Bass Services, Inc.

We are continuing to work on reaching out to the technician and can reassign this if you that would be better for you. 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 our web site at [redacted]Upon review of your claim for your refrigerator, we do see that it was originally a partial covered claim due to secondary damage and it was advised to us that the unit needed a control board and an inverter.  It did turn out that the part that you were charged for was not needed and therefore we have provided you with a return label to send the part back, once it is back we will be able to refund you the money that you paid for the part.We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the 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.
Please send me an e-mail or something I can keep on hand that reflects the one time service call credit on my account.
Regards,
[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 claim I do see that CHW has offered you a buy out and is providing you with $350 towards a new unit.  Please review our policy Section F. Limitations of Liability #16 that states “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.”We do apologize if any customer service rep was rude to you, this will be addressed with their supervisor and they will be reprimanded and if needed retrained.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Dear [redacted],On 3/29/16, you spoke with one of our Supervisors and he stated that he could not cover the claim for you because of the diagnosis.  The technician stated that there was an internal failure and you stated you believed this to be because of a lizard going into the unit.  We did advise you that the unit was not covered per the policy Section F. #12 however on this day, our Supervisors stated that he could see if he could possibly assist you with this claim.  You were very upset and stated you would “not accept anything less than a covered claim”.  Therefore because of this we did not offer you anything.Although you did not provide us with any type of maintenance records, you only provided an inspection report; we can provide you with a goodwill gesture of $150 to go towards this claim.If you would like to accept this goodwill gesture, please contact our office and we will send you the paperwork for us to release the funds to you since this is not a covered claim, the form would need to be signed.Thank you,CHW

I am rejecting Choice warranty for a very simple reason. They did not honor the contract by refusing to pay for a new AC unit. I have reviewed numerous complaints that were received by the Revdex.com. They use the same excuse for not honoring the warranty a preexisting condition and rust. My AC unit was working fine and died unexpectedly. How is someone suppose to know when a appliance or system is going to fail. The whole purpose of a warranty is to protect against unexpected breakdowns. This seems like a pattern of bad conduct on the part of Choice Warranty and I will not be treated like a fool.

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 complaint we noticed that you stated that you are calling this warranty “insurance”. Please note that CHW is not an insurance company and we do state in our policy that we are not insurance.The claim that you are speaking of for your heating system, we offered to have you use our reimbursement option, as it was explained to you, if the claim is covered, you will be reimbursed for the service call fee however if it is not you will not.  It also explained that we would not be able to provide funds without having your technician provide us with a diagnosis. If you chose to have the unit fixed before we provide authorization, we will not pay for that either as it is stated in our policy, Section C. Service Calls #3. Our authorization team does not speak with our customers; they will only speak with the technician who is providing the diagnosis.We received a quote for the work and after calling the technician, it was advised to us that this was for a cleaning of a dirty unit and a flame sensor and inducer motor.As a good faith offer we have placed a onetime free service call fee.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Dear [redacted],Upon review of your policy, it shows that CHW has provided you with a refund of the paid policy.  CHW’s policy does state that we do not cover failures that are caused by a pre-existing issue.  The failures that happened to the unit could not have happened within the time frame of the policy.We do regret the frustration of your claim however CHW is in full compliance with the terms and conditions of the policy.Due to the fact that we have provided back the funds, there would not be anything that we can do for this claim.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 our web site at [redacted].
Upon review of your claim, we do see that you placed a claim a few days after your policy began. We dispatched a technician who advised us that this type of unit is a water sourced heat pump and is an excluded item in our policy, Section D. Coverage #5.
We also see that you canceled your policy with us. We do 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:
technician told me exactly the opposite. He said that the spark plug is bad because its old, So he would order new spark plug to replace. There was not even a single bit of grease on my cooktop so its a total lie.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: One of the worst company which I never saw.Lot of bad reviews.I don't want to accept they are offering.I want to give Revdex.com a negative review for your records.May be If I can save some of the customers not going to Choice warranty,I feel I won.
Regards,
[redacted]

We do apologize for the delay, the credit was issued to your credit card on 2/19/16.Thank you,CHW

Dear [redacted],You stated in your response that “The unit worked perfectly for months before the day it quit.  Due to the unit not working due to short to ground, the only reason that it could have happen due to the information is the age of the unit which your policy states is covered.”  This is not accurate; the unit could have shorted to the ground due to four reasons, one being a lack of maintenance, electrical failure, manufacture defect and improper previous repair.  We do not consider age to be a reason for a failure because if a unit has been maintained properly, age would not be a reason for failure. We advised that the reason for the unit to have failed was due to a lack of proper routine maintenance.CHW offered to provide you as a goodwill gesture $1500 which is the max amount that we would pay for any claim such as this or we were offering you a full refund that you have paid for the policy.  In either choice, we would then cancel the policy because you disagree with the terms and conditions of the policy.  We do not want to have a customer that disagrees with the outcome of a claim therefore disagree with the policy itself.  We also offered you the condensing unit to assist with the repair of the unit of 7/28/15 which you had declined.If you were to cancel the policy without any funds being paid out as of today 2/15/16 your refund without any claims paid would be $1104.97.  You would be receiving a refund of the remaining months and you would be paying an administrative fee. If you chose to have a full refund, we would provide you a full refund of the policy as a good will gesture.  If we do pay for a claim that is not covered, we would not provide any further services and cancel the policy.Please advise us how you would like to proceed. Best 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…”In further review of this claim, it shows that we offered you funds in the amount of $750 of goodwill to assist you on this non-covered claim.  You agreed to this settlement.  Please understand that we have settled on a favorable outcome on this non-covered claim, and no further assistance will offered. 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 to hear your misunderstanding of our policy.  The service call fee is the “diagnosis fee” that you pay to the technician – whether or not your claim is covered – the service call must be paid.  Along with this response, please find your policy attached.  Each system, unit, or appliance does have a coverage cap.  You will not find any home warranty company who has blanket coverage in their policy. In regards to #[redacted] – This claim has been considered approved and settled as of 12/15/2016.  This coverage reached its cap of $500.00.  These funds were authorized and paid to the technician [redacted], ###-###-####.  Per our policy, Section Letter D, Number 8, CHW “…will pay no more than $500 per contract term…”No further action will be taken in regards to this claim. In regards to #[redacted] – You were already reimbursed $200.00 for this claim.  This check was cleared on 5/9/2017.No further action will be taken in regards to this claim. In regards to #[redacted] – Thank you for the attachment, we have submitted your invoice to our Authorizations Department for review.  Once we review the invoice, we will contact you. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
There are similar complaints on Revdex.com and those people's complaint were to their satisfaction. What makes my complaint different?This response states that they will not go any further with this because my account was closed. I tryed to have this solved at least 4 months before closing my account. The account was closed because of CHW's blatant disregard and unwillingness to help in this claim.  
Regards,
Ishaq Majeed

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 because when my contract is up I will not be using the Choice services anymore. They aren't going to do anything anyway.
Regards,

CHW offered the free $45 service call fee as a courtesy and not meant to be an insult in any way. It was an attempt to assist with your future needs. Your claim was processed in accordance to the policy. The grammatical errors in the response are human error and we apologize for that. However, in an attempt to assist the customers timely, we work quickly. Your complaint has been taken seriously and is important. Your refrigerator wasn’t addressed because the water dispenser is not a covered part of the refrigerator as was outlined previously. Although it doesn’t dispense milk or wine, it is still a dispenser which is not covered. Apologies were given for any rude treatment you were provided with. We want to always ensure mutual respect. If you would like the free service call, please call the customer service team at [redacted].   Regards, CHW

Dear Mr. [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 with CHW, we do see that we have assisted you with $853.00 worth of claims and in this case CHW did provide you with a goodwill gesture towards the claim however this is the most that we are offering due to the policy Section F. Limitations of Liability #19 which states that the failure was caused by secondary damages.  Please note that all claims placed are subject to a service call fee, if the claim is covered or not.  Reviewing the complaint you stated that you provide a second opinion however we do not see any other documents provided. Please have the technician provide us with the documents by sending them to [email protected] or he can contact us at ###-###-####. We do regret your frustration however CHW is in full compliance with the terms and conditions 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]
* We apologize that you have been receiving telephone calls erroneously on your cell phone. We have updated our records accordingly to have this removed.     Regards, CHW