Bass Services, Inc.

Complaint: ***
I am rejecting this response because: I as home owner maintained a service agreement with *** I do not have any peace of mind with Choice Warranty I know I have done the needed maintenance and have attached the *** letter
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 our web site at *** Upon review of your claim for your pool, we do see that we did send a second technician out to your home without a service call fee to properly diagnose the system. The failure was an improper previous repairPer our policy, this is something that is not coveredWe do understand that you have not owned your home for a long amount of time which is why CHW provides our customers with days prior to the start date of the policy to ensure that all units are in proper working orderAlso, this timeframe is provided to ensure that the customer is in agreeance with the terms of the policy, and if not they are permitted to cancel for a full refundIn regards to the oven claim, CHW did provide you with a check in the amount of $Per our policy, Section F#states “ 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.” We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, CHW

*** ***CHW cannot cover a unit that we were advised was full of egg and cockroach droppingsIf you would like to provide us a second opinion from a different technician, please have them contact us at ###-###-####Please have them speak to our authorization department. As a goodwill gesture we are willing to provide you with one free month of service If you would like to accept this offer, please contact us at the number above and we will send you an agreement, once that is signed we will then be able to skip the following month of service payment for your policy.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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we see that the tank of the water heater needed to be replacedPer our policy, Section D#6, tanks are not covered however, we did authorize you the amount of $to assist with the purchase or the repair of the unitThis is the only cost that we are able to provide considering that the tank itself needs to be replaced and that would be the only part that would be covered per the policy.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: ***
I am rejecting this response Because I called and logged the claim and was told everything was covered if not fully replaced with a new oneI am NOT asking for the retail priceI am asking for a fair priceI am simply asking the company have it repaired! I also have a bit network of realtors due to the nature of my business and once I recommended choice to many of them, going forward I'll make sure to not only purchase my next home warranty with American Home Shield but also ensure everyone I know understands the frustration I have been throughThe company doesn't understand that settling my claim at the fair price of $would keep them from loosing at least my business next year let alone other potential clientsIf you do the math, the company is willing to lose min$rather than increase my payment and only lose $I am sure this wasn't escalated properly because any customer service business would rather come to an agreement than have their reputation tarnishedI DO NOT agree to the $I'll be sure to review you on every site there is and rate you with star or give the lowest rating and encourage anyone with issues to escalate all complaints as far as possible such that you fall and others have an opportunity to serve us

June 23, 2015Dear *** ***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 started on 5/14/15, your claim that was placed on 6/12/was a non-covered claim due to the fact that all units have to come into the policy in good working order CHW does not cover any known or unknown pre-existing conditions A compressor cannot go bad within a month of having a policy, this would be pre-existing to our policy Please see SectionACOVERAGEAre in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage 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 homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We do apologize if you are upset or frustrated with this claim, CHW does follow everything within our policy and we urge our customers to read the policy CHW is in full compliance with its terms & conditions Respectfully,CHW

You are not eligible for a full refund as the days has passed for the policy Once you sign up with CHW you are able to cancel before the policy starts for a full refund As per Section LCancellations you would have a pro-rated refund that you did receive. Secondary damage is when something breaks and it causes other parts to break, for example with your claim, the initial failure was with the touchpad the component failed and send an errant signal back to the board, that caused the short.The secondary damage was to the main board. We do regret your frustration with this claim, we do show that the pro-rated refund was already placed onto your credit card on the 14th.Thank you,CHW

Dear George ***,Upon review of your claim, we do see that CHW offered you a total refund of your policy however you declined this amount due to the fact that you did not want to sign a release agreement with us stating that the matter had been resolved and you wished to complain onto the Revdex.com site.Since then, we have advised you our policy and explained that per our policy, the failures that you have had with this unit are not covered. We do expect all units to enter into the policy in proper working order, we also do not cover failures that are a cause of a pre-existing issue.CHW is willing to still provide you with a full refund of the paid policy back to you. We have already provided you with the refund per the terms of the policy in the amount of $and will be willing to provide the extra charges that we did charge per the policy; however in order for us to provide you with this amount, CHW would have to have a signed release agreement that does state that this is resolved.If you wish to accept our offer, please contact us and we will provide you with a new release agreement.Thank you,CHW

