. Dedicated to customer service indeed!
Regards,
[redacted]