Bass Services, Inc.

[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]

, CHW dispatched a technician because we are not technicians and do not know what the issue actually was.  Once we found out that the tank itself was leaking, we advised you that it was not covered per our policy.  We also offered you a onetime free service call fee as a goodwill gesture to refund you for the service call that you had to pay for with the water heater claim.CHW is not scamming you as you stated and if you feel this way, we would be happy to provide you with a pro-rated refund as we would not want a customer that would think that we are a scamming company.I have documented you policy to show that I have advised you of our Cancellation policy, please see Section L. Cancellations and if you would like to cancel, we will do so.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 claims that are referenced shows that the claims were handled in accordance to the policy. The diagnosis that was received related to the water heater is that the water is leaking from the tank. Section Letter D, Number 6 of the policy indicates that CHW is not responsible for repairs related to main, storage or holding tanks. There was another claim that was placed for the plumbing system in which there was a leak in the bedroom wall. Section Letter F, Number 2 of the policy states, “We are not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessible”. The actual leak itself was covered. Please accept the apologies of CHW if you were led to believe that the water heater would be replaced on the website. The policy has this outlined. A direct link to the policy is included above and has been mailed previously upon purchasing of the policy. Please call the CHW customer service team directly if you have any questions 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:
Today I received another spam email from Choice Home Warranty. I would very much like to continue pursuing my original complaint.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The routine maintenance has been done by a certified technician and I have invoices for that. The technician you sent after the initial diagnosis called back to rectify it and report mechanical failure and he didn't reported lack of maintenance on that piece. I spent 455$ to replace the piece + 45$ for the service call. The denial of coverage was not made in good faith. I had a second opinion at my expenses and the technician reported a mechanical failure not related to lack of maintenance since no maintenance can be done on the specific piece. I want proof of the manufacturer's e-mail stating that the mechanical failure was by lack of maintenance (a thing I'm sure you do not have), and I want a full refund for 455$ you should have paid. I have all invoices, I'm in good faith, the only thing you provided so far is the information about an e-mail received that you are not allowed to disclose. 
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration.  While rust/corrosion occurs from normal wear and tear it is, however, a part of our exclusions. The pictures we received shows that coil was heavily corroded – the outcome of this claim remains uncovered.  As a goodwill gesture, we have placed a onetime free service call fee onto your policy; this can be used on your next claim. Regards,CHW

Claim [redacted] was placed on 5/3/16 and was processed in accordance to section Letter D, Number 8 of the policy that indicates stoppages and clogs in drain and sewer lines that cannot be cleared by cable or due to roots, collapsed, broken, or damaged lines outside the confines of the main foundation (even if within 100 feet of access point) – Access to drain or sewer lines from vent or removal of water closets - Cost to locate, access or install ground level clean out – Slab leaks - Polybutylene or Quest piping – Galvanized drain lines - Hose Bibs - Drum traps - Flange- Collapse of or damage to water, drain, gas, waste or vent lines caused by freezing, settlement and/or roots – Faucets, fixtures, cartridges, shower heads & shower arms - Baskets and strainers - Popup assemblies - Bathtubs and showers - Cracked porcelain - Glass - Shower enclosures and base pans – Roman tubs - Bath tub drain mechanisms - Sinks - Toilet lids and seats - Cabling or grouting - Whirlpool jets - Whirlpool control panel - Septic tanks - Sewage ejector pumps - Water softeners - Pressure regulators - Inadequate or excessive water pressure - Flow restrictions in fresh water lines caused by rust, corrosion or chemical deposits - Holding or storage tanks - Saunas and/or steam rooms. NOTE: We will provide access to plumbing systems through unobstructed walls, ceilings or floors, only, and will return the access opening to rough finish condition. The documentation received by you was an invoice indicating that the technician electrically snaked and high velocity jetted storm drain which is not covered. CHW only covers snaking through an accessible ground level cleanout. This decision was reached by the information that was sent in. Your email requesting an arbitration on the claim was submitted on 6/22/16 and on 6/29/16 an email was sent directly from the Dispute department to the email on file.   On 4/11/16 claim [redacted] was placed regarding a plumbing stoppage. This was from the septic tank or sump pump as indicated on the invoice that you provided to CHW. You do not have coverage for either of these on your policy as they are optional services. Additionally, this work was performed by a technician that you selected. CHW does provide reimbursement services, however, prior authorization is required. This will assist with ensuring that your claim is covered and this is noted in the policy of Section Letter C, Number 3 in which it is stated that CHW will not reimburse for services performed without prior authorization. An email outlining this information was sent to the email address on file on 6/21/16. There was another email sent on 7/11/16 indicating that both Sump Pump and Septic Tank coverages are optional and you do not have those coverages. Please check your spam as information was sent as requested to the email address on file. The information sent was emails outlining the reasons the claims were not covered as well as the email from the Dispute department regarding the mediation request.  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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy that began on 8/29/15, we see that you placed a claim on 9/10/15 for the plumbing.  The technician advised us that the flange on the toilet was leaking and the closet flange bolts are loose.  The tech pulled the toilet and found that the wax ring was rotted and brittle.  This compromised the integrity of the tin.Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover failures that are due to rust or corrosion.  It also states in Section D. Coverage #8 under excluded “…flange…”. Lastly, per our policy, Section A. Coverage #3 states that all items in the home have to be in proper working order on the start date of the policy.  This failure takes a long time to happen and although you may not have noticed it, per Section F. #1 it is considered to be a known or unknown pre-existing issue to the policy’s start date.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.  We do regret your frustration and we do look forward to helping with your home appliances in the future.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:
You offered me $100, which I have yet to see. The lady who called said she would wire it to me but I never gave her my account numbers. Just curious why I haven't received this money. I still disagree with the way this is handled and will never promote your company to anyone that is looking. 
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration and dissatisfaction with CHW. Please note that you were only entitled to a pro-rated refund, as it states in your policy.  Please see our policy 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 manufacturer. This is not acontract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paidcontract fees, less a $50 administrative fee.This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrativefee.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]   CHW values all customers and are sorry to see that you have chosen to cancel your policy. Your policy will be cancelled in accordance with the policy section Letter L, Number 4 which states, “If canceled after 30 days, you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by us”. Please feel free to call the CHW 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

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]  Per our policy CHW does not cover non-ducted wall unit as stated in Section D. Coverage #4 AIR CONDITIONING/COOLER Exclusions-non-duct systems.  We do see that you had disagreed with this information that was provided to us by the technician.  If you would like to have your own technician come and provide us with a diagnosis, we would be happy to review the claim again.  As for now, we cannot provide coverage for this claim due to the diagnosis that was provided.  You state that you have ad 3 technicians look at the unit, we would be happy to take any of their diagnosis to review.Lastly, we do thank you for trying to reach out to [redacted]. before filing the complaint, per our policy we do ask that you allow 30 days for a dispute of a claim. All claims are handled in the order that they are received.We regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy. Best regards,[redacted].CHW

Upon review of your policy, I do see that CHW has covered all the claims that you had submitted but we are not able to cover the AC unit claim due to the fact that the units failures are not covered under our policy.  As a good will gesture we would like to add an extra month of coverage to your policy for you.  We do value you as a customer and hope that you accept our offer.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 most recent diagnosis that we received, it stated that compressor failed due the result of a bad relay.  The damaged relay caused extra strain on the compressor which led to its failure. Per our policy, Section Letter F, Number 19, CHW is not liable for “…secondary damages…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel your policy, due to your dissatisfaction. Per your request, your policy has been cancelled as of May 25, 2017.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].   Please accept the apologies of CHW in the delay. CHW works to ensure there are qualified technicians that can perform the diagnosis for all customers. You were offered the reimbursement option to assist with this. You will be reimbursed at the CHW rates, the technician will need to call in to seek prior approval before performing the work. This is an option that is offered to provide great customer service for the rare instances where a technician can’t be dispatched quickly. The team continues to work to find a technician that will meet your needs. The notes indicate that you are aware of the reimbursement option and may choose that. Please call the CHW customer service team if there are any questions at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],In a recent review of this claim, it shows that the technician from [redacted] came to your home and made the repair on 10/7/2017 – we are glad to see that this case has been settled. Please be advised that if you would like to further dispute the damages to your rug, you can contact the technician who initially made the repair directly at:  [redacted] [redacted] ###-###-####.  Per our policy, Section Letter F, Number 19, CHW is “… not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance...”Please note that your policy is currently “past due.”  In order to continue placing claims, please contact us at your earliest convenience, to submit your payment.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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claims, we see that your policy began with CHW on 1/9/16 and you placed your claim on 1/20/16.  Within this short time of having your policy, the washing machine had an issue with the hose bib.  Per our policy, Section D. Number 8 Plumbing, the hose bib is an excluded portion of the policy.  Also, all units must come into the policy in proper working order as per Section A. Coverage #3.We do see that even though this was an exclusion to the policy we did offer to assist you with a goodwill gesture of $100 towards this claim.  Unfortunately, per our policy since this was a non-covered claim, CHW is not responsible to assist nor cover the claim.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best 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 for your Oven, we have reached out to our authorizations team to find out how to assist.  The oven itself was very old, in poor condition however we are willing to assist but we do need to review this again with our authorization team.You will hear back from CHW in reference to this claim shortly.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]   Please accept the apologies of CHW for any miscommunication or confusion that has occurred. Records indicate that you currently have a one year agreement. A credit in the amount of $375 was placed to the card on file on 8/18/16. Additionally, CHW had been billed for the completion of electrical work that was done. We have since contacted the technician who has advised that there is an appointment pending to complete the work. If you have any questions, please call our customer service team at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted]We do understand your frustration however CHW cannot provide any type of approval for a claim that was completed without our authorization.  The reimbursement form that you were provided with does show that you would have to have your technician contact us prior to the repair or replacement of the item and receive an authorization number.Our policy does not cover the failures of the tanks therefore we would not provide the funds towards one however, we did provide you with the remainder of the service call fee that you paid for the claim.If you would like to accept our offer for a goodwill gesture, we are willing to offer you $200.00 towards this claim.Kindly contact us and if accepted, we will send you a form for you to sign.  Please contact ###-###-####.Thank you,CHW