Bass Services, Inc.

I am rejecting this response because:I am not pleased with their service and do not wish to be locked into a yr commitmentI've paid for that much service, however I would like to downgrade to one year of coverage. I will be willing to continue the service for one yearI would like my claim resolved as soon as possible.Regards,

Complaint: ***
I am rejecting this response because: Maytag went out of business several years ago and the warranty that originally came with the unit is no longer coveredI know this because I tried to fight them in years past for warranty but the parts manufacturer, Nordyne, said the company that bought the Maytag company and assets did not assume liability for the warrantyThey only offer a new warranty for equipment that is sold since the acquisitionIf Choice Home Warranty did the research they would have found that out as wellI have now been without air since I called the claim in on July and this is impacting my health. Please have someone call me to get more detailsAs I mentioned before, all service since Maytag went out of business had to be paid by me out of pocket for the above-stated reason
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/useragreementUpon review of your claim, we do see that the technician stated that the unit had no Freon left in the system. It was explained to us that an outdoor coil is a heat transfer deviceThe outdoor coil draws the outdoor air across the coil to absorb the heat from the refrigerantAn outdoor coil should be cleaned periodicallyAny dirt and dust in the air can be trapped on the coil and restrict its airflow and reduce its performance. Per our policy, Section FLimitations of Liability #states that CHW does not cover failures that are caused by a lack of proper routine maintenance. Also, our policy states “In the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request routine maintenance records in reviewing its decision.” Please kindly send your routine maintenance records to [email protected] for our inside authorization to reviewWe do regret your frustration however, CHW is in full compliance with the terms and conditions of the policy Regards, Choice Home Warranty

Complaint: ***
I am rejecting this response because:bathos system was properly maintained and had just been checked a few months prior and no issues were identifiedEven the technician that you sent has agreed that the system appeared properly maintained and the wire falling was one of those things that happen cannot be foreseen with proper maintenance.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I did accept funds, but not for the oven, but for the microwave that you didn't cover. The oven should have been replaced at your expense since you could not get the part necessary to make it work. As for the dishwasher, the tech's were out here at least three times and did what you would allow them to do. They replaced a filter. That did not solve the problem, the dishes were still not coming out clean. I finally gave up on you people and replaced the oven and the dishwasher at my expense. I still think your "warranty" was mis-represented by your sales person by telling me that everything would be covered and I wouldn't have to worry about my appliances any more at all because Choice would fix or replace them. What a crock!!!
Regards,
*** ***

*** *** , As a goodwill gesture we did provide the unit for you as for the diagnosis of the system it stated that the heat exchanger was cracked and it was visible He stated that the crack was expanding and there were several burn marks on the exchanger This would have been prevented if you had proper routine maintenance completed on the system.We do not see proof that the system had been properly maintained per the diagnosis from all the technicians. Thank you,CHW

Complaint: ***
I am rejecting this response because: the central air was serviced different time in the past months techs sent my choice home warrantythe unit exceed average life span it not only that the their tech sent out said it was time for a new one chw decided only to pay for the condenser that why the tech was fired as well as the secretary sounds like a lot of bull or communication see you in courti am retired one I cant not stand is misreprentation
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, we do see that CHW had offered to provide you with a new unit, not a used unit We purchase all of our units new from either a ***, *** or *** Our policy states in Section F#that we “are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color.”CHW last spoke to you they offered you one of the two options for your unit We can either offer you the unit that we found that matches yours or a buy out of what it would cost us to replace said unitPlease see below:*** Model # *** Internet #***-***-***cuftElectric Range in Stainless Steel OR $BuyOut.Please feel free to contact us and advise us of your choice.We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policy. 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. 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 was cracked from the inside and unit was grinding very loud This failure could not have occurred within the short lifespan of your policy. Per our policy, Section Letter A., Number 3, CHW requires all units to be in proper working order on the effective date of this home warranty contract.Our Customer Solution Specialist advised you about the outcome of the claim and as a goodwill gesture offered $to assist you on the non-covered claim You initially accepted this offer, however you changed your mind and requested to cancel your policy Please understand that you are entitled to a pro-rated refund, not a full refund as per our policy, Section Letter L of Cancellations: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.Per your request, CHW has cancelled your policy If you have any further questions or concerns please contact our Customer Solutions Department at ###-###-####, Monday-Friday 9am to 6pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

From: *** *** [mailto:***] Sent: Monday, May 23, 9:AMTo: ***Cc: *** *** Subject: Complaint ID *** Dear Sir/Madam, I filed the complaint referenced above requesting the company
to complete the needed repair on our HVAC unitUnfortunately the unit became inoperable and has to be replaced; the new unit will be installed tomorrow, Tuesday May Total cost $10,512.00. I am now requesting that the cost of the repair be paid to me directly so that I can apply it to the loan we had to obtain to purchase the new unit

