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. Upon review of your claim we do see that this claim is not covered per our policy, Section FLimitations of Liability #12, we do see that CHW had offered you $as a goodwill gesture for this claim which you did accept You are welcome to provide us with routine maintenance records to show that there was maintenance done on the unit If you do send them, please send them to our authorization department at [email protected] and they will review the routine maintenance 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: Technician company sent to repair a/c unit charged me $to do the repairCompany is a scamThey promise to repair or replace but always choose the cheapest solution for themselves and the heck with the customer who actually believed their advertising
Regards,
*** ***

Revdex.com:DEAR SIRS:I ALREADY DISPUTED CHARGESWith my bank,and I already got my money back,not that choice decided to give money back,this company says there was a pre-existing problem because they are trying to avoid system repair @1200.00.CLAIM WAS GENERATED DURING EFFECTIVENESS OF POLICY,AND HOW CAN THEY KNOW A PRE-EXISTING PROB.IF THEY DIDNT SEND INSPECTOR TO TEST EQUIPMENT OUT BEFORE ACCEPTING POLICY?GOOD QUESTION RIGHT!THEY HAVE A MAGIC CRYSTAL BALL THAT TELLS CONDITION OF EQUIPMENT!I DONT BUY IT!THIS COMPANY IS REPORTED TO FTC!

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 you purchased a policy with us at a discounted rate of $in February which began days after the purchase in MarchWe do see that since then you have placed claims in which CHW has assisted in $of authorized claimsThe last claim that you placed was for the ceiling light fixture that failed, per our policy, we do not cover fixtures. We ask that you review the policy that was sent to you before the policy began and review all the items. Also, please review Section LCancellations which will show that if you chose to cancel, you would receive a pro-rated refund and at this time since CHW has paid out on claims, you would not receive a refundWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,We regret to hear your frustration and dissatisfaction with CHW. Please refer to our policy, Section Letter L of Cancellation:This 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 regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.If you would like to cancel your policy, please contact our Customer Solutions Department ###-###-#### Monday-Friday 9AM to 6PM EST. 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 this claim, we do see that CHW has ordered you a new unit as a goodwill gesture because the part that was not working was no longer available and per our policy, Section FLimitations of Liability #states “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 we have ordered you a new unit and we are replacing the Oven for you.We do value you as a customer and we look forward to assisting you in future claims.Regards,CHW

The company is claiming they are in "full compliance" when in fact they are notIn two days it will be one month since we filed a claim for dishwasher repair and still do not have a working dishwasher! The lack of integrity is displayed in their rebuttal letterThey stated we would have a new replacement in daysMy wife has been on the phone multiple times over the past week and still no resultsThe latest is that a we are supposed to wait indefinitely for a technician named *** call us*** has not called us and Choice will not give us his phone numberThe frustration continuesThey claim to regretfully allow us to cancel membership but they do not say that the refund will be a fraction of what I paid them even though they have not performed a single service to dateThey will get away with not fixing my water heater due to a loop hole they conveniently put in a section about heating and not under the water heater sectionOnce again very disappointed in a company that is happy to take you money and only baking it with frustration!
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Please accept the apologies of CHW for the miscommunication and the feedback is valued regarding *** ***This information has been sent to the Vendors Relations team to addressThis is not indicative of the level of customer service that is offeredYou have requested to have the policy canceledWe don’t want to lose any customers and want to be sure that everyone is happyUnder circumstances the policy would be canceled in accordance to section Letter L, however, a cancellation of the policy can be provided for the full refund amount minus the claims that have been paidYou paid $for the policy and there has been $paid out in claims which would result in a refund of $and a cancellation of the policyIf you would like to do this please reach out to the customer service team so that the agreement can be sent to you to have this doneYou can reach the customer service team at ###-###-#### Regards, CHW

Dear *** ***
We do apologize for the delay in response for a technician, we have offered for you to use our reimbursement planThis would mean that you would have a technician come to your home and contact us BEFORE the work is done to provide us with the diagnosisOnce we have the diagnosis, we can advise if the claim is covered or not
If you chose not to use this option, we are offering you a full refund of the paid policy in the amount of $600.00, normally CHW would not provide back for both years; & however we do understand that your claim was placed on 8/14/and the technician’s in your area are not available
We have asked that they do make yours a priority however if you would like the full refund, please contact us and we will provide you with a form to sign and send back to receive the full amount back
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 ***. Upon review of your claim and the proof of routine maintenance that you are stating, this does not show that you had routine maintenance; it shows that you have had repairs completed and they had advised that the coil condenser would not be repairable Per our policy, Section FLimitations of Liability #this would be considered a lack of proper routine maintenance.CHW offered to assist you with a goodwill gesture in the amount of $which you declined and chose to cancel the policy We do understand your frustration however, being that you have paid a monthly payment to us in the amount of $there is no refund for the policy and since you stopped payment without advising us on 11/11/16, we did not charge you for the month of November which you had an open claim and we agreed to cancel your policy for you At this time since you do not have a policy with us, and after review of the claim it does still stand as a non-covered claim.Regards,CHW

Hi CHW,Thanks for the responseIn your response, you mentioned that the models sent by me are Stainless Steel onesPlease note that all models in the market are mostly Stainless steelAs informed in previous emails, I am not looking for color but looking just for the comparable model for mine with similar features, efficiency, and capacity.However, none of the models share by you so far are comparable models with similar capacity, features & efficient per Section F, Clause of our contractAll of them are two door modelsMy refrigerator is Door French door model with the bottom freezer of the premier brand like GE Profile.Also, the link sent by you in latest email is not of a similar model with similar features & efficiencyAlso, it is from a cheap seller and not a reliable authorized sellerThe capacity of model sent by you is Cu.Ft where as my current one is Cu.FtPlease share links to Similar products with similar features, capacity & efficiency from a reliable authorized seller like *** *** ***, *** etc.Thanks***

CHW has authorized the $for you on 10/28/and you will receive the check in business days from the 28th I do apologize that I was not able to return your call but I am happy that we were able to assist you on this claim

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 *** Upon review of your request it appears that it was cancelled in accordance with the policy terms of section Letter F, Number which states CHW doesn’t provide repairs related to secondary damages We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, 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 began on 9/17/15, you placed a claim on 10/1/not a month into the policy CHW provides customers days to ensure that all units in their home are in proper working order on the start date of the policy If a unit breaks or has an issue, depending on the type of failure it is it could be pre-existing to the policy’s start date.Your Air Conditioning system was leaking, this is a sealed system and the technician could not locate the leak without a leak detection test completed Also, the technician stated that the reversing valve had failed on this unit Per our policy, Section DCoverage #states that we do not cover the reversing valve Also #states that we do not cover leak tests Also the failures that had happened could not have happened within the timeframe of the policy, it takes longer to develop than a few days. Please see Section ACoverage #3 Are 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 see that you have chosen to cancel your policy with us and since you had paid the fee of $a month, you did not pre-pay for the year or more you are not entitled to a refundOnly customers that cancel within the grace period of days prior to the coverage starting and the customers that have pre-paid for the service are able to receive a pro-rated refund Please see below: 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 regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Respectfully,CHW

Based on the diagnosis provided from the technician, the compressor failed due to lack of maintenance which is what led to the determine of section Letter F, Number of the policy that indicates that CHW is not responsible for repairs due to lack of maintenanceHowever, although maintenance records are not required by CHW, we invite you to submit the maintenance records to us at [email protected] to be used in a review of your claim. Regards, CHW

Dear *** ***,We regret to hear your frustration Please note that our policy states that we have two business days to contact a technician, in which we did reach out to all of the technicians in your area Please see our policy section below:Section Letter C, Number 2, “Upon request for service, We will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidays…”No further action will be taken as your policy has been cancelled and your refund has been processed as of July 26, 2017, 2:24pm.Regards,CHW

Complaint: ***
I am rejecting this response because:First I am surprised by this decission.When choice sent the first technician to my home my ac was blowing but not really coldThey sent Icon mechanical to my home, the technician was hours late, when he came He inspected my unit and said everything was fine and it just needed freonI asked him to look at everythingafter about minutes he said everything looked good and I could leave as he did not have to re-enter my home, just the outsideI called him hours later and he said everything was workingWhwn I returned home that evening, the unit was not blowing at allI left messages with Icon and they never returned my callI called choice and they said he was not returning there calls eitherAt that time choice stated that if I had another technicain come out they would re-imburse mewhen the other one camehe showed me where Icon had hit a wire and caused a fuse to blow, That cost me $135.00.When I spoke to choice about the multiple inconveniences there technicians have caused my family, all they said was "sorry".The next weekI called again and they said I would have to pay $and another $service feeWhen I did that the new technician stated that there was a leak despite what the first guy saidHe at that time stated it should be covered by choice.When I spoke to choice, they said it was not due to rust and corrosionAs I stated beforethe technician they sent out stated on the phone with them from my house that it was not caused by corrosion or rust and it should be coveredAt that time choice stated they would call me that afternoon and I did not hear anything until days later when I contacted them.choice gave me a price of $to replace my coilThey took out $for the coil and $1000. The $was returned yesterdayI told choice that after all the inconvenience and even though the technician told them it was not rust or corrosion that I would help and pay for some.I already paid $for the coil and $for a leak test their first technician stated was not needed and $plus another $service fee1000-200-200-135-= $420.I think it is more than fair that I am willing to pay $420, which I am offering now to pay their technician that they sent to my home.If this is not acceptableI will terminate my contract and choice can pay their technician that they scheduled and sent to my home
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 *** Upon review of your claim it has been noted that the claim was processed in accordance with the policy, section Letter A, number in which repairs are handled to cover items that become inoperative due to wear and tearWe 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: you charged me on 8/1- and 8/for the same; but If can't use policy for days then policy effective date should be 8/the day you can use it? I filed first claim 9/service tech arrived 9/After his assessment I cancelled policy via email 9/the day your service guy came to my residence and said repairs would not be covered by CHW (what good is coverage if not everything is covered)Therefore since policy was canceled on day that it actually took effect I should be entitled to a full refundYour supervisor offered me toward a repair that he stated was over $I have the service ticket from CHW service company (Air) in my possession that shows repairs at $so why would I accept for a repair that would be $more from CHW and have to keep coverage (1396.50-warranty + 3800.00-CHW quote for a repair)? No, Thanks
Regards,
*** ***

Please record my dissatisfaction on Choice in your files and close this complaint.I don't want to waste my time and effort on them anymore.Mention in the company’s Revdex.com Business Review as: “Business did not address the issues within the complaint, nor did they pay for expenses incurred by the customer, So the customer remains dissatisfied, but sees no point in discussing this further with the business which is not ready to help its customer”Thank you Revdex.com, for providing a platform to bring these kind of business to light and making these businesses respond to customer grievances in black&white in print, which they would not have done otherwise