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 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 in agreeance.  Please note that your policy has been expired as of 8/6/17, therefore no further actions can be taken in regards to this claim.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: It is a lie.  I did not reject service unless I could get a new unit.  I was told that even though I paid for my contract to start November 30, your company never told me there was a 30 day grace period before the contract starts.  Which means you charged my credit card illegally since Choice decided my contract would start on Dec. 30 and not when I was charged on Nov 30.  In addition to this the last day I did laundry was Dec. 28.  Choice decided my contract didn't start until Dec 30.  When I went to do laundry on Jan. 3, I was told since the last working date was prior to my contract working that Choice would not cover someone to come out and look at the dryer to fix it for my $45 service cost.  I NEVER requested a new unit, stop the lies! When the customer service rep asked me to upgrade my commitment for more than a year, they hid the fact there was a 30 day period I would be paying for services I wouldn't have access to and hid the fact my contract wouldn't start the day payment was received.   Your business practices cover and hid the 30 day period when the consumer is paying for services they have no access to and Choice lied and stated I requested something I NEVER requested.  Why would I want a new unit if my other one could be fix?
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 review of your claim, it appears that the claims were responded to accordingly in connection with the established policy. In section Letter F, number 8, we are not liable for repair of conditions caused by ruse or corrosion. Additionally, as indicated in policy section Letter D, number 4, we don’t cover leak detections.   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]

[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

Dear [redacted],In reviewing your claim, we do not see that this was not covered for many different reasons however the main reason that CHW will not cover this claim is due to the fact that the unit is still under manufactures recall.  Please see Section F. Limitations of Liability #15.We ask that you contact the manufacture and speak with them as they would be able to assist you with the claim. Our policy does not cover any units that are under a recall or warranty with the manufacture.Please feel free to contact the technician that had gone to your home for assistance, they will be able to provide you with the diagnosis that states this.If you disagree with the outcome of the claim and do not feel as though there was a power surge or that there is a recall on this unit, we ask that you provide us with the second opinion and we will be happy to review.As a goodwill gesture we have placed a onetime free service call fee onto your policy for any future claims that you have to submit however we will not be able to submit a second one for the washer since it is not a covered claim per our policy unless you can show otherwise.  Please have your technician reference the claim number for the first claim that you placed for this unit with was [redacted] and provide our authorization with the reason of the failure.Thank you,CHW

CHW values all customers and apologize for any rude remarks or comments made. You may 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 [redacted] Upon review of your claim we do see that the technician advised us since the unit was completely empty of Freon, there were holes in the condensing coil that the unit lacked proper routine maintenance. He stated that any technician that maintained this unit have seen this issue and would have corrected the failure.If you have had routine maintenance done to the unit, please send the records to us at [email protected] and our authorizations team will review them.  You are always welcome to have a second opinion and provide it to us and we will reopen the claim for review if the diagnosis is different than what was provided to us.We do look forward to a resolution for you in this matter.   .All of our best,CHW

Complaint: [redacted]
I am rejecting this response because:the part that was corroded & rusty is out in the weather & is normal wear n tear on any unit !!
Regards,
[redacted]

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 [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

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

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]

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 [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

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 check in the amount of $300.00 was processed and mailed. While it does take 30 business days to process the check, CHW will mail the check using the standard United State Postal Mail. We will verify if the check has been cashed and if not request a cancellation of the mailed check and the processing and mailing of a new one. Please call the CHW customer service team directly at [redacted] should you have any questions.   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:
My sumpump is permanently installed and it should be covered under the warranty. So I will not agree with their decision
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I tried calling CHW full refund and I have not been given  nothing but the runaround and been on hold for over two hours.
I will have my lawyer to deal with this issue because the technician that CHW sent out  issue because the technician that CHW sent out  diagnostic was wrong and I need a whole new unit and the parts wasn't under warranty like CHW claim supervisor stated so I feel as if I was given incorrect information and the technician   Didn't know what he was doing and just gave any diagnostics because he never check the outside unit And didn't do a thorough check with the inside unit as well so if you can please give me a call [redacted] thanks [redacted].
Regards,
[redacted]