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 our web site at [redacted].
As a good faith offer, CHW provided you with a full refund of $400 back to your credit card that you signed up with as requested by your wife. CHW provided the entire dollar amount that was provided to us from you. The technician that went to your home was a licensed contractor and if you would like the service call fee that you paid to have him come out, please contacts them at the number that you have for them.
We do regret your frustration with this claim; however we are in 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: 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]

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 for the free month not being provided. After review, you are due to have a free month. This information has been submitted to billing and this issue will be resolved. CHW thanks you for being a valued customer.   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.  Upon review of your policy, I do see that you had an issue with your icemaker but unfortunately per our policy Section D. Coverage # 3. KITCHEN REFRIGERATOR, you will see in the exclusions that we do not cover ice-makers. We did offer to provide you with a technician to look at the ice-maker but there is nothing in our policy that would provide this coverage to you.CHW would not be able to provide you with a full refund due to Section L. Cancellations, CHW has paid out $105.00 for your policy and you would have to pay an administrative fee as well as the funds we paid out.  CHW has already processed your refund and provided you with $171.65 which is the correct refund amount.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

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],We regret to hear your frustration. 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 the purchase of your policy, you were given 30 days to review the policy.  Please note, that our policy is available for public viewing on our website.We regret to hear your wishes to cancel your policy.  Please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST to speak with a Customer Solutions Specialist.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],CHW will cover items in the home however just like any other company, we do have exclusions to our policy and limitations that we do not exceed. We do provide our customers' with 30 days prior to the start date of the policy to ensure that they have read the terms and conditions, make sure that they have all units in proper working order and understand the terms of service.  If within the 30 days the customer does not accept the terms and conditions, they are permitted to cancel without any fee's attached.  After the 30 day grace period there are fee's attached to cancellations.  We urge all customers to read the policy, as we do cover all items however there are exclusions that we do not cover for each one. We do see that you have received the check that you had questioned and have cashed it as well.  We do regret your frustration with the policy and if you have any questions about the policy please feel free to contact our customer service department and they will be happy to review each item with you.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 condensing coil was dirty and the compressor had internal failure due to the system overheating.  These failures occur from a lack of proper maintenance.Per our policy, Section Letter F, Number 8, states CHW is not responsible “…for repairs due to failure to clean or maintain as specified by the equipment manufacturer…”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 we offered you funds in the amount of $200 of goodwill gesture to assist on this non-covered claim, however you declined this offer and requested to cancel your policy. You spoke with our Customer Solution Specialist who increase the of goodwill gesture to $350 and advised that if you would like to further dispute this claim, you could get a second opinion at your own expense.  You agreed to get a second opinion. If you would like to further dispute this claim, please submit your detailed invoice with the technician’s diagnosis or submit your maintenance records to [email protected] for review. If the outcome should differ, we would adjust the claim accordingly based on our policy.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:
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]

Per our conversation, I do believe that we are in agreement of the cost of the refund and we (CHW) are refunding you the amount that you paid into the policy $215.64.Thank you for your patience and understanding with our policy.  We will be sending you a refund within the 30 business days.All the best,[redacted]

Complaint: [redacted]
I am rejecting this response because: The repair of the shadder valve was covered by Choice Home Warranty, however, I have a work order that shows I paid the contractor out of pocket for doing a leak search, vacuuming the system,  and filling the system with freon. As a consumer who is not in the HVAC field, how is one to know the work conducted by your contractor on 5/2/2017 is not sufficient to warrant coverage of the repair conducted on 7/17/2017, which occurred less than 90 days after being serviced by HVAC and Appliance Express? Does Choice Home Warranty not stand behind work done by their contractors?
Regards,
[redacted]

We have reviewed the invoice for $150.00 that was previously received. The invoice doesn't indicate what was done. In an effort to assist, we are in need of the invoice with this information. You advised that you have sent another invoice on July 5th. Please allow 24-48 hours for this to be reviewed.  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 there was internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure occurred from a lack of proper routine maintenance.In addition to that, based on the picture we received from the technician, it stated that the unit had a hard start kit, which shows that the issue was only temporarily resolved.Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”  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 further dispute this claim, you can submit your proper routine maintenance to [email protected] for review.  If the records show the unit has been properly and routinely maintained, we would adjust the outcome of the claim accordingly; and then follow up with you.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 was processed in accordance with the terms of the policy section Letter A, Number 3. CHW is not responsible for repairs related to known or unknown preexisting conditions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted], As we explained to you via email and through the Revdex.com, we would not have provided you with the unit had you not agreed on 11/21/16. We have it documented in our notes in the system that a call was received by us from you or your spouse at 5:17pm stating that they agreed to this unit. You are more than welcome to have the unit changed to whatever you would like it to be but CHW did receive a conformation that you did accept this one and that is why it has been installed. Thank you, CHW

Dear [redacted],We regret to hear your frustration and apologize for any inconveniences this may have caused you. We are currently still searching for an available technician in your area.  Please be advised that you can take advantage of our Reimbursement Process where you can hire...

your own technician.  The process is as follows:• We reimburse at OUR rates if the claim is a covered failure• You must pay the technician up front, in addition to the SCF• Your technician MUST call authorizations prior to doing any work to complete the repair for approval• Authorization Hours are as follows: Mon-Fri 8AM-7PM; Saturday and Sunday 9-5:30PM.  They can be contacted at ###-###-####; option 5, then option 1.• It takes 2 days to process the reimbursement upon receipt of form• It takes 30 days to process the check FOR COVERED CLAIMSIf you would like to go through the reimbursement process, please contact us before your technician makes any repairs.As a goodwill gesture, we have added a free service call fee onto 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 our web site at [redacted]Upon review of the claim for your oven, we see that the technician’s diagnosis states “the right rear burner switch 2 large and one small element and 3 receptacles are needed to be replaced.  He stated that the top of the stove was all burned up along with the elements.  He stated that the unit was not well maintained.  Per our policy, Section F. Limitations of Liability #12 states that all units must be properly maintained as per the manufactures specifications.  We do apologize if our customer service rep was not able to provide you with a reason as to how you should maintain the unit.  We are not technicians and therefore are just delivering the outcome of the claim.  You are more than welcome to provide a second opinion to us if you feel as though there is a mistake or the diagnosis is wrong.Per the diagnosis that we received, this claim would not be covered due to a lack of proper routine maintenance or any maintenance at all.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Best regards,CHW

Dear [redacted]We regret to hear your frustration and dissatisfaction with Choice Home Warranty. Please see our policy Section Letter L of Cancellations:This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fee, less a $50 administrative fee and any service costs incurred by Us.This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fee;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing.If you would like to proceed and cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
Once again Choice is not 
Telling the truth about paying for the service call. I'm am truly sick over all of this. I'm doing everything possible to give you everything I sent you cancelled checks to both service people and you are still telling me that  I did not pay. I feel that at least you would be able to read I sent you every report that just does not make sense that you are putting blame on my end.  I can prove and will show that you have been giving false information  to the Revdex.com. I feel that the fair thing is to at least pay for half the cost to replace my furnace 1000.00 would be have my cost. I will take this further with all the pictures and repots I have. And from your responses you have not told the truth at all.  
Regards,
[redacted]