BASS Services

Complaint: [redacted] I am rejecting this response because: Choice Home Warranty was supplied with supporting documents and pictures of my furnace by their own technician that they sent to my home that verifies that my furnace was maintained and simply had done its job, but was now old and deteriorating from wearFurthermore, it was the recommendation of their technician that diagnosed my furnace that it needed to be replacedThey are flat out lying and denying my claim to avoid replacing the furnaceIn fact, when I informed them that I was going to report them to the Revdex.com for fraud, they offered to give me a $If they truly believed that their technician correctly diagnosed the problem with my furnace then why would they offer to give me any money? 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, we do see that there was not a technician available in your area at that time We did however explain to you the reimbursement process We explained that if you are to use your own technician, you would have to have them contact CHW to provide a diagnosis for the unit Upon diagnosis CHW would see if the claim is covered or not Once we have determined if it is or not, we would contact you and advise you If the claim is a covered claim then you would be reimbursed the amount that CHW had discussed with the technician CHW would provide you with a check for the costHowever, if the claim is not a covered claim then you would be responsible to cover the repair yourself Also, per the policy Section LCancellations states that you only have the first days before the policy begins to cancel the contract to receive a full refund If you chose to cancel before the policy is up, there are fee’s that you would have to pay You would be refunded the amount of months that you had remainingLastly, please read Section ACoverage #3, CHW does expect all units to enter the policy in proper working orderThe first days are to ensure that you have read the terms of the policy and to ensure that the units in your home are properly in working orderCHW has requested a manager from our cancellations department to contact you in regards to this claim We do hope that you will chose to stay with us as we do value you as a customerWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

Dear Ms [redacted] ,After reviewing the claim, I do see that Regina was trying as a good faith effort to help resolve a claim that was not covered per our policy and she was doing it in the most cost effective way for your mother, this being that a new unit would cost more than our policy offers Please see Section FLimitations of Liability #that states:“..You agree that, in no event, will Our liability exceed $per contract item for access, diagnosis and repair or replacement.”To resolve this matter, CHW is willing to provide you with $and then we would terminate the policy If you agree to these terms and conditions, we will send a check to the address we have on fileHowever, if you would rather have a full refund of the paid policy, we would be willing to provide that amount to you despite that we have paid $on claims The amount of the paid policy is $that we can credit back to the credit card that was used to purchase the policy This is a goodwill gesture as well since our policy states in Section LCancellation if a policy is cancelled, you would receive a pro-rated refund minus claims paid, as well as a charge of an administrative fee.Again, our offer is a goodwill gesture to provide your mother with a check for the maximum amount per the policy OR a full refund since you do not think that the unit can be fixedWe will be willing to provide one or the other, please note our checks do take days to receive from the date you send back the formPlease advise me of which you would like to receive and I will send the form for your signatureSincerely,Tracy M

Your refund was processed on 10/12/at 10:AM in the amount of $ 70.00, we also provided you with a second refund of $on 10/18/at 03:PMKindly check with your bank as this was processed and credited back to your credit card

The marketing department has been advised 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 assetWe are committed to providing a positive customer experience and we take all feedback very seriouslyChoice 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 purchaseIt may also be found on our web site at [redacted] Upon review of your claim, we do see that this was a non-covered claim however CHW did provide you with a goodwill gesture which you did accept in the amount of $to go towards the repair of the unitWe do see that there was a different technician assigned and the original did come through with the part that was needed We do regret your frustration with this claim and the time it took for the technician to repair the unit however CHW in 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, we do see that CHW has not covered this claim per our policy, Section FLimitations of Liability # CHW does require that all units be maintained per the manufactures specifications This would mean that all invoices show AMP readings, this determines what the reading was the previous year and it determines if something was offAny technician that is doing maintenance as specified by the manufacture understands that they have to do a point check system that includes all readings otherwise they are not doing proper routine maintenanceAs we stated prior, our policy will only cover units that have been maintained as specified by the manufacture.A unit that is leaking Freon at the condenser coil, is not a unit that had proper maintenance.If you would like to cancel the policy that you have with CHW, you would have to follow Section LCancellations and CHW would provide you the pro-rated refund Please contact us at ###-###-#### or you can send a letter to our office to cancel as wellOur address is [redacted] 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 This was a partially covered claim Based on the diagnosis that we received, it stated that the initial failure was the main control board, CHW covered the repair and replacement of that The failure to the main control board caused the thermistor and wire harness to fail, making them secondary failures.Per our policy, Section Letter F, Number 19, CHW is not liable for “ secondary damages ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfactionYou spoke with our Customer Solutions Specialist who offered to assist you on the non-covered claim, however, you declined as you insisted on cancelling your policy.Per your request, your policy has been cancelled as of June 1, Please note, that no further action will be taken on the claim as the 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: I purchased the warranty in October and my heater was working fineI also had maintenance done on the whole system by NV Energy in recent years and the units were working fineI turned my heat on in November again as we had a cold snapIt came on but when it went back off it didn't come on againI tried it a few times then called to have it fixedChoice did not honor the warranty and I had already paid the first month's premium! I had to fork out to get it fixed when I was promised "peace of mind" by ChoiceChoice owes me $375.00! That is the only resolution I will accept 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] I apologize that you have been receiving solicitation callsI have sent a request to have your name and all information removed from the distribution list 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/useragreementUpon review of your claim we do see that CHW has not covered this claim due to a lack of proper routine maintenance If you disagree with the outcome of this claim, you are more than welcome to provide us with a second opinion and have your technician contact us at ###-###-#### If you do not have a second opinion, please provide us with routine maintenance records as specified by the manufacture Please see Section FLimitations of Liability #12.The claim prior to this one, we did cover due to the fact that the repairs were covered CHW does not provide any information about your maintenance and we do not assist or repair with units that fail due to maintenance If the unit had a failure that we were able to fix, we do so or we would replace it The failure that you had prior to this one was covered not due to CHW being “nice”, it was covered per our policy and our technicians are not instructed to provide advice to customers’ in reference to maintenance unless they are their main maintenance companyWe do regret your frustration however CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Dear Y [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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim that you had with us on 6/24/15, CHW advised you on 7/14/that we did not have the part as of yet for your unit but we could offer you the funds in lieu of repair This would be per our policy, to offer you the payment of the parts for the claim in the amount of $484.47.Please see Section FLimitations of Liability #9, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts.The claim was closed as a buyout for this unit per your decision and we provided you with the cost to assist you with a new unit If you had chosen to repair your old unit rather than purchase a new one with the funds that we provided, we would not cover the unit any longer due to us paying you for the cost of the parts CHW would not be able to provide you with a full refund of your policy since you had paid $for the policy and we have paid out $so far on claims for you There would not be a refund for this policy but you are permitted to cancel of you would like to but again there would not be a refund.CHW does regret your frustration with this claim however we are in 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 your claim was processed in accordance with the terms of the policy which indicates that under section Letter F, Number 8, rust and corrosion aren’t covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dea [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] records indicate that the policy has been canceled in accordance to section Letter L, Number in which if the policy if 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 UsResearch was done and there as an additional payment posted to your credit card on file in the amount of $The refund received was pro rata as well as the administrative feeIf you have any questions, please call our customer service team at [redacted] 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 assetWe 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 purchaseIt may also be found on our web site at [redacted] Upon review of your policy, we do see that the start date was 5/19/and days after the policy began you placed a claim for the AC System stating that the last time it was working was on 5/25/CHW did send a technician to your tenant’s home to diagnose the systemUpon diagnosis it was stated that the unit was not cooling due to a Freon Leak in the condensing unitA condensing coil will not develop a leak and lose enough Freon to stop cooling within the short life span of the policyOur policy requires all units to enter the on the start date in proper working orderCHW does not require an inspection for any units because we trust that our customers will enter the policy as required with the units working properlyPer the policy, we do not cover any known or unknown pre-existing conditions as stated in Section FLimitations of Liability # We do see that you have chosen to cancel the policy and CHW did honor that request and we cancelled the policy per terms, Section LCancellations We do regret your frustration with this claim; however we are in 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] A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, we determined that to provide a long term solution to future potential issues with your Refrigerator unit, the best corse of action was to provide you with funds towards a new unit Per our policy, Section Letter F, Number states that “ We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost ”Our SrClaims Specialist advised you about the outcome of the claim and our policy and offered you $towards a new refrigerator You accepted this funds as 11/10/2017; please allow days to process before the check is mailed out Please note, that due to your dissatisfaction, we increased these funds from the original $that was offered This claim has been considered settledWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,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/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 were not satisfied We strive to provide the best customer experience, therefore as goodwill gesture we offered you $towards the non-covered claim You rejected this offerAs a goodwill gesture, CHW will offer you $towards this non-covered claim To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.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/user_agreement.php Upon review of your claim for your Air Conditioning unit, I do see that you had stated that the policy should have started in January, even though we received the check and cashed it in February Our policy states that we do require a day wait for the policy to start to make sure that all units are in proper working order Please see Section Acoverage #Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage 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 homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Even if the policy started in January, this claim would not have been covered due to the fact that a unit could not have as many failures as this within the time frame that the policy was active Also, an inspection report does not show maintenance, it shows that the inspection person came out and felt the cold air come on and said “yes that is cold” and heat to state “ yes that is hot’They do not do any of the required preventive work that needs to be done for the unit.We do apologize for any frustration that this has caused you and we do appreciate your feedback.We always urge our customers to read our policy and to understand that all policies have exclusions and CHW does follow our policy We do our best to assist the customers and approve claims that are submitted to us We do apologize for your frustration CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

I do apologize for any inconvenience that this has caused I do see that you called and spoke with one of our managers here and you were able to have the account corrected I am very sorry if you had experienced any unprofessional behavior CHW does not condone that type of behavior and we do apologize We are happy that this situation had been corrected and if you should need anything further, please feel free to contact us.Thank you,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 While I wait for you to assign a technician, if I find one sooner is it acceptable to have the work done and be reimbursed?Please advise as soon as possible.Thank you Regards, [redacted] ***