Bass Services, Inc.

[redacted]We do regret this frustration however we don't have a policy with this name attached.  Please provide us with the correct name and address in order for us to review your claim. Thank you,CHW

Mr. [redacted],We do regret all the frustration that you have been going through however CHW has offered you the only offer we can which is a full refund of the policy.  We understand that you have a receipt however this is not a covered claim per the terms of our policy.If you would like to accept our offer, kindly contact us at ###-###-#### and we will send you an agreement.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 system was low on Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.  You agreed to have the technician perform a leak test for your unit.The results of the leak test stated that there was rust/corrosion found on the condensing coils that caused the coil to form holes which led to the Freon leak.  In addition to that, there was debris build up on the condensing coils which was causing the unit to not run properly as there was a lack of air flow.  These failures could’ve been prevented if the unit was properly and routinely maintained.   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 therefore you requested to cancel.If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review.  If the records show that the system had been maintained, we would adjust the claim accordingly.  We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted]As stated previously, our policy states in Section Letter F, Number 9, “…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…”However as a goodwill gesture, we will adjust the total cost towards a new unit to $500.00.  You already received and cashed the check in the amount of $390.00 therefore, we can send out another check in the amount of $110.00.To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
I'm not getting the amount $545 form CHW which is very basic charge. CHW's technician broke my oven, I have been eating junk foods randomly which has ruined my and my family's health. I have not charged for that.CHW hasto pay me $545 in full plus notary fee if they need the letter to be notarized.And I cannot afford public notary.
Regards,
[redacted]

CHW has made an attempt to provide a goodwill payment to assist with the cost of the repairs for the non-covered claim. An offer was extended in which CHW would assist with $390 towards the payment, leaving a balance of $795. The offer was declined. However, the claim remains non-covered. If you would like to take advantage of this offer, please call CHW customer service team at ###-###-####.   Regards, CHW

Hello, A decision was made based on the diagnosis that we were provided with. If we were in receipt of the 2nd diagnose we would have been happy to check further. At this time, unfortunately, you have canceled your policy with CHW and you were provided a refund in accordance with the policy, section Letter L, Number 4. We did offer a refund of the paid policy in full for $399 which you denied. We apologize for the frustration in this claim however, the denial stands. Regards, CHW

Dear [redacted]Our policy states in Section Letter C, Number 2, that CHW”…will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays…”  Upon the submission of your claim, we contacted all of available technicians in your area on 10/26/2017.  On 10/27/2017, you opted to contact your technician for the diagnosis.  While we regret to hear your dissatisfaction, please understand that whether or not it was our technician who submitted the diagnosis, the outcome of the claim would remain not covered as we do not cover valves. 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 that began with us on 7/26/15, I do see your claim for the air condoning system placed on 8/3/15.  The technician stated that the coils were clogged; this can restrict air flow into your compressor and therefore leaving the compressor not to function.  Routine maintenance does consist of cleaning out coils.  Our customers are responsible for maintaining their unit per the manufacturer’s specification.  They should have a technician come to their home and clean the unit so that the unit can function properly.  Also, the customer is responsible to come into the policy with the units in proper working order.  Coils take time to clog and that would make it even longer for the unit to fail.  This shows us that the unit did not come into the policy in proper working order as our policy requires it to.Per our policy Section F. Limitations of Liability 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.As well as :Section A. Coverage #3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We always urge our customers to read through the policy and contact us if you should have any questions.We do regret that we are unable to assist you with this claim.  Regards,CHW

Dear [redacted],We regret to hear your frustration and dissatisfaction with CHW. Please be advised that our policy states in Section Letter F, Number 16, that “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.” Our Sr. Claims Specialist advised you of the outcome of the claim in which you were not satisfied.  We strive to provide the best customer experience, therefore, we offered to purchase a new refrigerator; you declined this offer.  You accepted the funds of $600.00 in the form of a check, which you received and cashed on 9/18/17.Per your request, your policy was cancelled on 9/21/17 and your prorated refund in the amount of $332.40 is currently processing.  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:While I did not receive a phone call from Choice Warranty Services on 9/21/16,  They have resumed calling my cell phone number again today.  This company has NO communication with it's staff and they continue to harass people. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I had the technician call plus included him on a conference call where I explicitly asked if rust caused the leak. He stated adamantly that it did not, and that the leak was coming from the sauder joints and was simply equipment failure. Your company refused to back down due to the mere presence of rust, regardless of the fact that it did not CAUSE the leak. Again, you've taken a natural occurrence of an ac unit and are using it to deny coverage that should be rightfully covered. Shoddy business practices. Your $200 offer is an insult, but at this point, I felt I had no other choice but to accept it, since nothing my technician had to say made a difference. 
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 reviewing your account and claim, we would like to provide you with a check. As outlined in the policy we allow 30 business days for the check to be provided. However, the account is past due. The last payment was made on May 6, 2016. We made arrangements to process a check on May 17, 2016. We are awaiting the payment which would make the account active. At that time, we can provide the check and handle the requested cancellation. Please call the 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

Dear [redacted],
We do regret any confusion, however our inside technical staff has reviewed this claim and they have advised us that the failure of the one part is secondary to the other. This is a common failure that happens majority of the time. Once the pressure switch fails on the compressor the condenser fan motor will then fail which makes the compressor secondary failure.
Please note that CHW will only cover failures that are of normal wear and tear per our policy. We have offered to assist with the fan motor and the pressure switch however we would need you to provide the paid invoice. Kindly send it to [redacted] Thank you,
CHW

Complaint: [redacted]
I am rejecting this response because CHW is not who they say they are.  957 Revdex.com complaints proves this fact.  They look for whatever reason they can to deny claims.  They changed their reason only after I pointed out that the representative was wrong and she knew it.  They say "for piece of mind....and things wear out over time....so buy our home warranty services".  They leave out the part about not honoring contracts and screwing over hard working, honest people who put their trust in their company.  Horrible business practice in my opinion.  Everyone I recommended has cancelled with them as a result of my experience and many more will as I continue to tell my story.  
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 policy, we do see that the start date was 5/19/16 and 7 days after the policy began you placed a claim for the AC System stating that the last time it was working was on 5/25/16. CHW did send a technician to your tenant’s home to diagnose the system. Upon diagnosis it was stated that the unit was not cooling due to a Freon Leak in the condensing unit. A condensing coil will not develop a leak and lose enough Freon to stop cooling within the short life span of the policy. Our policy requires all units to enter the on the start date in proper working order. CHW does not require an inspection for any units because we trust that our customers will enter the policy as required with the units working properly. Per the policy, we do not cover any known or unknown pre-existing conditions as stated in Section F. Limitations of Liability #1.
We do see that you have chosen to cancel the policy and CHW did honor that request and we cancelled the policy per terms, Section L. Cancellations.
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 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 the policy we do see that you signed up with CHW on 6/5/15 and the policy started on 7/5/15, the policy was $45.00 a month until you canceled with us on 8/26/16.  CHW has assisted with paid claims in the amount of $1309.49.In reviewing the claim for the AC system, we do see that the diagnosis that was provided to us stated that the unit failed due to rust and corrosion.  Please see our policy, Section F. Limitations of Liability #1 and #8 which states that we do not cover rust as a failure.  The technician did send pictures to us to confirm the diagnosis which we have attached. Per our policy, any failures that are caused by rust or corrosion would not be covered. Due to the policy being cancelled, CHW cannot offer a good faith offer for you as this is a clear non-covered claim.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

You can call the customer service team directly at ###-###-#### to assist with the cancellation of your policy.   Regards, CHW

First of all, when the technician came out, he never even looked at my plumbing issue with my whirlpool tub, because he said he was there to service a garbage disposal for which I didn't know what he was talking about. He refused to let me contact Choice and left immediately. When I then called Choice, you did nothing for 24 hours and when I finally contacted Choice again, it took another 24 hours for you to advise of a new service provider they didn't work on whirlpool tub which was my original order of repairs. When I then contacted you again, you advise me that the technician said, he did service my tub and it could not be repaired and there was nothing you guys could do. I asked to speak with a Supervisor and the Supervisor told me there was nothing she can do and I still owed the technician when he didn't even spend 5 minutes in my house. So that is when I cancelled the plan. This is the worst company I ever dealt with, with horrible customer service skills and blatant disrespect for the customer. I would never use your services again and wouldn't dare recommend you to anybody. Your company. Is the worst company I ever dealt with. No professionalism or regard for the customer. You will not get away with this!!!!!

Dear Linda [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 the claim and per the conversation with Elliott a check has been mailed in the amount of $400.00. CHW apologizes that you haven’t received the check as it has been mailed. We have requested that our accounting department confirm with the bank if the check has been cashed as it was mailed in July. The customer service team will follow up with you once this information is received.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW