BASS Services

I am rejecting this response because: First,I was told $fee, now you say $35..this is the sort of run around CHW constantly does I, no more than you, can be responsible for the US mail....you can check and see the check has not cleared the bank, therefore it is your responsibility to reissue the lost check at no charge to the victim.....Me!! Regards,

I am rejecting this response because: the 100$ credit has not been made to my credit card yet as of 7-9-@ 10:am

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 compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction You spoke with our Customer Solutions Specialist who offered you $towards the repair; you declined this offer as you insisted on cancelling your policy.Per your request, your policy has been cancelled as of July 18, 2017.No further action will be taken as this policy is no longer active.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW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: That is incorrectWe have had a second opinion come out and service our HVAC and found that the Compressor failed for no known reasonThere is nothing showing it was due to a shortage and Adam from [redacted] has called your Authorization department and given his diagnosis which then your representative Ike said "so it was do to a short to ground" Which Adam never said those words or even implied that and kindly told him the diagnosis he received which should all be notated on thereI assume your calls are all recorded so you may go back and listen to conversationIke also asked Adam if the felt our HVAC was clean and well maintained to which he told him yes it was and we have it serviced regularlyWe have owned this house for years and have always had it servicedOur HVAC is years old so yes things are going to fail in it over timeThis was due to wear and tear and I have had technicians inform us of that and that it did not fail due to a shortage from the compressorI will NOT accept $as money to "keep us quiet" I have also read online that this is another way of you guys getting out of paying out claims that should be paid outI will only accept the full refund of the compressor that we are being charged for which is $I will literally go as far as getting a lawyer and suing your company because you are refusing to pay for something that is covered and should be covered due to wear and tearNo matter which way you reword what is told by the Techs and managers who have been in this business for 20+ years it is due to wear and tearYour staff has been very rude each time we have called and cuts us off each timeChoice Home Warranty has been sued about a year and half ago for this exact reason and forced to pay out so I find it crazy that you still will not cover our compressor when different technicians have stated this is due to wear and tear and should be payed out by the warranty companyWe are entitled to our denial letter which still has not been emailed though Joe claims it has please send us the denial letter because we will be taking everything to a lawyer and taking legal action since you still stand by the fact it is not wear and tear despite multiple technicians giving you a diagnosis that shows wear and tear Regards, [redacted] ***

[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 find that this resolution is satisfactory to me I hope that you guys will reach out to me by the end of today as tomorrow afternoon im planning to file a court case against you guysAlso please reach out to me via my email that you guys have on file and dont bother calling me anymoreAnd only reach out to me if you guys are going to cancel my policy or else dont bother as im done playing phone tag with you guys 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 both of your claims, we advised you and it is on the reimbursement form that CHW requires the technician to contact CHW before any work is completed We did advise you that if the work is authorized, CHW will provide you the amount that we would pay for the unit to be fixed Please refer to your policy and note that CHW is not an emergency service and therefore we do not pay for pricing for one.For the AC claim, we do see that CHW is reimbursing you at our rates regardless that the work was completed without authorization as it is stated it needs to be in Section C Service Call, # CHW did reimburse you and as a good faith offer they did not charge you for the $service call fee of $ However, since this would have been a covered claim, as a goodwill gesture CHW is offering to provide you for the full amount that you paid for on the Air Conditioning System claim We will authorize the check for you today ( 6/27/16) for the total amount that you paid $276.85, however we are not able to provide you with a reimbursement for the Refrigerator due to the fact that the invoice that was provided to us showed that maintenance was done to the unit Per our policy, CHW does not cover any maintenance The condenser fan motor needed to be replaced and rewired due to the dirt and debris that was found inside the unit.We are happy to assist on any claim that is covered per the terms and conditions of our policy.Thank you,CHWWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

The refrigerator has been fixed now, but what is mentioned by CHW is falseThere was no power surge and the technician never said soThe technician they are following up with is the third technicial who actually fixed the issue, not the other two they assigned previouslyThey can't even keep their story straight[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 find that this resolution is satisfactory to me Regards, [redacted]

Dear Russell [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 policyThe claim was placed online on 7/31/and there was no coverage provided for this claim as it is not covered in accordance to the policy water pressure is something that is not covered in the policyPlease feel free to call the customer service team directly at ###-###-#### if you have any questions 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: Please be aware that we know the paragraph that Choice is citing This rule does not negate the fact that the Choice should be held liable for the substandard repairman The reality is We now have to spend money to repair a problem cause by someone they hired We can keep going backward and forward to no avail We will continue to pursue in another way 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] Upon review of your claim for your heating system, it was advised to us that the unit had debris within tubing from the switch to the inducer, once the technician removed the debris the unit started to work again You had advised the technician that the unit did not work again and he discovered that the unit had multiple cracks With both of the diagnosis that the technician provided us with shows the unit to have had a lack of proper routine maintenance Per our policy, Section FLimitations of Liability #12, states that CHW does not cover failures that are a result of a lack of proper routine maintenanceIf you would like to have CHW review your claim again, you can have a different technician provide us with a second opinion and we would review the claim If you have had routine maintenance completed on your unit, you can always send the records in to show that the unit had this completed From the pictures that were sent, to diagnosis of the claim, it clearly shows us that this unit was not maintained properly.We do apologize that this claim is frustrating and we have documented what you had stated the technician said about CHW as this is not something that is a practice of ours CHW bases our decisions off of the technician’s diagnosis and the pictures that are provided We also rely on the customers to enter into their policy in with their units in proper working order as well as having their units maintained per the manufactures specifications We do look forward to assisting you on future claims and if you would like to provide us with a second opinion that would overturn this decision; we look forward to reviewing it.Please note, CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: [redacted] I am rejecting this response because: payments has not been refundedMy bank is investigating dispute charges as wellWe are awaiting for my refunds Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Again, CHW is not addressing the issue of chafing statements to avoid paying claims This is the real issue The company is consistently changing statements and will not address that issue Company is a fraud and should not be permitted to do business Lawsuit in where they had to pay monies for not paying warranted claims and still persists to this day Regards, Claude [redacted]

I am rejecting this response because: first the comment that a 'few things were fried in the unit' was untrue as I was able to have it fixed with a simple fuse So with that first assessment being untrue the conclusion of a power surge and pre-existing condition become less credible What I really have issue with is the switching of the denial reasons First it was a power surge Then after that issue was disputed as to how they could possibly know that (I asked several techs who agreed that it could not be a diagnosis unless they had meters on the unit or saw the surge) and they simply could not defend it they change to pre-existing And the reason given to me was that an AC breakdown could not have happened in days So the CAUSE is really NOT the issue it is time until it breaks? Curious what if anything they would cover after days given that rational But OK If that's your defense fine use it on day one or the next day Don't waste my time with denials based on causes (power surge) Time is money My wife and daughter both have asthma which is aggravated by the humid warm condition created by the lack of AC and we have a two year old at home Don't appreciate the run around.Keep the money I want it on record of the poor handling of the claim Note also I was offered a full refund by Choice if I agreed not to complain

Hot water heaters have a relief pressure valve in place so that when they get too hot they drain the water out of the drain That was the problem with the heater The plumber did not come when he was supposed to so I could show him what was going on When I spoke to the person on the phone at Choice Home Warranty, they went over everything they didn't cover with a hot water heater This just happened to be anything that can happen to a hot water heater This company is nothing but a scam They want your money but do not want to fix anything that happens They find ways around it There were many negative reviews of this company and I see why now Based on an experience I had with another company, I just assumed these places were legit I guess they are not I want my money back from these people It is Fraud and Theft at best

Complaint: [redacted] I am rejecting this response because: There was no miscommunication your manager [redacted] said to me verbatim "companies can just pay the Revdex.com to raise their ratings" please go back and listen to the recordingPlus I sent you exactly what you asked me to at the time of the incedent and now you are asking for more requirements and I am sure you will continue to ask for them so you can keep denying the claimChoice home warranty is proving to be a dishonest business that does not cover what is in their paperwork even after the AC company tells them it has nothing to do with maintananceI am going to spread the word of the dishonesty of your program and your failure to cover claims as explained in your add and your documentationI will submit one years worth of maintainer records like you said you originally asked for and are no where in your email to me asking for such itemsSo once again the big company that promises the consumer a safety net for help is getting away with a lie after they have been paid for three years of coverage Horribly disappointed Regards, [redacted]

[redacted] , We are very sorry that you disagree with the outcome of the claim and our policy.We do regret your frustration with this claim and do see that you have cancelled the policy with usRegards,CHW

Complaint: [redacted] I am rejecting this response because: This unit has been evaluated by an outside licensed HVAC contractor who determined that the leak was not caused by rust or corrosion 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] A review of the claims shows they were handled properlyCHW provided you with the reimbursement forms to have the dryer claim processed and the information was not receivedThe claim for the air conditioning unit was not covered according to the policyBased on the diagnosis received, the compressor on your air conditioning system failed due to the internal windings that had shorted to the groundThis is a failure that occurs from overheatingThis is not something that occurs from wear and tearSection Letter A, Number of the policy indicates that CHW is not 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/useragreement A review of the claim shows that the claim was handled properlySection Letter D, Number of the policy indicates that access to drain or sewer lines and zone components aren’t included in the policyHowever, the leak portion of the repair is coveredAs a goodwill gesture, CHW did offer to provide you with $towards the non-covered portion and it was declinedIf you would like to accept this, please call the CHW 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

Complaint: [redacted] I am rejecting this response because: One of the worst company which I never saw.Lot of bad reviews.I don't want to accept they are offering.I want to give Revdex.com a negative review for your records.May be If I can save some of the customers not going to Choice warranty,I feel I won Regards, [redacted]