BASS Services

CHW does not condone that type of behavior from our employees, it doesn't matter that you are a paralegal; you are a customer and all of our customer are to be treated with respect I have forward this complaint to the VP of Operations and she will investigate the calls as they are recorded.We do apologize and hope that your next experience with us is much better.Respectfully,TracyCHW Consumer AdvocateOffice of the President

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/useragreementA review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that the unit was low on Freon due to a rust and corroded evaporator coilPer our policy, Section Letter F., Number 1, CHW is not liable for “ malfunction or improper operation due to rust or corrosion of all systems and appliances ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied therefore your requested to cancel your policyWe regret to hear your wish to cancel To process your request please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM ESTWe 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 [redacted] , and will wait for the outcome of this claim to make sure the item has been repaired and the claim is closedThis complaint will require additional updates and response from the business 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 www.choicehomewarranty.com/useragreementUpon review of your claim we do see that the unit was being used while it was partially filling with water, this caused the motor to overheat and develop a failure Due to the fact that one part of the unit created another to fail is considered secondary damages Per our policy, Section F#19, we do not cover failures that are caused by secondary failures.If you disagree with the outcome, we ask that you provide us with a second opinion You can have a technician contact our inside technician’s at ###-###-####, option then option Once you provide the second opinion, your claim will be re-evaluatedWe 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: since submitting my Revdex.com complaint against Choice Home Warranty I have spent hours reviewing customer responses and I haven't been able to find not one negative reviewAnd for a fact if Revdex.com would look back over their complaints they will find them I know for a fact that a personal friend wrote several on their website in about a hot water heater and dish washer that choice didn't want to cover Not one time did Choice Warranty show this person's negative review Another friend wrote a negative review and complained to Revdex.com and her negative review was never shown on Choice Warranty website This lets you know that this company wants the public to think they are perfect and they satisfy their customers 100% I am going to take my complaint another step forward to the Consumer Affairs office at the state and federal levelWhether they do anything about it or not, they will know of my issue with Choice Home Warranty [redacted] ***

The claim was placed on June 15th;however I enrolled in Choice warranty on May 11th, Since Choicehas decided not to move forward with fixing the Air Conditioning unit, I willlike to cancel my coverage and be refunded my difference How do I go about getting mymoney back and cancelling my coverage? Thanks, [redacted] Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Dear Mr [redacted] , We do understand your frustration however CHW has to follow the terms of our policy and in this situation, this would be considered secondary damages Since you disagree with the terms of our policy, we are offering to provide you with a refund of the policy and subtract what we have paidWe are offering to provide you with a refund of $ If you would like to accept this offer, kindly contact us at ###-###-#### and one of our Managers will send you an agreement to sign in order for our billing department to process the refund to you Thank you, CHW

Complaint: [redacted] I am rejecting this response because: CHW advertisement specifically indicated that regardless of the age of your unit, it will be coveredtherefore we will look for other alternative way to have our complaints heard Regards, [redacted]

Dear [redacted] ***,CHW offered to cover the unit due to the emails that you sent to us, we saw how upset you were and wanted to assist It does go against our policy to cover failures that are caused by rust or corrosion This would be the reason for CHW to ask you to sign a release agreement If our company is going to cover a unit that normally would not be covered per the terms of our policy, we would expect the customer to be happy with this resolution Once you sign up with our company, you are provided with an email that welcomes you to CHW and it provides you with your new policy number, you then can go online to the customer account center and place that number along with the email address you have and you would be able to see your own policy If you had not received the Welcome email you could have just simply gone online to our website and reviewed the policy that is there for anyone to viewSection FLimitation of Liability #and #state that CHW does not cover failures due to rust or corrosion If the unit has failed due to this reason, it is not covered under our policy We do regret that you feel that you were lied to or deceived on the contrary it is documented in our policy that we did provide to you days prior to the start date of the policy In the first days you are able to review the policy and if you disagree with the terms and conditions you are able to cancel for a full refundOnce the policy begins, we then believe that you have read the terms and conditions and agree to them.CHW

Complaint: [redacted] I am rejecting this response because: When the technician that Choice Home Warranty sent out looked at my unit he came in and told me it was the compressor I then called Choice Home Warranty and put them on speaker phone when they asked to speak to the technician They asked him if the unit had been properly maintained and he told them yes I just got off of the telephone with Wynn Air, the company that the technician worked for and they say when they gave their report to Choice Home Warranty they also stated that the system was properly maintained Wynn Air can be contacted at [redacted] They will verify what I'm saying I am now going to contact the Texas Department of Licensing and Regulation to see if they can assist me as wellChoice Home Warranty is lying, and I will not let them get away with this Regards, [redacted]

