Bass Services, Inc.

We do understand the frustration with this claim, we do apologize but the technician stated that the issue was with the tub drain mechanism, this is not covered under our policy We did not give the technician authorization to complete the job due to the fact that it was not covered CHW will not be able to reimburse you for work that we did not authorize to have completed also, if there was an issue with a specific technician, they are responsible for their own work This is stated in our policy as mentioned before in Section F. LIMITATIONS OF LIABILITYYou 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.We received the diagnosis from the technician on 6/16/and the same day we sent you an automated email and phone call to contact CHW, which you did and we did explain to you that day that this was not a covered claimYou stated that Leaf Plumbing did a horrible job but they were harassing you for payment but you now want CHW to pay the new technician that you had come out to fix what this one didSince this was a non-covered claim, you would have to contact the technician at Leaf Pluming, explain to them that they didn't do a good enough job and then request for them to pay for the new technician since it was their fault (as you stated) that a new technician had to come out.We do apologize but this is the advise that we were given to assist you with this claim due to the fact that we did not authorize the claim and we are not responsible or liable for any of the technicians as they are licensed and have liability insurance to cover such.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 started on 5/24/15, I do see that you had placed a claim for your AC on 6/3/15, days after the policy began The technician stated to us that the unit had a bad board and that part should be replaced CHW agreed to offer you half the cost of the repair due to the fact that the unit did not come into the policy in proper working order It would take a lot longer than days for the board to go bad Offer to pay half the cost of the repair is a goodwill gesture that you had decided not to accept.I do apologize; this claim is non-covered due to the time frame of the policy and per our policy Section A. #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 are still willing to offer you half the cost or to pay the vendor the funds for half the cost of the repair as a goodwill gesture Please call us and advise us if you are willing to accept this good faith gesture.We always urge our customers to read our policy and to understand that all policies have exclusions and CHW does follow our policy We do our best to assist the customers and approve claims that are submitted to us We do apologize for your frustration 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 ***
* CHW doesn’t have control of the technician being late for their appointment, however, it will be documented and send to the appropriate department to indicate that the technician didn’t arrive on timeIf there are others issues with the technicians, please also provide that as the feedback is extremely valuableThe diagnosis was that the unit had a major electrical surge that caused the fan motor and the compressor to burn outThese part failures are secondary from the power surgeSection Letter F, Number indicates that power surges and acts of God are not coveredAlso, Section Letter F, Number indicates that secondary damages are not coveredthe fan motor and compressor burning out are secondary to the power surge and unfortunately, are not covered 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, we do see that CHW has assisted you with the following claims:Claim # *** on 06/22/for your Garage Door Opener Claim # *** on 06/10/for your DryerClaim # *** on 11/20/for your Oven Stove Cook Claim # *** on 09/09/for your Air Conditioning SystemClaim # *** on 08/30/for your Water Heater: Claim # 4*** on 07/02/for your WasherClaim # 4*** on 12/06/11for your Garbage Disposal Claim # *** on 06/27/for your Ceiling FansClaim # *** on 04/19/for your Electrical System Claim # *** on 04/06/for your Electrical SystemWe do apologize that you’re disappointed in the outcome of this claim, per the technicians diagnosis that unit was not maintained properly He stated that the unit had defective compressor causing the circuit breaker to trip continuouslyPer our policy, Section FLimitations of Liability #states that CHW is not responsible for repairs that are related to a lack of proper maintained.As a good will gesture, we would like to offer you a $towards this claim We are not able to cover the claim in its entirety but we do request that once it is fixed you provide us with a proof of repair so that the unit will be covered under our policy We do hope that you accept this good will gesture of the $and we look forward to assisting you for you future claims.Best regards,CHW

*** ***,CHW understands that the amount that is being offered might be lower than the amount that a unit now would cost, however the amount is for the cost of the unit that you currently have We are offering to buy out your unit which means that you would be selling your unit to us and we are purchasing it at that costPlease see Section FLimitations of Liability #It states that CHW “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.” Also, our policy states Section FLimitations of Liability #9, “We will offer cash payment in the amount of the average cost between parts and labor of the covered repair.”Our offer was $and as an extra amount added amount for a goodwill gesture to assist you, we are adding $to equal $450.00. CHW can provide a unit to you for the amount that we are offering you as well If you would like to provide us with the serial number of the unit that you currently have, we can purchase a unit that has “similar features, capacity, and efficiency, but not for matching dimensions, brand or colorWe are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments.”We are more than happy to provide you with one of our units and you would be responsible for the removal of the old unitWe have notated your claim to add that if you would like to have us purchase a unit for you, this option is available for you Before you do agree to the unit, we do as that you review the section that we had just stated which is Section F#9.In reference to the funds, CHW will have someone email you the release agreement that you can send in if you would like to accept the check Please note that the check does take days from the date of authorization Also, please note that if you disagree with the outcome of this diagnosis, you are welcome to send us a second opinion You can have a technician come to your home and contact our inside technical staff to provide the diagnosis If you have the work completed without authorization, as it states in our policy, Section CService Calls #3, you will not be reimbursed at any rate.We do feel as though we have provided you with a lot of options and look forward to assisting you with this claim.Thank you again,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 our apologies for thisIt appears there was a delay in receiving your partThe notes indicate that you have cared for this and a reimbursement form has been sent to you for reimbursement 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:When I purchased the warranty the sales person told me that they would not ask for receipts of proof of Maintenance work CHW Technicians even stated that my unit seized due to Wear and Tear and not lack of Maintainance I have been ripped off by this company There was not Illegal work done on my System This company lies on every end and falsifies statements This is a very crooked and bad company to do business with I would like a full refund of my CHW annual fees And I do not want to every renew with this 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 *** We are awaiting the receipt of your reimbursement claim to move forward with the processing of your claimPlease call our customer service team directly 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 *** ***We regret to hear your frustration. Please be advised that your check# ***, in the amount of $was mailed out on 11/8/17. Please allow 7-business days for delivery via USPS.Regards,CHW

