Bass Services, Inc.

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 www.choicehomewarranty.com/useragreement. We do understand your frustration however, regardless that you did not pick the technician, CHW states in the policy, Section F#that we are not responsible for the negligenceYou would have to contact that specific technician to assist you Please feel free to contact us and we will provide you with the number.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards, CHW

Complaint: ***
I am rejecting this response because: I sent you pages of invoices and pictures showing I did routine maintenance on my HVAC system and your claim rep denied my claim based on rust on the outer cage of the outside unit I live in Florida on the salt water every outside cage rust this has nothing to do with the running ability of my HVAC unitYour company is a scamI spoke with another heating and air company in my area that CHW used and a claim rep called them asked the tech to lie to the home owner he refused and the next day the CEO of CHW called the tech asked him to lie to the home owner he again refused and was told CHW would no longer use his companyI have spoke with the Florida Attorney Generals office and the State Insurance Commissioners Office.
Regards,
*** ***

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 www.choicehomewarranty.com/useragreementUpon review of your claim, we do see that the unit was stated to have a leak and in order for CHW to process the claim in full, it was stated by the technician that a leak test needed to be completed. Per our policy, we do not cover leak detection tests and we are not able to process a credit to you for something that was paid to the technician. However, we are able to provide you with free service call fees which is the value of $If you would like to accept our offer, please contact us at ###-###-#### and you can tell our customer service department that you do accept our offerI do apologize for not being able to return your call, our policy does allow me to have days for review. All calls and or emails are responded within the order that they were receivedWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policyRegards, Tracy M 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 www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy This was a covered claim Based on the diagnosis that we received, it stated that there was a failed multi-port valve leaking from the top Due to conflicts of scheduling, you opted to use your own technician, in which you paid upfront for the cost of the repair Please understand that if the claim is covered, we reimburse the labor and parts at our cost Please see our policy, Section Letter F, Number 16,“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 SrClaims Specialist advised you about the outcome of the claim, our policy, and offered you the reimbursement amount of $265, in which you were not satisfied We strive to provide the best customer experience, therefore, we offered half of what you paid for your repair, in the amount of $ You accepted this offer and as of June 26, we have authorized the funds for you Please allow 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

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 www.choicehomewarranty.com/useragreement. Upon review of your claim for your Air Conditioning System, we see that you documented that the unit had not worked since 9/15/15; this is before the policy began with CHW Per our policy, Section ACoverage #states that all units must be in proper working order the start date of the policy If the unit did not work prior to the policy’s start date that is a known pre-existing condition in which we do not cover per Section F#1.We do see that the technician stated that the unit had shorted to the ground and showed a lack of proper routine maintenance Per our policy, Section FLimitations of Liability #states that all units must be maintained per the manufactures specifications If you would like to submit to us maintenance records that show routine maintenance that you had done to the system, this will allow us to reopen the claim and review Please submit these invoices to [email protected] for our authorization team to review.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. 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 assetWe 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 purchaseIt may also be found on our web site at ***
Upon review of your policy with CHW we do see that we were able to assist you with previous claims totaling $ However we do see that you placed your claim for the AC System and in reviewing that claim, we see that it was placed days after the policy beganThe technician that was out to your home at that time stated that the unit was low on Freon, we did advise you at that time that the failure of the unit was too extensive to have happened within the timeframe of the policy’s start datePer our policy, Section ACoverage #states that all units must enter the policy in proper working order
On 5/25/16, you placed another claim for the same unit as well as your second unitThis claim showed that the units were completely out of Freon, there was a visible leak at the condenser on the top of the coilThe other unit had a visible leak at the bottom of the condenser coilWe did receive pictures of the unit and it showed to be in very poor condition and it was stated that there was a lack of proper routine maintenance however this being the same unit that was not working in the first claim that you placed a year prior shows that it was not fixed properly and therefore still remained a pre-existing failure to the policy’s start date
We do regret your frustration with this claim however CHW is in full compliance with the terms and conditions of our policy
Sincerely,
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 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 was missing 4lbs of Freon. 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. Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you understood and agreed. We received the results of the leak test which stated that the evaporator coil was leaking from the u-bends Based on the technician’s report, it stated that it was due to a failed brazing job from a manufacture malfunction. Per our policy, Section Letter F, Number CHW is not liable for “…manufacturer’s defect…”Our SrClaims Specialist advised you about the outcome of the claim and our policy in which you were not satisfied, therefore you requested to cancel. Please note, that we are unable further assist you on this claim as per your request, your policy has been cancelled.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: ***
I am rejecting this response because: I believe it is time to take this to the Texas Attorney Generals office to decide advertising, poor or no customer service or compliance with contract. I can not open this file so I will wait for the letter and contract to come in the mail.
Regards,
*** ***

