Bass Services, Inc.

Dear [redacted]  We regret to hear your frustration, however the diagnosis stated that the condenser coil was very dirty and the system was low on refrigerant.  These issues show that there has been a lack of proper routine maintenance. If you would like to further dispute this claim, please submit your proper routine maintenance records to [email protected] for review. Once we review your maintenance records, we will be in contact with you with an updated outcome. Regards, CHW

Your policy has been cancelled, per your request.CHW does expect all units to enter the policy in proper working order as stated in our policy.  If a unit fails within shortly after the policy begins, it did not come into the policy in working order and the failures are pre-existing to our policy.CHW

Dear Ms. [redacted],We do apologize for any frustration that this has caused, we have notified our IT department in order to remove your name and phone number from our database. Please allow a few days for them to stop. Thank you for advising us of the issue.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 policy, I do see that you had placed a claim for your Heating System.  The claim that was placed on 9/22/15 was not a covered claim due to the fact that there was a rotted out condensation line and per our policy, Section F. Limitations of Lability #1 states that we do not cover failures due to rust or corrosion.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

I do believe that you had spoken to our customer advocate and this was corrected for you.  We do see that a larger amount was provided to you in the form of a check. Please advise if this information is not correct, we show that you are receiving $1000 for your unit.Thank you,CHW

Dear [redacted] We regret to hear your frustration. In review of the policy, it shows that we received an email from you on 12/13/16 stating that you wanted to transfer the policy to the new homeowner.  This request does require paperwork to be filled out and sent back to Choice Home...

Warranty for review.  Unfortunately, we did not receive the paperwork back. Please note, that monthly paying customers are not eligible for policy transfers, this would’ve been advised once we received the paperwork.  We were able to locate the new homeowner’s policy which confirms the purchase date of 12/16/.  Your monthly withdrawal dates were the first of every month.  We received your request to transfer on 12/13/16, so the charge for 12/1/16 would not be refundable.  Choice Home Warranty has processed the refund for January, February, March, and April in the amount of $143.32 as of May 9, 2017. Choice Home Warranty does not condone any rude or condescending behavior. We strive to better our customer service therefore we appreciate your feedback as we have taken this matter directly to the Director of Operations who will address this situation accordingly. We wish you the best in your endeavors. 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 it was processed according to the policy. The diagnosis that was received stated that there was an internal failure on the compressor which was caused by excess overheating of the compressor from a lack of proper routine maintenance. Per our policy, Section Letter F, Number 12, we do not cover failures that result from “failure to perform normal or routine maintenance.” Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which were not satisfied.  We advised you that if you wanted to dispute the claim, you could provide us with proper routine maintenance records.  We also advised you that your system was two months out from its standard 5 year manufacturer’s warranty, and if you had the installation date and it was installed in April or later, then the manufacture will cover the parts for the repair.  You opted to send provide us with records. We received 3 invoices that showed the failures and the repairs.  We appreciate the effort, however the invoices you provided do not show a proper routine maintenance record, but truly shows the signs of lack of maintenance your system had.  At this time the outcome of the claim stands.   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.
Please send me an e-mail or something I can keep on hand that reflects the one time service call credit on my account.
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 [redacted]s 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 the refrigerator, I do see that [redacted] had gone to your home for a diagnosis and also [redacted] And TV services.  I have read both diagnosis and they both state that a gasket is needed for this unit.  I do apologize but that is something that CHW does not cover per our policy as we did explain to you on 5/20/15. Please see Section D. COVERAGE3. KITCHEN REFRIGERATORNOTE: Must be located in the kitchen.INCLUDED: All components and parts, including integral freezer unit, except:EXCLUDED: Racks - Shelves - Lighting and handles - Freon - Ice makers, ice crushers, beverage dispensers and their respective equipment - Water lines and valve to ice maker - Line restrictions – Leaks of any kind - Interior thermal shells - Freezers which are not an integral part of the refrigerator - Wine coolers or mini refrigerators – Food spoilage – Doors - Door seals and gaskets – Hinges – Glass - Audio/Visual equipment and internet connection components.I do apologize but this is not a covered claim for CHW.  If you feel as though this is incorrect, you are always welcome to have your own technician come and call us with the diagnosis.  Our authorization team will take the information and relate it to our policy and see if it is a covered claim.  Also, I do apologize that the technician advised you falsely that CHW would be offering you a buyout.  Our technicians do not make the decision if a claim is covered or not.  They are to give us the diagnosis and that is the end of their involvement unless it is a covered claim, then they are to fix the issue.  They are not to advise customers of what they “think” should be the outcome. Please accept our apology for any misunderstanding and for any inconvenience that this has caused for you.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because: They called Friday to say they would cover the repair. I called today, Wednesday,  and appliance repair company states no one has authorized the repair from Choice Home warranty. 20 days have passed since I called with this problem and my dishwasher is still not fixed.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Your policy of not taking responsibility for your own technicians is unethical. 
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/useragreement.   A review of the claims shows that it was processed properly. Based on the diagnosis that was provided, the ductwork is falling apart due to lack of support, which isn’t covered in accordance to section Letter D, Number 14 of the policy. Also, the heat kit has failed, as a result of the duct work having holes, and would be considered secondary damages. Section Letter F, Number 19 of the policy indicates that secondary damages are not covered. However, it appears that you were able to speak with a manager when calling in on 1/11/17. At this time, she is working to assist you with resolving the issues by reaching out to the technician and will follow up with you. Please feel free to call the customer service team at CHW 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

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 I do see that CHW has offered you a buy out and is providing you with $350 towards a new unit.  Please review our policy Section F. Limitations of Liability #16 that 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.”We do apologize if any customer service rep was rude to you, this will be addressed with their supervisor and they will be reprimanded and if needed retrained.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Dear [redacted],Per our policy, CHW does not have to match the exact unit that you have.  Per our policy, Section F. Limitations of Liability #9 states that “We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color.” It also states “We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment…”.CHW has offered to provide you with the funds in lieu of repair as stated in Section F. #16 which 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.” As stated in the policy we offered to provide you with the funds.  Since you disagreed with the amount, CHW offered to replace your dishwasher with a unit of our choosing and at our rates. Again, as stated in the policy, the unit does not have to match the one that you have and they both have similar features as yours. The difference is that the one that we have chosen for you is not a whirl pool.  We have provided options for you to choose from, if you would like to accept the offer of cash, we will provide the case for you.  If you would like to accept the offer of the units that we picked, we will set up a day for them to deliver.  CHW is not increasing the offer that we have made to you due to the fact that we are within the guidelines of the policy.Since you do not want to accept the offers and we cannot change the policy; we suggest you use the funds and add the remainder funds to purchase the unit you would like.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/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 shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal 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 normal wear and tear…”In further review of this claim, it shows that we offered you funds in the amount of $750 of goodwill to assist you on this non-covered claim.  You agreed to this settlement.  Please understand that we have settled on a favorable outcome on this non-covered claim, and no further assistance will offered. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I am rejecting this response because:The contractor did NOT say the majority of the roof had to be replaced.  He, in fact, REPAIRED a section of the roof that was approximately 3' x 6' - the roof had a hole in it and he had to remove the shingles, REPAIR the hole by using new wood, then reinstalling most of the existing shingles along with maybe 10 new shingles.  How is this possibly considered REPLACING even part of the roof?  He had to REPAIR the roof by replacing damaged wood and a few damaged shingles.  Under your definition, how would ANY roof repair qualify when there would always be a portion of the shingles, wood, etc. that would have to be replaced. The REPAIR and cost are far less than a new or replacement roof would have been.  Please honor your warranty.

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.  
However, I will not consider this issue closed until I receive the refund check in full.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
When purchasing this warranty I was told I had the total plan not the basic one . The total plane suppositly ccovered everything.Just go to their [redacted] page called chw ripoff there are 1000s not 100s of people with the same complaint .Revdex.com you really need to take- a closer look at there scams please help the consumor . Thank you 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
How are we supposed to know if anything was wrong with our unit? I am not an ac technician. I would like to know how do you know there was a pre-existing problem with the unit if it was not checked prior to our warranty. How do you know that the unit just did not happen to fail? So if any of my appliances fail your company can always say it was a unknown condition. Your supervisor also stated that he had spoken to one of your ac technicians and said it would take years for that problem to occur. Well I talked to many ac technicians asking about this problem and what there answer were the problem can happen at any moment anytime 
Regards,
[redacted]

There have been a number of claims that have been paid out on behalf of this policy. Please see a list of claims below: claim # Date   Comment     Authorization Amount   [redacted] 07/15/16   Garage Door Ope       [redacted] 07/14/16   Air Conditionin     $0.00 $107.50   [redacted] 06/27/16   Electrical Syst       [redacted] 05/26/16   Air Conditionin     $325.00   [redacted] 03/16/16   Limited Roof Le       [redacted] 10/28/15   Air Conditionin       [redacted] 10/12/15   Air Conditionin     $55.00   [redacted] 07/05/15   Air Conditionin     $50.00   [redacted] 06/26/15   Air Conditionin       [redacted] 12/13/14   Washer: Drum No     $131.99   [redacted] 06/18/14   Garage Door Ope     $55.00   [redacted]
05/06/14   Air Conditionin     $50.00   [redacted] 09/14/13   Plumbing System     $125.00   [redacted] 08/08/13   Air Condtioning       [redacted] 08/08/13   Air Condtioning     $45.00   [redacted] 08/08/13   Air Condtioning       [redacted] 07/28/13   Dishwasher: The     $55.00   [redacted] 07/27/13   Air Condtioning       [redacted] 04/12/13   Water Heater: L     $55.00   [redacted] 03/29/13   Electrical Syst     $85.00   [redacted] 03/29/13   Washer: The was     $317.09   [redacted] 01/07/13   Dryer: The drye     $116.65   [redacted] 10/23/12   Refrigerator: T     $100.03   [redacted] 09/23/12   Water Heater: T     $105.00   [redacted] 09/23/12   Plumbing System     $159.50   [redacted] 09/13/12   Refrigerator: F     $55.00   [redacted] 07/22/12   Air Condtioning     $55.00   [redacted] 03/31/12   Air Condtioning     $60.00   [redacted] 03/09/12   pool spa: The p     $167.25       Regards, CHW