Complaint: ***
I am rejecting this response because: I was informed by your salesman that my direct question that ,I have a geothermal water heating system was cover when the saleman pitch was addressed to me and your salesman confirm that you did cover this systemWhere the changed came in was when I had a problemI called to file a claim for service and informed theme at that time again , I need a geothermal technical servican, the assigned A&R heating and cooling system, he called said he could not come out same day and inform me to call back to see if I could have someone else to come outI call spoke with manager of claim and was informed by her I could seek someone else to come out, I found a tech that was in there network, and he came out diagnosed the problem as a cracked fan and that's when it was denied as a pre-existing problemSo I feel this is on behalf of the company
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 the claim shows it was handled properlySection Letter D, Number of the policy states that CHW is not responsible for leak detection testsCHW received a diagnosis from the technician that the indoor and outdoor units were freezing up, also the compressor was very loudThe unit was also low on charge and there was a leak at the evaporator coilsThe photos showed that the coils were in very poor condition with rust and corrosionSection Letter F, Number of the policy 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” Replacement of the filter is not the only aspect of routine maintenancePlease refer to the manufacturers specifications to determine what is necessary for proper routine maintenance 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 it was processed according to the policyThe blower motor failed due to a weak capacitorThis will make the blower motor work harder and cause internal strain on the windingsBased on this diagnosis this is not covered per the policy section Letter F, Number in which secondary damages are not coveredCHW will accept a second opinion for review of this claimThe second opinion is at the expense of the customerPlease call CHW if you have any questions at ###-###-#### 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 claim shows that it was processed according to the policy. Based on the diagnosis that we received, it stated that the condensing coils were leaking; this was caused from a lack of effective routine maintenance. Please be advised that the pictures we received confirmed the condition of the unit.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 or routine maintenance...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. As a goodwill gesture, we offered $+ one free service call fee for your next claim. 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 Liza ***, We do apologize that you were not happy with the policy that you purchased with Choice Home Warranty. Please note that our policy is online for anyone to view, before the policy is purchased, and we also provide you with days after the purchase to cancel for a full refundOnce the starts if you chose to cancel, you are subject to Section Letter Lin the policyWe do see that you paid $for this policy and CHW has paid so far $for your claimsAs we explained to you for the claims that you placed and the process of the policy, CHW has done all that we can for all of the repairs that you have requestedWe do regret if there was anything that was stated upon purchase of our policy that was misunderstood however we do again provide you with days to review your policy and cancel within that amount of time, before claims are placed for a full refund at that timeAs of now, your policy with CHW doesn’t have a refund due to the claim amount that we have paidWe do appreciate you as a customer and have placed a onetime free service call fee under your policy for one future claim that you might haveLastly, please note that it does state in the policy that CHW is not an insurance company, please see Section Letter ACoverageThank you, CHW

Complaint: ***
I am rejecting this response because:
You have no way of determining the maintenance routine of my system without asking or reviewing my maintenance records so your claim denial has no meritI will pursue with legal action as it is time that someone brought your illegal business practices to lightYour A/C repair person told me that you would reject my claim as your company always does and thus they tried to give me an deal outside of your fake warranty so from my perspective you and the A/C repair company have come to an agreement thus the warranty service scam is unveiled.Companies like yours will be held to the standard that you advertise so I look forward to seeing you in court to discuss your illegal practices along with the A/C company that you have partnered with
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. 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 compressor failed internally The condenser unit was full of dirt and debris This stifles airflow within the unit and causes the unit to overwork, overheat and then fail 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 or routine maintenance...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied 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 prove that your unit was properly and routinely maintained, we would adjust the outcome of 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 C*** ***,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 we offered you a buyout of the unit This was done because the cost of the repair was not worth the unit Per our policy, Section FLimitations of Liability #states 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.”CHW offered you $towards this unit, if you are to purchase a new one this unit would not be covered because it would have the manufacture warranty If you chose to use the funds that we provided to you as a buyout, then it will not be covered because we provided the funds for a buyout and again that would mean that it would not be covered due to the manufacture warranty If you would like for us to replace the unit, we would replace the unit with a unit that might not match the size, the color, features or detentions, which your unit hasWe do not cover ice makers so the unit is we do replace it, would not have the ice maker or water dispenser on it.We have documented in the notes of the claim that we can provide you with a new unit but please keep in mind; we will not match the unit that you have If you chose to have the funds sent to you, again keep in mind that we will not be able to cover the unit if it is repaired or replaced because the funds had been sent.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:Number 1, there is no Rust or Corrision because the coil is all aluminm and aluminm dosen't Rust! I was standing next to the Techician when he was talking to you and he never mention that, he told you the unit failed and caused a leak due to old age and I have that on his reportNumber you are back peddling because you don't want to repair or replace the unitNumber the fan motor is also leaking oil and the capacitor is failing and you didn't even mention that and I have that on the reportyou are the ones that came up with that crap about Rust, I was there and heard the conversationStop lieing to the Revdex.com and your customers and keep to your contract! I have the report in my hand and it states the unit needs to be repaired or replaced and you are the ones that sent these people to fix the A/C not meRevdex.com these people will do anything not to honor there contract
Regards,
*** ***

Complaint: ***
I am rejecting this response because: 1st of all there are many complaints on the web site stating the same answers you always give all the people in concern2nd of all you are not addressing all the issues I haveI have other complaints which your personal change answers around as I spoke to them trying hard to defend you.Now to address the hot water heater the technician called me prior to calling you and explain to me the heating element burned up and the hot water heater needed changing out and Choice Home Warranty will refuse to payI ask why? The technicians answer was they will do everything they can not to payAll he did was change out the hot water heaterIf my wires would have shorted out are had a problem the wires would have burnt and mess the electrical socket up or trip the breakerNeither one has happenedTechnician said nothing else is wrongWhen I kept disputing With CHW and explained I work with electricians and had one with me at the time they said no wayThey are trying to get over on youI told CHW ok I will get a Liceance electrician to go check it out and when they tell you nothing is wrong with the wiring you will pay him and fix the hot heaterThen CHW said we have to approved the electricianI said you are doing everything you can every trick in the book not to payAfter a while I said, the people in the house been out of hot water for a week, meet me half wayThat is when you agreed to give $dollars. I except it because the people needed to get back to a lifeThat's the only reasonNow what about your certified electrician installing the hot water heater wrong and wetting the ceilingYou have not addressed that issue eitherRegards,*** ***

Dear *** ***,We regret to hear your frustration and dissatisfaction with CHW. Per your request, your policy has been cancelled and your refund of $is processing. Regards,CHW

*** ***,CHW did not request maintenance records and then deny the claim. We advised you that the claim was not covered due to a lack of proper routine maintenance. If you state that the unit was properly maintained, we are then permitted to request to see the maintenance that you state you hadThis is per the agreement with the State of NJ.The technician advised that the unit was in very poor condition and lacked proper routine maintenanceWe did also send you the email that states why the claim was not covered on 5/9/which is within the timeframe allowed by the State of NJ.The water heater claim that you placed, CHW provided you with a goodwill gesture of $since we do not cover the tanks, the unit was rusted and corroded and also leaking. Although rust may be part of the aging process, it is not covered per our policy and it can be avoided with proper routine maintenance.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy. We do see that you chose to cancel the policy with us however we still ensured that we provided you with the goodwill gesturePlease feel free to contact us if you should have any questions or concerns regarding the policy.Thank you,CHW