Bass Services, Inc.

Dear [redacted],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 had advised you what the technician told us what the failure of the unit was caused by a lack of proper maintenance.  He stated that the unit blew a high limit thermostat due to a clogged vent.  The dryer needed to be cleaned and the thermostat needed to be replaced. Because this was a failure due to maintenance it is not a covered claim per our policy, Section F. Limitations of Liability #12 that states that CHW is not responsible for failures that are a result of maintenance. We do see that you had the repairs completed on your own and you contacted us to advise us that the unit was not working properly.  Per our policy, Section F. Limitations of Liability #19 states that CHW is not responsible for the technician’s negligence.  In this case you did not go through CHW to have the repair done, you used the technician that CHW provided, this would not mean that CHW is responsible for the technician nor the claim since the claim was not a covered claim.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

[redacted]CHW provides the customer to review their policy within the 30 days that they have once they sign up.  If you had gone over the terms of the policy after you signed up and disagreed or did not understand it to be the way the sales person stated, you could have at that time, cancelled for a full refund.CHW has provided you with covered claims in accordance with the terms of the policy and there have been claims such as the dishwasher that have not been covered.We do regret any frustration that you have however CHW is in full compliance with the terms of the policy.CHW

Dear [redacted],   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 [redacted].   Upon review of your claim it appears that your claim was processed in accordance to the policy section Letter D, Number 7 in which CHW is not responsible for repairs related to wire tracing.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted], In reference to the invoices that you had submitted, one that was dated 7/14 and 7/15 were not valid maintenance records.  They do not have a proper business letter head showing that a company did any of the work, there is no phone numbers to contact the technician and there is no license numbers for the certified technician. On the bills, they do not show gauges readings, Freon levels, fan conditions. After speaking to someone that stated they were the technician, they told us that when they inspected the unit on 7/9/15, they “just looked over everything”. They did not clean coils or any type of maintenance. He stated that he went over the unit to look for non-working components. This is not proper routine maintenance per the manufacture specifications. A Goodman unit, which is the unit you have, states on their website that cleaning of the coils by a licensed technician, checking the Freon levels, the AMP drawings on a yearly basis is what is considered to be proper routine maintenance, which is expected per our policy. Our original offer was a full refund, this is when your policy was active and we are still offering this amount to you regardless that the account had been past due. If you would like to accept his offer, please contact us and advise the rep that you are accepting the Revdex.com response as a resolution.  We will then provide you with an agreement. We sincerely regret your frustration and we are willing to rectify it with providing a full refund. Again, since this policy has expired we feel as though this is a very fair resolution for this policy and claim. Thank you CHW

Complaint: [redacted]
I am rejecting this response because: They refuse to honor their contract.
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration.  Please refer to the link below for the warranty information your specific unit for more information regarding your manufacture warranty:[redacted] If you have any further questions or concerns, feel free to call us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30 pm EST. 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/useragreement.com.Upon review of your policy that began on 8/28/15, you placed a claim for your Air Conditioning System the same day as the policy started.  CHW dispatched a technician for this claim and the technician stated that the one unit is trying to compensate for the second unit that is upstairs and is not working properly.  This can be due to a lack of proper maintenance but because the policy had just started, this is considered to be a pre-existing issue to the policy’s start date.  The unit could not have had this failure within the first day of the policy.  Per our policy, all units must come into the policy in proper working order.Please see Section A. Coverage #3 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage 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 homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We regret that your claim for your Air Conditioner will not be covered as this issue was happening prior to the start date of the policy.CHW is in full compliance with its terms & conditions.  Respectfully,CHW

Complaint: [redacted]
I am rejecting this response because:  I paid this poor excuse for a company money for a warranty that they failed to honor, as a result of that failure it costs me additional monies from my own pocket to have the issues with my refrigerator fixed.  Looking on the Revdex.com site at previous complaints it is apparent that the  company has faced previous legal issues for its failure to live up to contractual obligations.  I want a full refund from CHW for the cost of the warranty purchased in addition to a refund for my out of pocket expenses incurred to repair my refrigerator as a result of CHW not honoring their commitments.  They falsely represented themselves and the service they would provide, because of the false representation I switched form a known good warranty provider to these charlatans and want all my money back!!! 
Regards,
[redacted]

Dear [redacted],   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 [redacted]   Please accept the apologies of CHW if the technician that was initially sent was less than favorable. CHW does an extreme application process to be sure that the technicians are qualified and efficient. It has been noted of the service that you have received. Unfortunately, CHW doesn’t have the capability to establish or expedite appointment set with the technicians that are assigned to their claims as they are conducting their own business. CHW is not able to provide a refund of the $45 service call fee that was paid as a part of the policy. However, CHW has added a free service call fee to be used for your next claim.   CHW offers a reimbursement process which you were made aware of and declined. The rates of reimbursement is at the rate of CHW and this option still remains for you. Records indicate that an appointment has been established for you with another technician to fix the issue.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because: There are some key facts missing. I was never offered any resolution, I was saying ok I will pay for the leak test but send the technician. Claim was reassigned 3 times and I waited 3 weeks for technician to appear. Choice technicians never showed up on the dates and times they gave me. I called choice back each time, then they will try to call the technician and technician will not answer. They will tell me to wait 24 hours, I will call again.. First technician ( Harding Services.)  in spite of him telling he that he will be back for some pics never came back. I tried calling him and left him 6 (Six) messaged.  Second technician  Hometech HVAC made appointment 3 different days and will not give any time, so had to sit home all day for them to not show up. Finally they stopped picking my phone. Third technician: Complete image was no show on first day of appointment, no show on second time they made appointment. Showed up 3rd day and diagnosed that Freon leak dripped on board to cause this problem. In here where was my fault, board for working when your first technician arrived. I was agreeing to pay for your leak test, you guys failed to send technician and I was without AC in dead heat for almost 3 weeks.  I will not settle till you pay for my new AC or give me my complete refund for all the months I paid you (I think 7 months)
Regards,
[redacted]

Dear [redacted]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 [redacted].Please review our policy Section L. Cancellations.  It states that you are only entitled to a full refund if you cancel within the first 30 days of signing up with our company, after the first 30 day grace period which was 1/5/16-2/5/16; you are then entitled to a pro-rated refund minus a $50 administrative fee as well as claims paid.On 2/13/16, you placed a claim for your plumbing system and CHW paid the technician $80.00 for this claim. In total for this policy, as you stated you paid a total of $223.12. This was for one month of service.  You chose to cancel the policy while the policy had already begun therefore you are required to be provided with a pro-rated refund as you were.We do regret your frustration with this policy; however CHW is in full compliance with our terms and conditions.Thank you,CHW

Dear [redacted],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 [redacted]Upon review of your claim, although we do understand that you had an emergency our policy is not for emergency services.  Also, our policy doesn’t cover any claims that are not authorized without prior approval from our authorizations department.  Please see Section C. 3. We have the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Dear [redacted],   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 [redacted]   A review of the claim shows that it was processed according to the policy. The diagnosis that was received indicated that the T and P valves were in need of replacement as well as the expansion tank. CHW covers repairs and appliances related to the policy. Section Letter D, Number 6 indicates that the expansion tank is excluded and not covered. The technician did complete the covered portion of the claim and the technician has been paid accordingly. Please accept the apologies of CHW if you received numerous marketing attempts. You could have asked to have your information removed from the database to prevent the calls.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]   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, your policy began on 7/30/17, you placed one claim on 8/1/17 only a few days after the start date of the policy for the AC which CHW provided you with a goodwill gesture in the amount of $100.00 which was accepted. The second claim you placed on 8/3/17, again only a few days after the policy began which was not covered and the last claim was placed on 8/7/17 which we do see in assigned. Please note that all items, units and appliances are to be in proper working order on the start date of the policy.  Per Section A. Coverage #2, CHW does not cover failures that are pre-existing to the start date.  We do not cover any known or unknown issues.  CHW provides all customers with 30 days prior to the start date to review the policy and ensure that all units are in proper working order. We do ask that you review the terms and conditions of the policy. 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 ***
  CHW is not an emergency service, however we do offer the reimbursement option. However, when reimbursing we offer at the CHW rates. We offered you funds that would have covered the repair, as an entire toilet wasn’t needed. We also don’t reimburse for emergency fees or leak detection as per section Letter C, number 2.     We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],                         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 [redacted].   Upon review of your records it appears that you have reached an agreement with CHW and have been reimbursed for repairs. Additionally, your account has been closed.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],We do regret your frustration and do understand that you are upset however; CHW provides our customers with 30 days to review the policy that they purchased and if they do not agree with the terms and conditions of the policy, they can cancel before it begins.  Our policy is online for anyone to view as we stated in our initial response.In reference to the water heater, the main holding tank is not a covered item because it holds the water; there is no mechanical function for the tank.  Please see Section D. Coverage #6 of our policy and it does state under excluded “main, holding or storage tanks.”In reviewing the policy that you had with us, we do see that CHW did assist you on a previous claim.  We are clearly following the policy that we have and are in compliance with the terms and conditions.We do see that you have cancelled your policy with us, we do wish you the best.Thank you,CHW

Dear [redacted]We do understand your frustration however we have closed the claim due to the acceptance of the funds for the unit which you did advise us to send to you.  CHW is not able to provide you with further funds for a claim that we have already authorized.  We will however place a onetime free service call fee onto your policy for the next claim that you have.We do regret that you are unhappy with the amount that was provided and accepted however CHW is in full compliance with the terms and conditions of Section F. # 16. 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.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:I have included the receipt for new set of washer and dryer that I have already procured  The cost of those two item is 1,324.99. I do understand the 50% of that is Dryer so the cost of washer is around 662. CHW is willing to pay friction of that price. I would like the company to pay for the replacement of the unit.
Regards,
[redacted]

Dear [redacted]r,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, having cement built up in the pipe line is not considered to be normal wear and tear. Our policy states that we will cover failures that are a result of normal wear and tear.  Also, this must have been an improper previous repair which is not covered per our policy.We do apologize if you felt that Stephanie was rude to you in any way, we will pull her call and give it to the VP of Operations to review.CHW has to charge the service call fee for any claims that a technician goes to even if it is a non-covered claim.  This is the amount you pay every time a technician would be dispatched. We would be happy to place a onetime free service call fee under your policy for any aggravation that you had dealt with. We do regret your frustration with this policy however; CHW is in full compliance with the terms and conditions of the policy.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW