Bass Services, Inc.

I just spoke with the customer and we are going to place the funds onto the credit card that she just provided me with because the funds were cancelled because the policy was

Complaint: ***
I am rejecting this response because: The company is obviously making an attempt to marginalize the issue and not standing up to their claim of quality customer serviceI have rejected the $offered by Choice Home warranty company, the rejection was in writingThis company need to replace my wall oven immediately
Regards,
*** ***

[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
Regards,
*** ***

A leak test is requested to find out the cause of the failure of the unit We did not know why the unit was running low on Freon and what the actual issue was A leak test is the only way that we can be certain of the failure.CHW

Complaint: ***
I am rejecting this response because: I know we could round on this and I have no way of winning However, just know I've talked to several contractor that say you treat them like crap as well I may never receive what is owed me, but this does not stop hereTell your criminal CEO we all know CHW is the biggest scamRegards
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 *** A review of your claim shows that the claim was processed according to the policyThe unit had a failure of air flow restriction which in turn caused the compressor to call for more ampsThis made the unit work harder and start to over amp which eventually caused the unit to failThis is something that occurs with lack of proper routine maintenance and is not covered in accordance with the policy section Letter F, Number CHW doesn’t require that customers provide maintenance records, however, you are invited to submit the maintenance records to have your non-covered claim reviewed in hopes of a more favorable outcomeYou can submit the records to *** and be sure to include the claim number on all documentsPlease call the customer service team directly at ###-###-#### if 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

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 claims shows that the claim was handled properlyThe diagnosis that was received, assisted CHW in making a determination of the claimThe diagnosis that was received was that the unit was leaking form the suction side going into the Evaporator CoilThere was also a vibration and pictures that were sentIt was determined by the pictures that there was rust and corrosionSection Letter F, Numbers and of the policy indicate that rust and corrosion aren’t coveredPlease call the CHW customer service team with any questions at ###-###-#### 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: Choice Home Warranty is a big scam!!!!Nowhere it is mentioned by the Air Condition company it is due to failure of compressor.CHW are making their own determination.The Air condition company letter is attached indicating it was due to wear and tear I have lived at that house for past years and all the appliances including the air conditioner were regularly maintained.Once again CHW has made their own determination that the air condition was not maintained.They did same thing with my Washing machine was gone, they made me spend $and paid only $and was told that they are doing me a favor.I had submitted to them the estimate prior to installing the AC, they never came back to me indicating the claim was denied. I have sent emails after emails they never respond until Revdex.com took over.It is their tactics and strategy to frustrate the consumers, so they stop following up.I receive many email from CHW selling their insurance promising the world, when it comes to pay the claim they throw the contract book on your face.This has been my worst nightmare and please guide and help me to recover the claim. Thanks
Regards,
*** ***

*** ***,As a goodwill gesture CHW will provide you with the funds as we stated upon receipt of the invoice The documents do state $however we will increase the offer for you to $ Please note that the copper tubing has another tub inside that causes pin holes which lead to the failure Per our policy, rust and corrosion is not covered As we stated, we will be more than happy to provide you with $upon receipt of the invoice. Thank you,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 was purchased on 11/13/12, it began days later on 12/13/ Within this time period are you allowed to cancel the policy for a full refund You chose to cancel the policy on 6/11/after CHW had paid out $of the claims that you had placed Although your payment was $1890.00, you broke the contract and you were charged for the months used, plus the amount that CHW paid for the claims and an administration fee of $ Your refund of $is correct Please see Section 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.We do apologize that you are unhappy with the refund that you received but this was stated in the policy upon you signing up for it Our policy was mailed to you, you have it on email, could have viewed it by using your online ID or you could have gone to our site, as stated above.CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best 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 our web site at *** Upon review of your policy, we do see that CHW has assisted you in past claims in a total of $We do see that there was a claim placed for the heating system in your home and we do regret that our policy doesn’t cover failures due to rust or corrosion. Please see section F#as well as F#If you disagree with this diagnosis you are more than welcome to provide a second opinion at your own cost, per the diagnosis and the pictures that were sent to us this claim was non-covered per the terms and conditions of our policyWe do regret your frustration with this claim and do hope that we are able to help you in future claimsBest regards, CHW

Choice Home Warranty,Yes, we have a/c units for our home No, we do not have improper coverage One new unit was installed last year and still under manufacturer’s warranty therefore we do not need coverage by CHW This covered claim total is $4113.50. I expected CHW to honor this claim

We suggest you contact the company that came out to your home They are responsible for their workAs stated in our policy in Section FLimitations of Liability #19 You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damagesYou expressly waive the right to all such damages

Complaint: ***
I am rejecting this response because your policies are strategically written to NOT meet the needs of your consumers Upon checking with your competitors, I have learned that you have designed your services to deny most claims, of which I find quite disappointing I have found this to be true, due to my past experience with your company denying all of my claims I wanted to make sure that this was filed with the Revdex.com so that future consumers can make a good conscience choice of NOT going with your company I will make sure that I inform many of my peers not to choose your company for home warranty services And I have fulfilled my duty of letting the records of the Revdex.com reflect that my complaint and recommendation to future researchers is to NOT go with this company!
Regards,
*** ***

Dear *** ***, After reviewing your policy, I do see that you were provided a copy of the policy upon signing up with us You were provided a hard copy as well as an email Unfortunately we do not offer a $service call fee and the lowest amount that we have ever approved for would have been $45.Per our policy Section ACoverage #states that you must enter the policy with all units in proper working order days after your policy had started you placed claims with us and all were not covered due to the policy.We do regret your frustration and that you have cancelled your policy with us. 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/user-agreement/. 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 a leak on the thermal expansion valve. Per our policy, Section D, Number 4, CHW does not cover “…thermal expansion valve…”Our SrClaims 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 $towards the repair. You declined this offer. 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 www.choicehomewarranty.com/user-agreement/. A review of the claim shows that it was processed according to the policy. Based on the diagnosis that we received, it stated that condensing coil was leaking due to corrosion. Per our policy, Section Letter F., Number 8, CHW is not liable for repair of conditions caused by “…rust or corrosion…”Our SrClaims 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 $towards the repair. You declined this offer.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Dear Mr***,We do regret your frustration however our policy does cover the internal components that make the water hot however we do not cover the actual water heater tank due to the fact that a holding vesselIf your unit needs to be replaced, our policy states in Section DCoverage #6.We
do urge all customers to review the policy before the start date and if you have any questions of concerns, please feel free to contact us. Thank you,CHW

Dear Guy *** 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 your policy shows the claims were processed in accordance to the policyThe initial claim placed on 7/1/A diagnosis received from the technician was that the system pressure was low and needed to be adjustedThere were pounds of Freon added to the unit at the time, although the unit holds pounds of FreonThe claim was then closedOn 7/19/another air conditioning system claim was placedA leak detection test was needed as the unit had just had Freon added two weeks priorIn accordance to section Letter D, Number of the policy, leak detection tests are not covered, however, based on the diagnosis afterwards, the repair may be covered by the policyThe customer is also able to either use the technician that was contracted through CHW or choose to use their own technician, either way the leak detection test remains non-coveredA diagnosis was submitted that there were multiple failures with the unit that was caused by the unit being dirtyAs such, the claim was non-covered in accordance with section Letter F, Number which states, “We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor 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” 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 www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that you placed a claim for your AC system on 7/13/and although there was a technician assigned to your claim, we do see that you had to contact us back to have a different one dispatched As of now, there is a tech currently assigned at $service call fee Please contact *** *** *** *** *** at ###-###-#### If for any reason you are not able to schedule an appointment with this technician, you are welcome to contact us back or you can go through our reimbursement option We can send you a form, once you have a technician at your home, they would have to contact us to provide the diagnosis CHW will advise if the claim is covered and how much we are able to cover We do state in our policy that if you have the work done without having authorization, you will not be reimbursed.Kindly contact us at ###-###-#### and let us know if you would like for us to send you the form or if you would like to wait for the current tech that is available for you.As of now, CHW is not offering a refund of the paid policyYou are a monthly customer which means that at any time you can cancel however a refund is not something that we are able to offer at this time.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW