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 *** A review of the claim shows the claim was handled according to the policyInitially, the control board needed to be replacedThis was handled and the technician found the drive motor to be burned outThis is a result of secondary damageThe shorted out control sent the surge to the motor resulting in a short outThis is considered secondary damageSection Letter F, Number of the policy indicates that CHW is not responsible for repairs related to secondary damagesCHW did offer to provide free months of the policy based on the issues with the delay in obtaining the initial part and diagnosis and it was declinedThe policy is no longer active with CHW We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW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 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 *** Please accept the apologies of CHW for any miscommunication or level of service that you received that wasn’t outstandingA review of the claim shows it was handled according to the policySection Letter F, Numbers and indicates, “We have the sole right to determine whether a covered system or appliance will be repaired or replaced….” And “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”However, based on your feedback, CHW has agreed to repair the existing unitBased on the information, the reason the time was scheduled on your behalf was that it was an attempt to provide you with the soonest next available appointmentHowever, if the time doesn’t work for you, you may call either CHW at ###-###-#### or *** directlyThe reason the technician was dispatched again is because the work order was closed by the technician and in order to resolve the issue, CHW is in need of a current work order and diagnosisCHW values all customersYou have indicated that at the resolution of this claim you would want to cancel your policy, please refer to section Letter L, Number of the policyYou may call the customer service team directly with questions 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: Based on the response Choice Home Warranty provided the Revdex.com, the diagnosis has changed from what I was told by the technician at *** *** ***The diagnosis I was given is that the compressor failedI was told the AC Freon was fully charged and the technician did not indicate there was any sort of leakOn the receipt provided by *** *** *** there is no mention of the Evaporator Coil leaking Freon During my interaction with the technician, he also never indicated rust and corrosion nor did he say the Evaporator Coil was leaking FreonIt's bad enough Choice Home Warranty did not cover any of this repair, but now the company is saying something contrary to what's on the report I received.I previously stated that Choice did not respond timely after diagnosis. I was advised the reason was due to there being a mix up between another customer and my reports which was due to us having similar namesChoice also mentions I cancelled the policy after they denied my claimOf course I cancelledI was given an ambiguous reason for denial of coverage and no one spoke to me personally, explaining the rationale behind the denial, which to me is dismal service. I was just said refer to line 12, failure to maintain the unit, with no explanation of how they came to this conclusion.My unit is extremely old and has been well maintained for its many, many years of serviceIt worked great when I purchased my home and provided excellent coolingI stand behind my belief that the denial is due to Choice not wanting to pay for any repairs and the age of the ACI firmly believe Choice should not claim that age doesn't matter when consumers purchase their home warranty policies if they are not going to honor the policy.The only satisfactory resolution to this matter is to repair the ACMy family is living in Phoenix, AZ with no central airRegards,
*** ***

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

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 *** It appears that a manager has taken over your claim and is working to assist you with having the issue resolvedIf you have any questions, please call the customer service team at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Mr*** ***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 ***Upon review of your claim, we do see that this claim was not covered per our policy Section A#that states all units must enter the policy in proper working order The fact that your policy began on 10/9/with the proof of coverage and the claim was placed on 11/11/15, this failure could not have happened within the few weeks that the policy was in place.CHW offered you many goodwill gestures however you had declined all of them We offered a goodwill gesture of $to assist with the unit and when that was declined we offered to provide you with a full refund however with a full refund we do need to have our standard release agreement signed If you sign our agreement this is our company standard document and we cannot place changes or add on any additional information and since you sent this back to us with your own conditions it was voided.We will be happy to provide you with a full refund of your policy since this claim is not covered per our policy however in order for us to release the funds we do have to have the release back not editedThis agreement would mean that you agree to the resolution since we are not offering to cover the claim because it is not covered in our policy.We do regret any frustration that you have endured and are happy to assist with the goodwill gesture.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 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 *** It appears that we have had the opportunity to work with you regarding your claimPlease feel free to call us directly in the event you have any questionsOur customer service team can be reached at 1-*** We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

*** ***,We do apologize that the postal service misplaced the check and we are happy that you did receive it We have documented that you received the check and that the claim is closed.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 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 *** Upon review of your claim, it was stated that the unit had a failure due to rust. Per our policy, Section FLimitations of Liability #& state that we do not cover failures due to rust. If the unit had any of the failures that you stated “a manufacturing defect, tubes rubbing together due to vibration, the installer did not properly solder the line set to the coil, dissimilar metals touching eating each other, or contaminants in the air that can eat the copper and cause a leak (exdrywall dust, formaldehyde used to make new carpet, bleach or ammonia, etc.)” these are not covered as well. Please see our policy Section F#as well as 15. CHW does not cover failures due to manufacture defectWe do apologize that anyone in our company was rude to you in any way; this is not condoned by any means and will be addressedWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, CHW

Hello, There have been payments made on claims since joining CHWCHW doesn’t want to lose any customers, however, if you would like to cancel as indicated in the last response you may do soHowever, it would be in accordance to the policy agreement section Letter L, Number If you would like to cancel please call directly at *** 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 ***, and find that this resolution is satisfactory to me
However, employees of the company misrepresented coverage, stated I would get calls that were never made and the policy itself is misleading at best. Choice needs to review their method of doing business. As an example, Pool Coverage actually doesn't cover much, if any, salt water pool equipment. Most warranty companies have Pool Coverage and Salt Water Pool Coverage so that the proper coverage can be purchased. Choice doesn't, charges the cheaper non-salt rate and doesn't tell the consumer up front. There are many instances of this throughout the policy and that is why there are so many consumer complaints
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The first invoice was simply an invoice not the detailed print out from a HVAC certified tech that performed the workI provided the detailed report from my HVAC certified tech that described the maintenance that was performed on my unit and it was above and beyond the recommended maintenanceThe report listed the serial number and address to my homeMy HVAC tech and the tech that Choice sent out to my home do not agree with your statement that a lack of routine maintenance caused the compressor to failThis is simply Choices way of avoiding payment for an expensive item that should be covered according to their warranty contractAlso, at no time did I request to cancel my coverage that is the last thing I want to do while attempting to get Choice thandle their responsibility
Regards,
*** ***

Complaint: ***
I am rejecting this response because:This is their standard answer for any AC that quitsI will get full records from *** *** *** *** showing that the AC was maintained just because it leaks doesn't mean it wasn't maintained it just means it started leaking it was a twenty-one-year-old unit where most AC units last on average to yearsThis is been there practice for years and they need to be stoppedPeople who buy these warranties buy them for a reason they want assurance that should something break their Warranty company will cover itI've only lived in this house for one year therefore everything I did was per manufacturer's recommendationsThe previous owners had *** *** *** *** take care of their unit for many many yearsSo their practice of stating it doesn't matter of age they'll cover it is a lie they want you to have an old unit so they can say you didn't take care of it because it doesn't look brand newI will also be opening up a case with the attorney general and I will go as far as I have to goI will hopefully have all of the paperwork needed next week
Regards,
*** ***

Dear *** ***We regret to hear your frustration. The information regarding your dishwasher was accurate. The heater and pump that failed in your unit does take time to fail. Your policy coverage start date was 8/27/and you advised us that your unit was last working on
8/31/2017. This failure would not have occurred in the short lifespan of the policy. The outcome of the claim remains uncovered. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Once a policy is cancelled, there is nothing that can be done with CHWAdditionally, monies are only refunded that are paid to CHW, not to the technicianCHW values all customers and would like each experience to be one that is extremely pleasantHowever, there will be instances where customers will not pleased with the results of their claimsThe details of the policy are included in great detail 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 ***
We do apologize although we do not have control over the shipment for the time that this has takenThis claim shows to be completed as of the 20th
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

Dear *** ***,We do understand your frustration however per our policy, not only does our company not cover the tanks themselves, we do not cover the technician’s negligence Please see Section F, #that will explain that we do not cover any damages that the technician’s might cause All of the technicians that are sent to homes are insured and they are responsible for the damages and negligence that they cause We do ask that you contact the technician and if you need a number to reach them, we will provide it to you.As a good faith offer to assist you, even though this policy has been expired, we are willing to provide you with $to assist.If you would like to contact us and accept this offer, we will send you the proper paperwork however this is the only amount that we are willing to provide due to the policy’s exclusion that we are not responsible for this issue but we are willing to assist.Thank you,CHW

Complaint: ***
I am rejecting this response because: in my attempts to go through the reimbursement process, as CHW states is an option if one of their technicians can not properly diagnose the problem (which happened for this unit on MULTIPLE occasions), I was met w/ hostility and the complete refusal to accept the 3rd parties diagnosis; as this diagnosis provided a long term solution and naturally was more costly CHW has no respect for it's customers as I experienced when working w/ the customer service "Manager" whom yelled at me and hung up on me on several occasions I was forced after weeks of back and forth to come fully out of pocket ($5K+) This I'm convinced is what they are trained to do and it, in my opinion is an utter scam This is the exact reason why 89% of the reviews on Revdex.com are negative and they currently have 2,complaints I've also wrote a letter to the Office of the Attorney General Consumer Protection Division This type of customer relations and business practice is not acceptable and I will make sure it does not happen to another customer
Regards,
*** ***

Complaint: ***
I
am rejecting this response because: The business, Choice Home Warranty (CHW), did not respond directly to this Revdex.com complaint. My complaint referred to providing me with contact information on their contracted service technician they sent to my home. This technician defrauded me of approximately $1095. CHW must have definitive contact info on him if he were vetted properly as their contract representative. If CHW does NOT have contact info on him, they are guilty of unfair business practices in sending a fraudulent person to my home. If CHW does not feel responsible for his actions in any way, they are simply wrong. In any case, CHW's response did not address my request-for-contact complaint directly and chose to discuss a payment they made me which is irrelevant to this Revdex.com submission
Regards,
*** ***

Dear *** ***,We do understand the frustration with this claim however an inspection report does not prove that a unit had been properly maintained An inspection report will show that the unit turns on and off This unit had multiple failures, the compressor and the start relay cannot stop working within one day It would take time for these failures to occur and therefore did not come into the policy in proper working order Per our policy we do not cover failures that are known or unknown to the policy and Section Acoverage, all units must enter in proper working order.As a goodwill gesture, we can provide you with a onetime free service call fee to add to your policy for any future claims that you may have.We are not able to provide you with any coverage for this unit and in order to have it covered under the policy again; we would need you to submit proof of repair.We regret your frustration and hope that you accept the goodwill gesture of the onetime free service call fee.Best regards,CHW