Complaint: ***
I am rejecting this response because:
After the useless repairman from your company came, I hired another plumber and he found the leak coming from a windowYour useless plumber wanted to tear down all the walls and did not even attempt to look for the leak
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 appears that your claims were covered in accordance to the policySection Letter F, Number We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,We regret to hear your frustration and any inconveniences this may have caused you. Per our policy, Section Letter C, Number 5, “If service work performed under this contract should fail, then We will make the necessary repairs without an additional trade service call
fee for a period… days on labor.”Therefore, the technician who originally repaired the unit would go back and make further repairs if necessary At this point, CHW would not dispatch another technician out.CHW has contacted the technician to advise that your unit is not working again; Please note, CHW does not have control over a technician’s schedule If you would like to cancel your policy, please contact us directly at ###-###-#### 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 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 ***
Upon review of your claim, we did review the serial number and this unit does show as a counter top microwavePer our policy, we do not cover these types of unitsWe did try to advise you that if you went to the site for DACOR and you place the serial number of your unit (***), you will see that this unit is not a buiunit it is a counter top that was built into your cabinets
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

Dear *** ***,If you have maintenance records showing that you had maintained the unit, you could have sent the records into our office for reviewPlease note that an inspection does not constitute as maintenance nor does repairs.Considering that you have chosen to cancel the policy with us, we would not be able to assist you with any repairs or replacements of any units due to the fact that you are no longer a customer of ours. We do regret your frustration however CHW is in full compliance of the terms and conditions of our policy. 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 the cancellation department at CHW has been attempting to reach you but had a bad connectionYou can expect to hear from them todayIn the event you are not contacted, please call them directly at ###-###-#### to have your concerns addressed 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 think the system was misdiagnosed--the first person sent out said I needed a gasketHe never came backChoice sent another person out and he said nothing wrong with gasketHe replaced the condenserThis did not solve the problemThe two people that came out were not authorized sub-zero peopleI requested permission to get a sub-zero person out and they said ok.Sub-zero came out and said I needed a new evaporator which he replacedThere were no maintissueTotal cost was $1020.68 However, the second person put in the wrong condenser.To replace with correct condenser the cost was $plus $installation and $tax.I think your sales dept needs to review the hidden charges before a contract is signed.All they want to do is get your name and money, let someone else worry about problems that happenThis is the last time I will contact you--pay or no pay. Good by
Regards,
*** ***

Complaint: ***
I am rejecting this response because: The unit was serviced annually and in working order up until the day I filed the claimThere was no rust or corrosion on the line at the time of failureAlso, my question is, how do you "Maintain" a copper line anyway? It works until it fails and that is it!
The technician sprayed some fluid on the copper line to identify where the leak was and that is the only moisture you see in his pictureHe sprayed and took the picHe did not dry off the copper line after spraying whatever the fluid was he sprayed.You claims of "Rust and corrosion" on a dry copper line are FALSE! Your denial of my claim is completely baseless and false!
Regards,
*** ***

Complaint: ***
I am rejecting this response because:This is just false. The technicians have told me verbally and in writing that the "cause" of the problem / needed repairs is due to wear and tear. I have a copy of their report sent to CHW and no cause was listed. The CHW response to this Revdex.com complaint is misleading. They wrote using the word "related" to rust or corrosion. However, in the contract section F, verbatim below it uses the words "due to rust or corrosion" not "related to" meaning rust or corrosion must be the "cause" of the problem. The cause of the problem is wear and tear. CHW needs to provide documentation to support their claim that the technicians explicitly said what CHW claims they said because from my perspective they are falsifying a report. All information I have from the technicians is that the problems and repairs are caused from wear and tear. FLIMITATIONS OF LIABILITYThe following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii)known or unknown pre-existing conditions. *** ***
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I understand that their response is exactly what they were going to sayI am disappointed in Choice Home Warranty and others should second guess choosing this home warranty planI am taking no further actions.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: having the technician come back to and try to troubleshoot a main board is useless unless he has schematics and is able to make component level repair
Regards,
*** ***