Bass Services, Inc.

Dear [redacted] ,We do regret any frustration that you had with CHW, we can assure you that there are no terrorists working or owning this company.  We have requested that our IT department remove your name, email and number from our database.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 the unit had a failed condenser fan motor which resulted from a lack of proper routine maintenance.  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 requested to cancel your policy.  Per your request, your policy has been cancelled as of 7/12/2017 and your prorated refund of $489.00 was processed in the form of a check on 7/18/2017.Please refer to our policy Section Letter L of Cancellations below in regards to our prorated policy: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 fees, 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 fees;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.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 policy, we do see that you had contacted us in reference to the AC claim on 10/12/16 and our customer service department advised you that the part had been ordered and we apologized for the delay. For the trouble she provided you with a onetime free service call fee which you accepted.  We have followed up with the purchasing department and we are waiting to see how long the part will take, unfortunately this isn’t something within our control.If you ever feel that you do not trust any of the technician’s that CHW has provided to you, we ask that you contact us and we will reassign the technician for you or we will educate you on the reimbursement process.We do understand your frustration and do hope that this claim will be resolved as quickly as possible.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 have reached out to you regarding your non covered claim with CHW. We have sent you an email with a possible resolution and would like to have your response. We look forward to hearing from you. In the event you have questions, please call our customer service team at [redacted].   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear Ms. [redacted],We have received 2 payments from you for this policy in the amount of $35.83 and then since you disagreed with the outcome of the claim, you chose to stop payment.  You also disputed that this is a contract in which our policy does state it is.  Our records show that you disputed the charges and did a chargeback due to the 2 claims that were not covered under our policy.  Please review Section L. Cancellations as it will advise you that if you fraudulently stop payment for the policy, your policy will be cancelled by us.  Also, being a monthly customer, you are not entitled to a refund as you paid for the months that you had the policy.  CHW does not have the funds any longer, it is now in dispute with your banking center and we are unable to provide you with any funds that we currently do not have or that you are entitled to.We do regret your frustration however there is nothing for us to do at this time considering that you did a chargeback on this account.  Please contact your bank.CHW

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 our web site at [redacted]p.
Upon review of your claims for your washer, we do see that you placed 3 claims with us. The first claim the technician did state that the unit was working but nothing more. The second claim the technician stated that the unit failed due to an overloading of the unit. The third claim we did not send a technician out due to the second claim not being covered. It was stated in the second claim that a balancing ring was needed to make the unit work again. We do not have the pricing for the ring due to the claim not working; however as a goodwill gesture based upon your statement that the repair will cost $275, CHW will offer you $125 towards the repair. We are not able to provide you the cost of a new unit due to the fact that this was a non-covered claim. Per our policy, Section F. Limitations of Liability #19 states that CHW is not responsible for the negligence of the technician.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
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 our web site at http://www.choicehomewarranty.com/user_agreement.php .   Upon review of your policy I do see that CHW has covered the following claims: Claim# [redacted] on 05/23/15 for your Air Conditioning System in the amount of $232.79 Claim # [redacted] on 05/19/15 for your Water Heater in the amount of $105.00  Claim # [redacted] on 12/18/14 for your Refrigerator in the amount of $249.39 I do see that on 06/11/15 you placed a second claim for your Air Conditioning system and you asked to use your own technician, CHW agreed and advised you that we would not approve any repairs without your technician calling and receiving prior authorization from CHW. On 6/11/15, we did receive a call from the technician and he advised us that the unit had a dirty condenser, dirty condenser coils and soot in the furnace; lastly he advised that the ductwork was collapsed in the attic. We also received photos showing this to be true. Per our policy, CHW requires all units to be maintained per the manufactures specifications.  We did request maintenance records and you sent us an inspection report.  An inspection report does not show that the unit is maintained or being maintained, it shows that the unit at purchase was working properly, cooling or heating.  It doesn’t show that the technician used the necessary means to clean the unit or maintain. We also informed you that per our policy Section F. 1 we do not cover ductwork.  Please see our policy 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. 8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure 12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement. We do apologize for any frustration with this claim and 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],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 that began on 2/6/16, we see that you placed a claim for your washer on 2/18/16.  It was explained to us that the failures that your washer had (transmission leaking) were failing prior to the policy’s start date.  This failure could not have happened within the timeframe of the policy therefore the unit did not come into the policy in proper working order.  Per Section A. Coverage #3 states that all units must enter in proper working order as well as Section F. Limitations of Liability #1 state that CHW does not cover failures due to a known or unknown pre-existing condition. 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

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 your claim shows that the claim was processed in accordance with the policy. Based on the diagnosis received from the technician there is a leak in the evaporator coil that is leaking Freon, the condensing fan motor is pulling high amperage when running and overheating. These are mechanical failures that take time to occur and wouldn’t occur in such a short span of the policy. As such they are considered preexisting. Section Letter F, Number 1 of the policy indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions. The claim was placed on 9/23/16 and the effective date of the policy is 8/27/16.   As a goodwill gesture, CHW offered to cover the motor and your out of pocket costs would be $2470 and this offer was declined. CHW also offered to provide a goodwill payment in the amount of $250 and it was declined. It appears that CHW is currently reviewing the information requested related to the part. Please call the customer service team at CHW in the event you have questions at ###-###-####.   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 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.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.  We strive to provide the best customer experience, therefore as a goodwill gesture we offered you $150.00 towards the non-covered claim.  You declined this offer and requested to cancel. Per your request, you policy was cancelled on 9/13/2017 and your prorated refund in the amount of $266.66 will be processed.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: since submitting my Revdex.com complaint against Choice Home Warranty I have spent hours reviewing customer responses and I haven't been able to find not one negative review. And for a fact if Revdex.com would look back over their complaints they will find them.  I know for a fact that a personal friend wrote several on their website in 2015 about a hot water heater and dish washer that choice didn't want to cover.  Not one time did Choice Warranty show this person's negative review. 
Another friend wrote a negative review and complained to Revdex.com and her negative review was never shown on Choice Warranty website.  This lets you know that this company wants the public to think they are perfect and they satisfy their customers 100%.  I am going to take my complaint another step forward to the Consumer Affairs office at the state and federal level. Whether they do anything about it or not, they will know of my issue with Choice Home Warranty.  
[redacted]

Dear [redacted]We regret to hear your wishes to cancel your policies with Choice Home Warranty.  We do apologize if you did not receive the hard copy of your policy; please note that your policies were available online at the account center.In review of your policies, they have been...

cancelled as of June 1, 2017 and your refund is processing.We wish you the best in your endeavors,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 for your AC, we do see that this claim was not covered per our policy; Section F. Limitations of Liability #1 as well as #8, CHW does not cover failures that are a result of rust or corrosion. Per our policy, you are able to use your own technician however as it is stated in Section C. Service Calls #3 states that CHW will not reimburse for work that was not authorized by us.  You must have your technician contact us to explain to us what the failure was and what caused it.  You stated that you had your technician already fix the failure that was explained to us as a non-covered claim.The technician that was out to your home provided us with a diagnosis that stated that the unit had a leak coming from the evaporator coils, the coil pack itself and there was rust that caused it.We do regret your frustration however and we do thank you for your feedback and we do hope that we are able to resolve this with you. 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.
Regards,
[redacted]

Dear [redacted]We do regret your frustration however we do see that you had spoken to one of our managers and you chose not to cancel your policy.  We do also see that CHW provided funds to you in lieu of the repair for the ice maker.As a goodwill gesture, we have added a onetime free service call fee to your policy.  We have also placed a request not to have this technician come back to service your home.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: After a conversation with a representative from Choice Home Warranty, which the individual did offer an additional increase in price, which is unacceptable, she also mentioned that in their policy or rule, they cannot provide a slide in range, why wasn't clear to me. After talking to her, I took it upon myself to call Sears Department Store (Parts Department), every part that was told to them wasn't available, is actually available according to the two conversations I had with two different ladies today.  All my wife and I want is for Choice Home Warranty to honor their word to the consumers, and once again that is 'no matter how old the appliance is, if it can not be repaired we will replace it with a compatible unit.' In addition, I mentioned in my initial complaint that the tech while moving the range damage the tile, I haven't heard anything mentioned in reference to this in the policy when it comes to damaging the consumers property, so a reply to that I am expecting as well. My wife and I would like to thank you for your time and consideration. Please, do the right thing, it would be greatly appreciated!
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].   We are very sorry to hear that you are upset with your policy. We want to be able to assist you. While it is not required that you submit maintenance records, we invite you to submit your maintenance records to have the claim reviewed for a more favorable outcome.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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've supplied the required documentation to the business in order to receive a refund.
Regards,
 [redacted]

After evaluation it was determined that the leak provided in the additional diagnosis is the same leak that was located with the initial claim. CHW has also offered a good will gesture to assist with the claim of $300 which was denied. At this time, the claim remains a non-covered claim due to our policy section Letter F, Number 12, lack of maintenance. However, the goodwill gesture of $300 still stands. In the event you would like to take advantage of this please call our customer service team at ###-###-####.Regards,CHW

Dear                         ,   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].   After reviewing your account and in the interest of customer service, we would be happy to speak with you regarding a refund of your policy. 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