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] 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 waste and over flow broke in the downstairs bathroom. Per our policy, Section Letter D, Number 8 CHW does not cover “…waste…” 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 $200.00 in reimbursement.  You agreed to settle this claim by accepting the offer on 10/30/2017.  Please allow 30 days from the acceptance date to process before the check is mailed out. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Our goal is to provide outstanding customer service and when there isn't a coverage offer, we work with our customer's and often times will make a goodwill gesture. We have extended this to you. In the event you are interested, please call our customer service team at [redacted]. We will be happy to assist you.  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 the technician stated that the Service Valve had a leak which caused the Freon to empty out of the unit, which caused the unit to fail. Per our policy, Section F. Limitations of Liability #19 states that we do not cover secondary damage. The valve being the initial failure is why CHW offered to cover the part and the secondary part would have been your responsibility.
We do see that you chose to cancel the policy with us and did receive your pro-rated refund.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

I am rejecting this response because: The funds being sent to me were contigent upon me providing confirmation to Choice HW.  I provided the needed information, but have not received the funds. I have called 2 times and sent 4 emails requesting confirmation that Choice HW received what was needed, but nobody will respond.  At this time it has not been confirmed that a check is being sent to me, thus a resolution has not been met.

Complaint: [redacted]
I am rejecting this response because: This company do not live up to there word I have receive many email for this company that guarantee that once you get a home warranty from choice you will not have to pay for any repair's on your AC, Heating, Hot water heater and your appliances and even you Roof. Once I spoke to a sales person that's  when he told me that it only cover for part's of your Roof , that's the first false advertisement that this company said. When my oven started a fire it was because of the heating elements which this company said they cover, and the thermostat also under warranty should have shut the oven down but it malfunction and the fire started and this cause my control board to burn out so choice refused me a new oven. The repair company that choice sent out told me that fixing this oven would be crazy to put any money into this oven make's no sense. Remember this person work for choice not me. And when my lights went out  I spoke to a claim rep. she said that me using my ceramic heater  cause my light's to go out so choice would not cover it. First I have used this same heater all over my home in 2013 I never turned my furnace on the entire winter and I used that heater along with 2 more heater. and the day my light's went out I plug the heater with the power off and the light's went out and again the repair man said that it's sad that choice would not cover this repair. this man was nice and made sure my lights were working before he left my home. Just know that I will tell every home owner I know about Choice and how they take your money and then refuse to cover you claim. And had I known about all the complaint against Choice  on the Revdex.com site I would have never use the company . 
Regards,
[redacted]

Dear [redacted],
Upon purchase of the policy, you are provided 30 days to review the coverage. If you disagreed or did not understand you were able at that time to cancel the coverage for a full refund.
Per the policy, Section F. Limitations of Liability #1 and #8 state that CHW does not cover failures that are caused by rust or corrosion.
This information is not only provided online at our website but it was emailed and mailed to you before the policy start date. Also, you could go to the online customer account center to view your own personal policy.
We do regret any frustration that this has caused.
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/useragreement.com.Upon review of your claim for your Limited Roof Leak claim, I do see that the diagnoses from the technician stated that the majority of the roof would have to be repaired; this is considered to be a replacement of part of the roof. Per the policy, Section Letter E., Number 6. CHW is not responsible for repairs related to partial roof replacement and appendages.On 7/31/15, we assisted with a goodwill gesture and removed the optional Limited Roof Coverage from your policy.  This was not something that CHW had to do, they did this as a good will gesture.We do apologize for any frustration that this claim has given you.  If any of our employees were rude to you in any way, we do apologize as CHW doesn’t condone that type of behavior.  We will look into the calls and if there were reps that were rude, the VP of Operations will be notified.As per the claim, CHW is in full compliance with its terms & conditions.  Respectfully,CHW

Dear [redacted], We do see that you had chosen to cancel your policy rather than to allow CHW to provide you with the unit.  We also see that you were provided a full refund of the policy.  CHW is not going to provide you with a new unit when you have received a full refund. Please check your credit card that you signed up with, the refund had been placed onto the credit card on the 28th of April. We do regret any frustration that you had. 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]
  Upon review of your claim it appears that you were informed by CHW that your claim would be covered. We apologize for the confusion and thank you for sending in your proof or coverage. We have reached out to the technician to provide him with the necessary authorizations.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Records indicate that an agreement has been reached between you and CHW which will provide you with a refund and cancellation. If you have any questions regarding the agreement, please call the customer service team at ###-###-####.   Regards, CHW

Your claim has been reviewed in great detail and based on the diagnosis that was received from the trained technician, there will be no coverage provided for this claim. The shocks and suspension rods displayed rust and corrosion, which are not covered under the policy.  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]

Complaint: [redacted]
I am rejecting this response because: no owners manuel mention that not cleaned stove top burns receptacle and element. How burnt infinite switch is related to all this. So this is clearly refusing to fix my stove.
Regards,
[redacted]

Ms. [redacted],We do see that you did try to dispute your credit card purchase of this policy but again the policy amount of $41.88 was refunded to you.  Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:The AC tech told me that " He has never seen such a well maintained and clean AC system". I recontacted the tech and he is denying what CHW is claiming. He also reconfirmed that missing cap has nothing to do with loosing refrigerant in the second unit. The cap does not help to hold pressure and only prevents dirt/debris from getting in.  
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 www.choicehomewarranty.com/useragreement. In review of your policy, it shows that you purchased your policy on May 9, 2017 and it became effective on May 12, 2017.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 drum was out of shape.  A failure like this would not occur in the short lifespan of your policy, as you stated the last time the system was working was May 11, 2017.Per our policy, Section Letter A, Number 3, units must be “…in place and in proper working order on the effective date of this home warranty contract.”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 $100 to assist you on the non-covered claim.  You declined this offer and requested to cancel your policy. You spoke with our Customer Solutions Specialist who offered $100 of goodwill funds and also two months free.  You declined that offer as you insisted cancelling your policy. Per your request your policy has been cancelled as of May 16, 2017.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

As of this date, there is NO resolution to this issue we have with Choice.  Regina S[redacted] and I verbally agreed to a plan on the phone; however, after 3 different "agreements" sent, we still do not have an agreement.  Their agreement indicated that Choice would pay the [redacted] a total of $400 to complete the work on my 84 year old mother's air conditioner.  We would then pay $810 to [redacted] We wanted to ensure that [redacted] would follow through with this as "Choice vendor". To date, we have not been able to get a response from ** nor has Choice followed up with this vendor. There have been numerous phone calls with ** and no response.  Their only one time contact with my sister on Monday was that they were not aware of this plan and had not been contacted by Choice.  My mother has sent a certified letter to ** with the Choice "release" and their promise to pay but again, it does not appear this will resolve amicably as hoped. We are getting our own HVAC specialist and mold specialist to now take a look at the problem, give us estimates and do the work.  We have NO faith in Choice or their vendor to follow through with what they say they will do.  This has been going on for 3 weeks to the day.  This is occurring in the hottest part of the season and with NO air conditioning and the house closed (since my mother cannot stay there due to health concerns) I strongly expect there to be a mold issue in this house since it is located in [redacted].  This is going to cost us much more than what we had originally asked.  I can certainly understand why Choice per my research has had over $700M+ claims settlements per Attorney General Office of NC. I wanted you to know what steps we have taken and are taking to resolve this issue. We are now contacting an attorney as I truly believe that my mother's contract with Choice has not only been violated but she has been taken advantage of since she is a senior citizen. The $400 Choice was willing to pay is in essence the balance of her remaining time left on her contract. The contract was to terminate after this service was performed.  She paid up front 3 years which I have never heard of with a home warranty company as I have home warranty on two properties as does my other sisters and friends.  Thus, as you can see, they are not doing "much".  Should you require additional information, we will forward you to our attorney.

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 evaporator coil was rusted and corroded, which caused the unit to leak out Freon as well as the compressor had bad service valves which caused another Freon leak.  The leaks that occurred on the system were due to 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 funds in the amount $500.  You accepted this offer on July 27, 2017.Please allow 30 days to process before the check is mailed out.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, we do see that CHW had offered and it was accepted a buyout in the amount of $450 to be sent to you in a check.  We do see that we had offered to replace the unit that you currently have but unfortunately you were not happy with the unit that we offered. Per the policy, Section F. Limitations of Liability #9 states We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. Again, we do see that you have spoken with the Resolution Manager and he has advised us that this matter has been resolved with the check that we have already authorized. 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 week will be three weeks that I canceled my policy, and I have yet to receive the money at my bank. Once money is in my account then I will retrieve my complaint to the Revdex.com, thank you.
Regards,
[redacted]