Dear [redacted] , Our policy just as any other policy has exclusions; we post our policy on our website for anyone to viewWe also provide you with days prior to the start date to review the terms and conditions before the policy starts to ensure that you understand the policy and accept itWithin this time you are to make sure that all units in the home are in proper working order Our policy does state that we do not cover wire tracing, it is not something that CHW will cover per the agreement We have all calls recorded and we will review the calls you have had with all of our staffIf there is any rude behavior, we will report the reps to our VP of Operations CHW’s policy states in Section Letter LCancellations that we will provide a pro-rated refund to you for the remaining months left of the policy, minus a $administrative fee and we deduct for any claims paidThis would leave you with no refund; however CHW is willing to provide you with a refund of the amount that was paid $minus the amount that we have paid $to provide a refund as a goodwill of $ If you accept this offer, please contact us and we will proceed to provide you with the necessary paperwork 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/useragreementA 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 a leak at the condenser service valve and a leak at the evaporator coil Rust and corrosion contributed to the evaporator coil leaking Per our policy, Section Letter F., Number 8, CHW is not liable for repair of conditions caused by “ rust or corrosion ”The condenser service valve, unfortunately, is no longer available Per our policy, Section Letter F, Number 9, “ 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 ” Our SrClaims Specialist advised you about the outcome of the claim and our policy, as well as offered you funds in the amount of $ You accepted these funds 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 claim it appears that the claim was processed in accordance to the policyThe diagnosis that was received from the technician was that the ductwork had multiple tearsIt was from some sort of physical damage and is not covered in accordance to the policy as stated in section Letter A, Number CHW is responsible for repairs related to wear and tear 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/useragreementReviewing your claim for your AC system, we do see that the unit was low on Freon however CHW’s technician could not locate the leak and the evaporator coil is inefficient at this time CHW cannot replace a part of a system that is not providing the issue and we cannot provide Freon because the unit is low However, you are more than welcome to provide CHW with a second opinion by your own technician to show what the failure is and how it happened Once we have the diagnosis, our authorization team will review and contact you directly Please provide the diagnosis to the authorization department at ###-###-####.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: due to the length of the ongoing complaint (from May to today) and Choice warranty's lack of response to our request for a second opinion from a new hvac company to resolve the issue, I am not confident that this will be resolvedIt has been degrees and above with as high as degrees humidity for the past weeksI have elderly parents and grandparents who resides with me and its a shame that our problem is still unresolvedChoice home warranty should pay a portion of the cost of a system that I am now forced to install due to that lack of assistance and the concern of my familyIts clear that their mission is NOT to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their valuable asset! 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 www.choicehomewarranty.com/user-agreement/A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that calcium and sedimentary building inside causing restriction in the line Per our policy, Please refer to your home service agreement Section Letter F., Number 8, CHW is not liable for repair of conditions caused by “ sedimentary build up ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfactionAs of 11/3/17, your policy has been cancelled.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:A) what choice home warranty is stating is their interpretation, which is to their convenience I had sent them maintenance records for years and .b) the issue was spotted DURING routine maintenance conducted in and we offered to call the technician who had done the maintenance for them to verify that maintenance was indeed done and only when a problem was spotted were they called .c) choice initially tried to decline it giving the reason that ' heat exchangers were the excluded' This was not so as per contract When I pointed them to the contract , they took up the excuse of ' lack of maintenance 'd) if choice wanted to decline due to maintainence issues , why did the send technicians over times after initial review ? all in all , it looks to me that they never intended to settle the claim Looking at the Revdex.com site I see several other claims in the past year that they have declined And also evidence that they were sued for the same There is a settlement that was made by choice against that law suit as well 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] Upon review of your policy that began with us on 3/9/16, you placed a claim for your Air Conditioning System on 3/17/stating that the unit did not work since the day prior; days after the policy began.CHW dispatched a technician that came to your home and advised us that the unit had a bad condenser fan motor that burned out due to the motor winding The failure that happened could not have happened in the amount of time that you had the policy open Per our policy, Section ACoverage states that all units must come into the policy in proper working orderIt also states in section FLimitations of Liability #that we do not cover any known or unknown pre-existing issues Being that the unit failed within the short time of the life of the policy, this would not be a covered claim.We do see that you chose to cancel the policy with us after payments of $37.92; CHW did abide by the user agreement Section LCancellations and agreed to cancel the policyWe do regret the frustration you experienced; however CHW is in full compliance with our terms and conditions of our policy.Thank you,CHW

Dear [redacted] ,We understand that you are upset with the outcome of this claim As a resolution for you, CHW is offering you a full refund of the paid policy in the amount of $186.68.If you would like to accept this offer, please contact CHW and we will provide you with a form to sign in order to process your refundThank you,CHW

Choice Home Warranty is still ripping people off They claim to replace water heaters and then look for reasons not toIn my case, yes it was under manufacturers warranty But I still had to pay $in labor to installI have been a Realtor for over years and insist my buyers purchase a home warranty with every house they buy I believed what they write in their brochuresCHOICE HOME WARRANTY IS A RIP OFF TRY READING THEIR REVIEWS IT'S NOT JUST ME