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 this policy for the address you have provided, I do see claims that were placed but I do see that CHW had covered or provided you with funds towards these claims CHW has paid out on this policy a total of $763.37.We do regret your frustration and if you would like to cancel please review our policy Section LCancellations 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.Please feel free to contact us at our toll free number 1-888-531-5403.Respectfully,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 it appears that your claim was processed in accordance with the terms of the policy section Letter F, Number in which CHW is not responsible for repairs related to lack of maintenanceAlthough it is not required, CHW invites you to send in records of routine maintenance performed in accordance with the policy section Letter F, Number that demonstrates that 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 replacementA review of these records may result in a more favorable outcome of the claim 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 claims shows that it was processed properlySection Letter F, Number of the policy states, “We are not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessible”The claim has been covered, however, you are responsible for providing the access needed by the technician to correct the issue that is coveredThe service call fee of $is payable to the service provider and remains different from the other feePlease call the CHW customer service team at ###-###-#### if there are any questions 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 internal windings in the compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurs due to a lack of proper routine maintenance. Per our policy, Section Letter F, Number 8, CHW is not responsible for “repairs due to failure to clean or maintain as specified by the equipment manufacturer.”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you did not agree with We strive to provide the best customer experience, therefore we offered you funds in the amount of $to assist you on this non-covered claim You declined this offer as you insisted to further dispute this claim. If you would like to further dispute this claim, please email your proper routine maintenance to [email protected] for review After your records have been reviewed, if necessary we will adjust the outcome of the claim.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 very disappointing to me, I am accepting it. They also stated to me on the phone, but was not stated in the stipulations listed with Revdex.com, They will only refund my full amount if I close out his complaint. I want my full amount. Please close out the complaint as a completely dissatisfied customer
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 pool heater was bypassed, confirming that there was an improper previous installation.Per our policy, Section Letter F, Number 11, CHW is not responsible for “…improper installation…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. We strive to provide the best customer experience, therefore we offered you funds in the amount of $to assist on this non-covered claim You accepted this offer Please note, that the cap for the pool coverage is $500.We regret to hear your wishes to cancel your policy Please contact our Customer Solutions Department at ###-###-#### Monday-Friday 9am to 6pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***, We do understand the frustration that you are going through and we would like to assist every customer however, we do have to review the claims and compare them to the guidelines of our policyThe claim for this AC System stated to have failed due to a lack of proper routine maintenance. Therefore in order or assist you, we request that you submit your routine maintenance showing that you have had the unit maintained by the manufactures guidelinesThe technician reported to CHW that the unit was in very poor condition, it had rust, corrosion, the condensing unit was in poor shape, the evaporator was in poor shape and the compressor had over-heated which then made the unit short to the ground; hence failWe understand that you stated that the technician reported to you that this was “wear and tear”However, had the unit been proper maintained and had preventive maintenance, this unit would not have failed. This failure would be considered wear and tear had there been no maintenance involvedOur technicians provide an opinion of how they believed the failures happened and we do not use “way” calling due to the fact that we do not want to place the technician in an uneasy position with the customer on the lineIf you have records of maintenance as specified by Section FLimitations of Liability #then CHW will be happy to re-open and review this claim. We have left the onetime free service call fee under your account as we stated we would however the second opinion has to be from an independent technician not associated with our company. Please send these records to *** and our inside technical staff will review them to ensure that they do fit the ACCA requirements along with the routine status also that they are records of maintenance, not records of repairsWe do look forward to assisting you providing you can show records of routine maintenanceThank 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 *** Upon review of your claim I do see that CHW dispatched a technician to your homeYou did not request to have a specific technician come to your home therefore we dispatched one for you We do understand your frustration with the technician damaging your floors but please see our policy Section F#that does state that we are not responsible for the technicians negligence or any damages that they might cause We highly suggest that you contact the technician and explain the damages that he had caused Unfortunately, due to the circumstances CHW cannot intervene with this issue, it would be between you and the service provider. We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

I wish to escalate my complaint regarding Choice Home WarrantyCaseNo***I filed this complaint that when I went to use this company's service they would never answer their phones, I tried to reach them for hours trying to use a repair service, their tactic is to just never answer their phones, when I went to call to complain and then to finally cancel it they just won't answer , therefore they do t have to pay outThey do answer if you wish to join and send money but when I called them they then say they can't do anything and say they will switch you to the right person , then they do and again they don't answer the phones again. I tried for over hours to use their service the I tried to cancel and their tactics are the same, they simply refuse to answer their phonesTheir response to the NJ Revdex.com was exactly the same as my complaint , to call them. I even had someone from from the Revdex.com call them, and guess what, they wouldn't answer their phonesTo finally cancel my connection with this company I had to cancel my debit card, so that they would not receive payments anymore.This company has over the years collected thousands of dollars, and when you call them to use their service their tactic is to simply not answer their phonesAnd when I filed a complaint with the Revdex.com they respond with the same, call usMaybe you should try to call them and you will see. Call me if I can assist you in elevating my complaint, this company is a huge rip off and needs to stop their practice, I think that they should return all money's paid to them

Dear W*** ***,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 do see that the policy began with us on 2/7/and your claim was placed on 2/9/for your refrigerator We do see that the technician stated that the unit had a leak, our policy clearly states in Section DCoverage #that we do not cover leaks Also, this leak was due to the coils being dirty Per section ACoverage #we require all units to enter the policy in proper working order Lastly, all units should be properly cleaned and coils for a unit such as this should not be dirty or the failure will occur. We do see that you chose to cancel your policy before providing us with a second opinion We do regret that we are not able to provide you with any funds towards this claim because your policy has been cancelled and you were provided with a refund per the terms of the policy in Section LCancellations. We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW