BASS Services

[redacted] spoke to them today )John) 10/5/ has stated they will not pull out the dishwasher to examine itI spoke to Andres at Choice Home Warranty who stated theycannot get anyone to move itActually I am on the phone with Andres a supervisor 10/5/@2:pm discussing the matterI advised him that the dishwasher was installed by *** on 9/30/and it is bolted in and needs to be moved by a professional appliance person*** was not able to run a test on the dishwasher because of the electrical issuesHe stated that they are not sending an appliance repair person out unless I pay $I stated that appliance repair person would have to be here with the electrician to coordinate the move out repairs and the move back of the dishwasher and to check to see if it is workingI advised him that I am not able to get the dishwasher he stated they are not moving forward with this complaint at this time as quoted by Andres employee number ***/ So I am left with a new non working dishwasherI spoke to Joel who advised me to send the receipt from *** which I faxed over the receiptSo I called corporate office at [redacted] now speaking to Andy who stated he cannot send the appliance repairman to work with the electrician to fix the electrical problemsAgain I advised him that I do not have anyone to move the applianceComplaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Maintenance:a) I change the Filter every months...it's on my Calendar.b) I have a AC Company come and inspect every spring.c) I spray the outside of the unit occasionally.d) Not sure what else I am supposed to do to meet you guidelines of maintaining my unit.Some Facts:I don't understand how you close tickets without verifying the customer is satisfiedNothing that either of your vendors did accomplished anything to solve the issues that I opened the claims forIf you are in the Customer Service business I would think you would touch base with you customers to validate I am satisfied before closing a ticketThe largest issue was the exterior fan was "occasionally" running in reverse and causing the unit to heat up even moreHow does a fan running in reverse become a "maintenance issue" on my part??When I finally paid someone who knows what they were doing out of my own pocket....problem fixed in minutes with a Capacitor instead of a Fan Motor/Compressor like [redacted] was stating I needed....total up selling on someones part I am a [redacted] Realtor and have talked to several other Warranty companies since this started.....none of them claim they would have put me thru the delays or testing charges, or denial of further service on my AC unit like Choice has.....I am fully willing to admit when I am the cause of something, but mechanical failures (Fan Running in Reverse, a Capacitor that needed replacing, etc) really cannot be cited as lack of diligence on my part Regards, Guy [redacted]

Complaint: [redacted] I am rejecting this response because: I am not sure if they have the right personI was not having an issue with my heat pump on my washerMy washer was not completely cloggedIf it was completely clogged it would have not drained at all, but it did drain sometimes and sometimes it did If I get my washer fixed myself and I have another problem with it, will my claim get rejected againIf I just started having this problem how can you tell me that it started a while agoBut regardless of what you all decide to do my washer will get fixedIf I do decide to get my money back will I get all months? Regards, [redacted]

I have had Choice Warranty two different times in the last several years The first experience I had with them I reported a leak in the pool filter pipe They referred a pool company to come out and check the problem After a week of waiting on the tecnician, I received a call from Choice saying he had called in and reported that my pool filter was hit by lighning and therefore Choice rejected my claim I told them at that time that the technician had never been out to even look at the problem and just made that up They apologized and took my compaint and fired the technician but still refused to cover my claim I immediately dropped them and picked up [redacted] I had them until Choice called in the spring and gave me a cheaper deal so I reluctantly dropped my previous Warranty on the day my Choice Warranty took affectBoth claims I submitted to Choice were rejected because they said they were pre-existing The first one I paid and did not argue with them but when they rejected the second I finally spoke upI had another warranty company up until the day that Choice took over I would have turned this claim into the previous company if this has pre-existed prior to Choice Warranty taking affect Secondly, Choice requires a 30-day waiting period at the time of you signing on with them (which they charge you the monthly premium for) to prevent anyone reporting a pre-existing conditionSo I had waited my thirty days and was told when I signed up that I could file a claim beginning the first day my policy became effective and anytime thereafter No where in there policy does it state that if you file on a certain day after your policy takes effect that they willconsider your claim to be pre-existing Because I filed soon after the effective date of my policy they said that raised a red flag I have had a home warranty company for years and have never had to deal with these problems When I spoke to Russ, the manager, he wasn't willing to make things right even though he didn't have an argument as to why they were not covering this $part I even bought the part and put the part on myself to save them money Only when I threatened to report them to the Revdex.com did he agree to reimburse me for my part I have the email that it was in process My next premium date was coming up in a couple of days and I chose to cancel my policy because of all the problems I have had with them In their response, they said that they could not fuflill their agreemet to pay for the part since I cancelled my policy It is a warranty company's responsibility tocomplete repair of your claim if it has been reported and currently in process prior to you cancelling your policy That is my argument to Choice that even though I had cancelled my plan, I had an active claim that they had agreed to pay for I process If they do not fulfill their obligation then I would like to move forward with the next step of getting them on the Revdex.com list of unethical companiesI do not want them to be able to continue this practice with other customersPlease let me hear from you on the status of my claim once you receive thisThank you

[redacted] ,We do understand the reasoning behind your answer however the answer that you provided to us and the reasoning is exactly what pre-exiting issues are You turned the unit on for the first time in May, you did not check the unit prior to signing up with the company Our policy states that all units must enter the policy in proper working order CHW does not require an inspection because we trust our customers to enter the policy without any known or unknown pre-existing conditions as stated in Section FLimitations of Liability #1.Had you had the unit checked prior to the purchase date, you would have been informed that the unit needed to be repaired prior to signing up with us.We do regret your frustration and as we stated in our prior response, we are willing to provide you back with a full refund of the policy If you would like to accept this offer of the full refund, please contact our customer service department.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 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 the system had no Freon and a leak test needed to be performed Please be advised that your policy coverage start date was 1/22/and you placed your claim on 1/22/ Your unit would not have leaked out 100% of Freon in the short lifespan of the policyPer our policy, Section Letter A., Number CHW requires all units to be in proper working order on the effective date of this home warranty contract.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policyRegards,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 the compressor is locked up and needed to be replaced, however the unit was still under its manufacture warranty until 2021.Per our policy, Section F, Number 15, CHW does not cover any item while still under an existing manufacturer’s, distributor’s, or in-home warranty.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you stated that the manufacture is no longer in business therefore the unit is no long under manufacture warranty We strive to provide the best customer experience, therefore we have resubmitted your claim to our Authorization’s Department for review Once your claim has been updated, we will contact you right awayRegards,CHW

Dear [redacted] ***,We regret to hear your frustration and dissatisfaction with CHWPlease refer to 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 UsThis 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.If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9am to 6am EST.Regards,CHW

Complaint: [redacted] I am rejecting this response because:Your response was 100% inaccurate I spoke to the technician several times who confirmed the malfunction had nothing to do with Maintenence The visible problem was a leak but the cause was mechanical failure The leak was not in the holding tank The mechanical components broke/failedClearly that should be covered The technician offered to have a way conversation confirming this diagnosisHe also explained Choice would never honor the claim Further, a second technician was never dispatched A common sense review of the thousands of Revdex.com complaints for this exact situation greatly confirm my complaint I paid for a service which you actually had no intention to deliver If stealing my $is your idea of a fiduciary business service, so be it I'm in sales myself and pride myself in going above and beyond for my clients Not the lowest common denominator.I signed up for Choice after years with another vendor with no problems Your plan was less expensive and the salesman promised quality service Obviously I bought in to the lie Either replace the unit as you should, return the $252, or continue this business practice 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] The system needs to be bled and this is a part of routine maintenanceThe policy with CHW is not a maintenance policyThe air tube is a part of the system that is responsible for bleeding and wouldn’t be covered, however, it needs to be replacedWhen you called CHW, the representative advised that you may seek a second opinion and have it submitted to CHW for review, however, at this time, the claim is not covered according to the policyPlease refer to section Letter F, Numbers and of the policySection Letter F, Number states, “We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure”Section Letter F, Number states, “We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, 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 replacement”Please call the customer service team at CHW directly at ###-###-#### if you have any questionsWe 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] The effective date of the policy was 6/2/A claim was placed for the Pool Spa and CHW was informed that the last time it was working properly was 5/30/16, which was prior to the start of the policyAfter CHW made you aware, CHW was informed that the last time it was working properly was 7/4/and a technician was dispatchedThe diagnosis was that the heater was not working, the unit burned out all the wiring and control boardThese failures would have been prevented with proper maintenanceAs such, based on the policy, section Letter F, Number 12, this is not coveredCHW received documentation that was not sufficient to demonstrate that there had been routine maintenanceThe documents that were received didn’t indicate flushing of the lines or cleanings that had been done 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 [redacted] and find that this resolution is satisfactory to me 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 CHW has explained that the failures that occurred are per our policy are partially coveredCHW is covering the main failure which would be considered the compressor and you are responsible for the secondary failures of the Freon and the misccost from the technician of $180.00.CHW does not cover failures that are considered to be secondary, please review section FLimitations of Liability #We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted] CHW does not reimburse for the service call fee if the claim is not covered per our policy however as a goodwill gesture, we will offer you $towards this claim.If you accept this offer, kindly contact us at ###-###-#### and we will provide you with the form to sign, once we receive it back the authorization will be placed for the funds.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 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 bathtub faucet was leakingPer our policy, Section Letter D, Number 8, CHW does not cover “ faucets or fixtures ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction We strive to provide the best customer experience, therefore we advised you that we would offer you funds to assist you on the non-covered claim You accepted this offer and we authorized the funds to the technicianYou reached back to CHW and advised us that you wanted to cancel because you were not happy with the technician’s service Please understand that you requested to cancel your policy while this claim was still in activePer your request we have cancelled your policy as of May 24, Please note that we are unable to further assist on this claim as this 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:The technician YOU chose and sent to my house disputes your claim that the failure was caused by lack of maintenanceI have multiple photographs of the inside and outside of the unit that proves it was clean and had no excessive growth around the unit itselfcording to the tech that you sent out and others I have spoken to that are not related to our dispute, no regular maintenance would have prevented this unit from eventually developing a leakIf your claims people are more knowledgeable then a liscensed HVAC tech and know more about the situation based on a picture and being hundreds of miles away, that is quite impressiveI still maintain that this is just a loop hole that you used to be able to back out of your agreementIt is unethical to treat your customers in this mannerI would love a detailed explanation from a liscensed HVAC tech, if you can supply one, how "lack of maintenance" can cause a condenser coil to leak Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: by their own admission they did not cover a legitimate claim after the day wait periodI called back to the technician and he said this is a repair for the age of the washing machine and is not unusual 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 claim, we see that you placed a claim for the septic system and stated that the tank was full; CHW dispatched a technician to go to your home and diagnose the issue Upon diagnosis it was stated that there was a stoppage that was backed up and going into the homePer the technicians diagnosis this could not have happened within the time frame that you had your policy Your policy began with us on 3/8/and you placed this claim on 3/15/stating that it had not been working since the day before Our policy states in Section ACoverage #that all units must be in proper working order on the day the policy goes into effect Having a stoppage such as this is not something that happens within the few days that you had the policy.Once the technician gives their diagnosis, CHW decides if the claim is covered or not You chose to have the technician complete the work without authorization; this is not something that CHW would pay for.We do see that you chose to cancel your policy with us, we do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Dear [redacted] [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 policy, we do see that you have paid for the one year at $and CHW has assisted you with one covered claim in the amount of $130.00.We do understand that claims can be frustrating however all of our coverage is listed in the policy which was sent to you before the actual policy began Per our policy, Section L Cancellations, you are entitled to a pro-rated refund however as a good faith offer we are offering to provide you with a refund of the paid policy and subtract that amount of paid claims, this will provide you with a refund of $295.00.If you would like to accept this offer, please contact us at ###-###-#### and we will then send you a release agreement.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted] We regret the confusion with the outcome of your claim, however per our policy, Section FLimitations of Liability #states “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.” Our cos for this unit would have been $but we did increase the funds for you to $which was accepted on 3/9/ We are not able to provide you with extra funds to go towards the purchase of the new unit because this amount was accepted and already authorized however we can provide you with a goodwill gesture of free months of service and one free service call fee The next payment for your policy will not be drafted from your account until 6/6/ If you would like to accept this offer, please contact us and we will add it for you.Please contact us at ###-###-####.Thank you,CHW