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 on 8/7/15, we see that you placed your claim on the same day and you stated that the unit had not working in days prior to the policy.Per our policy, Section ACoverage all units must come into the policy in proper working orderYou stated that yours didn’t I do see that you were given a full refund for this policy.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 providersChoice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Dear *** ***
We do apologize for the inconvenience this may have caused you. We have contacted our IT department to remove your information from our do not call or email list. Please allow one week your information to process. If you continue to receive solicitations,
please forward the email or phone number to us at [email protected], so we could revisit the issue. Regards,CHW

Dear *** ***,We regret to hear your frustration, however, the repair that was done back on May 2, does not constitute as proper routine maintenance If you would like to further dispute this claim, you can submit your proper routine maintenance records for review to [email protected]. If the records show that your unit was properly maintained, we would adjust the outcome of the claim accordingly. RegardsCHW

Our cancellation process is a bit different, you paid for the policy upfront but when cancelling as per the terms in the policy, Section LCancellations You would pay an administration fee of $plus the claims that CHW had paid for your claims CHW has paid out $in claims.Please see LCANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us All cancellation requests must be submitted in writing. Please contact our cancellation department to further assist you.Thank you,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 assetWe 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 purchaseIt may also be found on our web site at ***
Upon review of your claim, we do see that you placed this claim only days after the policy beganPer our policy Section ACoverage states that all units must enter the policy in proper working orderBeing that the unit was not installed properly is a non-covered claim and it is also pre-existing per our policyPer our policy, Section FLimitations of Liability #states that we do not cover failures that are due to improper installations or repairs
We do see that you have paid $for this policy and CHW is offering to provide you with a full refund of the policyIf you would like to accept this offer, please contact us and we will provide you with the release agreement that allows us to do so
We do regret your frustration with this claim and the policy; however we are in full compliance with our terms and conditions of our policy
Regards,
CHW

I am rejecting this response because:I did not say the ac stop working the day before I said was working the When I went to bed about and it was actually cooling the lower level I sent the email requesting service at am on the 21st n I called the morning of theto confirm someone would come outMy home was still cooling at that pointYour representativeConfused the time because of what time I placed the follow up callIf you read my initial email and the time I submittedthe email it was on the 21st which my ac was still working until that eveningI see that your company is refusing toHonor the warranty which is not good business practiceWhy was I given several excuses prior to or whenI spoke to you representative she should have told me it wasnt going to be cover why did they want to send someone outThe following dayThese are clear sign your company simply dont want to pay for servicePlease read my email
Regards,

Dear *** ***We do apologize for the inconvenience this may have caused you. We have contacted our IT department to remove your information from our do not call or email list. Please allow one week your information to process. If you continue to receive solicitations,
please forward the email to us at [email protected], so we could revisit the issue. Regards,CHW

Complaint: ***
I am rejecting this response because: the washer has not been repaired yetThey only agreed to pay for the repair after I called the second time to complain about them wanting to give me dollarsThey informed me that if they repaired my washer that it wouldn't be covered afterwards which makes no senseHence forth, the reason why I pay for warranty is to get it repaired and to keep it under warranty.
Regards,
*** ***

CHW has made attempts to reach you and have not been successfulRecords indicate that you have called and requested to speak specifically with the manager and not allow a representative to assist youThe information has been sent to the manager requesting a call regarding the cancellation of the policiesYou may call CHW directly at ###-###-####. Regards,CHW

Complaint: ***
I am rejecting this response because:
Paid for a service and company is not compiling with what I was promised , there is no way that company can reject claim when they cannot prove that problem was pre exsiting because it wasn't pre exsiting pool ran fine for last years until pool failed
Regards,
*** ***

Complaint: ***
I hereby reject the Choice Home’s response to my complaint, and I maintain my position that Choice Home is not in compliance with the terms and conditions of their policy for reasons listed belowMoreover, I hereby maintain that Choice Home is exhibiting unethical business practices by refusing to honor a signed agreement1. The initial analysis by the technician was that the control board on the unit had failed, and it needed to be replacedChoice Home allowed the replacement of the board, and it was not until the refrigerator failed to operate after the board was replaced that the “surge” excuse was mentioned by Choice Home in order to reject the claim2. When I called Choice Home to follow up on the status of the new part that the technician said was needed, it was only then that the Choice Home representative mentioned that the claim was being rejected because of the supposed “surge”Upon hearing this, I informed the representative that there had been no incident of an electrical surge when the refrigerator failed, he mentioned that their decision would stand3. There is no technical or substantive proof of any kind that the failure was caused by a “surge”, and Choice Home has not provided any solid evidence that it was actually caused by a surgeMoreover, the part that was initially replaced does not contain any physical markings such as charring or anything else that indicates a “surge” took place4. The Choice Home technician did not mention to me at any time that he was certain that the issue was caused by a “surge”.Regards,
*** ***