Bass Services, Inc.

Dear *** ***,We do regret that you feel this way about CHW; we certainly do not want any of our customers to feel as such We see that the company has assisted you on every claim that you have placed since the first one and this happens to be the only claim that was not covered. We understand your frustration however this claim would not be considered a covered claim per our policy. We do value you as a customer and look forward to assisting you on future claims.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 www.choicehomewarranty.com/useragreementWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policyA review of the claims show that it was processed according to the policyThe diagnosis that was received for your air conditioning claim stated the primary failure to the fan motor caused strain on the compressor and made it overheat and fail. Making the failure to the compressor secondaryPer our policy, Section Letter F, Number 19, Choice Home Warranty does not cover “…secondary, or punitive damages…” Please note, that if a technician finds an issue that is out of his/her trade, a new claim must be placed in the that trade. Per our policy, Section Letter C, Number 4, states that “You will pay a trade service call fee (“Service Fee”) per claim.” In regards to your first washer claim, the diagnosis stated that there was an issue with the drum. The technician fixed the drum and the unit was working properlyIn regards to your most recent washer claim, we regret to hear that the technician did not show for the schedule appointment. Choice Home Warranty does not condone such behavior and have taken this issue to the Vendor Relations Manager who will handle accordingly. For the inconvenience, we have added a free service call fee for your next claimPlease note, that we have dispatched another technician for you at no service call fee charge. Please contact *** *** *** at ###-###-#### to schedule an appointmentRegards, 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 for your Oven, I do see that we had a technician out to your home to diagnosis the unit We see that the technician stated that the burners and control switches were burned out and the tech stated that this is a year old unit and it would not be worth the repair CHW did agree to provide a check to you in the amount of $to assist you with the purchase of the new unit This is pursuant to Section FLimitations of Liability #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 also regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

The policy was sent via mail and emailThe policy wasn't effective for days from the sale dateThis is the time for the customer's to have an opportunity to read the policy and cancel the policy for a full refundThe coverages are detailed and outlined in the policy that includes all that are included and excluded. Regards,CHW

Complaint: ***
I am rejecting this response because:CHW REFUSES TO HONOR THEIR CONTRACT AND TAKE RESPONSIBILTY FOR FULLFILLING THEIR COMMITMENTI STAND BY MY PREVIOUS STATEMENT THAT CHW IS NOT A REPUTABLE COMPANY TO DO BUSINESSI HAVE NOT FURTHER COMMENTSI LEAVE IT IN GOD’s HANDS AND CHW’s CONSIOUS
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Complaint: ***
I am rejecting this response because: they themselves said they offered me a 2nd opinion only after the repairs were madeNo technician can give a second opinion without the parts that failed were out of the unitA 2nd opinion can only be given before the air conditioner is fixed at that time I was told by your customer service that I had no right to a 2nd opinionArbitration is not a gereric email of rejection it should be a face to face transactionThe air condition company manager ***said he called you up and said it can not be determined what caused the unit to fail
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 appears that the claim was processed in accordance with the policy section Letter F, Numbers and The compressor is shorted to the groundThis was caused by excessive overheating of the compressor which is from a lack of proper routine maintenanceThere was also rust and corrosionThe policy states in Letter F, Number We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressureSection Letter F, number 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 replacementIf you would like to cancel your policy you may do so in accordance to the policy section Letter L, Number which states If 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 Usby calling the customer service team directly 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 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 door sprig and door gasket failed and need to be replaced.Per our policy, Section Letter D, Number 2, CHW does not cover “...Doors…Door seals”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. A review of the claim shows that it was processed according to the policy You called in to advise that the tub faucet was leaking and when you turn the handles, it does not stop the leak Our claims intake specialist took the information you advised and placed it in our system, however, the system could not process the claim, as faucets are not a covered item Per the policy, Section D, Letter 8, we do not cover “faucets.” We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policyWe strive to provide the best customer experience and value you as a customer, we will like to offer you a one-time free service call fee for your next claim Please contact our claims department at ###-###-#### to accept this offer. Regards,CHW

Dear *** ***We regret to hear your wishes to cancel your policy If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards,CHW

Complaint: ***
I am rejecting this response because: Upon arrival of the service technician, Choice Home Warranty denied my claim. After a long telephone conversation with one of their supervisors, they allowed me credit on a chargeThis is NOT insurance, this is a total scamI have paid Choice for year contract, which I plan on cancelling and will take them to court if they do not refund me the remaining years of my premiumI am also going to forward all of my communication, including those to the Revdex.com, to the department of Consumer Affairs of New Jersey, where Choice is based. Be aware that Choice Home Warranty has been fined already by the department of consumer affairs for over 500,dollars for their fraudulent activities. BUYER BEWARE, and stay away from Choice Home Warranty. I am employed as a licensed real estate agent in the state of Georgia, and believe me when I say that I will actively inform my colleagues and potential clients to stay away from Choice Home Warranty
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 there was internal failure in the compressor This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurred from a lack of proper routine maintenance In addition to that, the reversing vales were damaged 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 policy also states in Section Letter D, Number 5, CHW does not cover “…valves…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance 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 claim has been properly 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

[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,
I will review my records and try to find receipts for work that has been done on the A/C unit. Thank You, *** ***

Complaint: ***
I am rejecting this response because:
Also since you mentioned the claim that was approvedIt was for my dryer and the heating element is still not working correctlyIt is still rather cold in reference to drying my clothing so you may want to send someone back for thatI do not agree with your response and as soon as my contract time is up with you I will be dismissing you in regards to any further service!
Regards,
*** ***

Dear ** ***Could you please provide your policy number as we cannot locate your policy to see how we can help.Thank you,CHW

Complaint: ***I am rejecting this response because: Appliance can stop working any day and that is the reason we buy insuranceAs per Section B of your coverage period ,Coverage starts days after acceptance of application .My Policy application was accepted on Jan 20th and it had been days that my coverage had started.System was working fine and we never had issues till Feb 29th We do not know when metal peice fell in the inductor ( if that was the issue for it's failure ).May I know how have you concluded that metal peice fell in the inductor before I had insurance policy as I and my tenants can tell you that the water system was working till Feb 29th .I paid Repair fee( $) to your technician who fixed the issue on Feb 29th ( he said he removed the metal piece ) and system started working .On March 1st , System stopped againThis is when the same technician diagnosed that motor is not working and needs to be replacedIt was your technician who was able to fix the same system one day and next day system stopped working. To conclude : Rejecting my claim on basis on known or unknown pre existing condition is not valid as your technician was able to fix the system on Feb 29th . 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 claim, I do see that CHW is covering the condensing fan motor but we are unable to cover the compressor due to the fact that the original issue was with the condensing fan motor and it overheated and made the compressor go The compressor is secondary damage which is an exclusion to our policy Section FLimitations of Liability #19.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 *** ***,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. In review of your policy, you purchased the Total Plan Coverage for the year in the amount of $ In addition to that, you also purchased the Sump Pump, Stand Alone Freezer optional coverage.You made this purchase on July 1, in which we gave you days to review your policy which became effective on August 1, Our policy is also available on our website at www.choicehomewarranty.com for public viewing In regards to your claims, CHW covers major mechanical failures that are due to wear and tear Please understand that the failures you units encountered were not covered under our warranty or did not fail due to wear and tear. Due to your dissatisfaction, you requested to cancel your policy and as per your request, we have cancelled your policy as of July 3, 2017.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 had two companies come out on Monday October 23-in which both reviewed the service receipts; one service provider was sent on behalf of CHW and the other company was called in on my behalf.Both service representatives had reviewed my prior service receipts and stated the damage to my air conditioning unit was NOT DUE to lack of maintenance of my air unit. This decision made by CHW was clearly made in efforts not to cover the repair costIn no manner do I acknowledge or accept your response.Your company CHW does not act in Good Faith
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 show it was handled properlyIt was requested that a second opinion be obtained and that was doneBased on the diagnosis that was received, there were torn and burned wires, the unit had a restriction on the outside, wires were disconnected and these are things that would be a result of lack of proper routine maintenanceSection Letter F, Number indicates that CHW is not responsible for repairs related to lack of proper routine maintenanceThere is an issue with wires being disconnected and an accusation that this was done by the first technicianSection Letter F, Number states, “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”Please reach out to this technician directlyPlease call the CHW customer service team if there are any questions at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW