Bass Services, Inc.

Dear [redacted],Please note that you purchased your policy on June 27, 2017, which became effective on July 27, 2017 (as it states in Section B of Coverage Period “…Coverage starts 30 days after acceptance of application...”).  We regret to hear your frustration, however, it takes time for a compressor to develop a failure – it would not have occurred in 1 day of your existing policy.  As a goodwill gesture, we have applied a onetime free service call fee to your policy. Regards,CHW

Dear [redacted]CHW is provided with a diagnosis, CHW then takes the diagnosis and our inside technician’s provide us the outcome of the claim.  In this claim, the outcome is that the failures that happened were not of normal wear and tear but from a lack of proper routine maintenance. CHW offered to review the maintenance records that you stated you had however we did not receive such records.We are requesting as it states in Section F. Limitations of Liability #12 that you provide us with routine maintenance records and they can be sent to [email protected] for review of the claim.If you do not have the records, we are willing to provide you with a full refund of the paid policy. We have documented the claim to show both options for you.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 unit was not cooling properly, making noise, and leaking water due to a bad evaporator cover assembly.  In addition to that, the ice-maker and auger motor needed to be replaced.Per our policy, Section Letter D, Number 3, CHW does not cover “…- Ice makers, ice crushers, beverage dispensers and their respective equipment - Water lines and valve to ice maker – Leaks of any kind…” Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance. Please note, you are entitled to a second opinion at your own expense; if you choose to get a second opinion please send the detailed invoice/diagnosis to [email protected] for review.  If the diagnosis is different, we would adjust the claim accordingly. 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 believe that the technician that Choice Home Warranty is referring to represents a conflict of interests since he is contracted by them.  I believe that the technician from [redacted] was reporting his honest evaluation of the reason for the failure of the unit when he stated that the leak was 'possibly due to vibration".  If the unit was not maintained properly, why didn't the technician from [redacted] note this when he examined it on the unit and added freon on April 27, 2016?
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I attempted to get a second opinion while the policy was active but was advised that I could not. This is why I canceled the account. I could not rationalize paying for a product that provided poor service from a vendor and customer service experience. I am not surprised by the response from CHW and will ensure that I aware and family members or friends of my experience with them. 
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]   CHW has provided a full refund of the amount that was paid on July 29, 2016 to the card that is currently on file. Please check with your bank to ensure that you are in receipt of this payment.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted] [redacted],CHW is offering the value of the repair for the system per our policy, Section F. #14 which states “ We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost which sometimes maybe less than retail value. To repair or replace any covered system, component or appliance. The cost to repair this unit would have been $468.60, CHW has now offered you $500.  We are willing to increase the amount for you however this is the highest that we are willing to go per the terms.  Our offer is $700 for the claim.  If you would like to accept, please contact us at ###-###-#### and we will authorize the check for you.  Please note that our checks take 30 days for processing.Thank you,CHW

Dear Mr. [redacted],Our records show that this policy is under a different name.  Please have the policy holder contact us with their questions or concerns. 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 first diagnosis we received, it states that the control board failed and needed to be replaced.  We approved this claim and our technician replaced the control board.  You advised us two weeks later that your system was once again having issues.  We resent the claim back to our technician, and advised that he would need to revisit your refrigerator.  We received the second diagnosis which stated that there was a slow leak around the filter dryer which then caused the compressor to fail, making it a secondary failure.  Per our policy Section Letter D, Number 3 we do not cover “…Leaks of any kind…” and Per Section Letter F, Number 19 of the policy, we do not cover failures due to “…secondary damages…”  We strive to provide the best customer experience, if someone is not in agreeance to the outcome of a claim, we welcome our customers to get a second opinion, at their expense, and submit the diagnosis to our authorization department.  In this case you mentioned you got a second opinion, however, we did not receive a diagnosis from your technician. Please have your technician contact our Authorizations Department at ###-###-####, with their diagnosis for further review.  Please note that if you replaced your refrigerator, it was at your discretion as Choice Home Warranty did not approve this claim.  Our policy states in Section Letter C, Number 3, “…We will not reimburse for services performed without prior approval.”We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

As stated in our previous response, you are able to view our policy online at www.choicehomewarranty.com/useragreement, you can also go online to your own coverage by placing the policy number as well as the email address to view.  You were provided 30 days before the coverage began to review your policy and to have all units in proper working order.We do have a check that has been authorized for you and it will be mailed to you as stated.  We do apologize that you are unhappy with the amount that was agreed upon, CHW is in full compliance with our policy.Regards,CHW

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. Should the business continue to call after this time I will reopen or send another complaint. Thank you for your assistance. 
Regards,
[redacted]

Dear Mr. [redacted],
We do understand your frustration however CHW has to follow the terms of our policy and in this situation, this would be considered secondary damages.
Since you disagree with the terms of our policy, we are offering to provide you with a refund of the policy and subtract what we have paid. We are offering to provide you with a refund of $310.00.
If you would like to accept this offer, kindly contact us at ###-###-#### and one of our Managers will send you an agreement to sign in order for our billing department to process the refund to you.
Thank you,
CHW

Dear [redacted] J [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 policy we do see that you purchased your policy on 2/11/16 and you had 30 days prior to the start date of 3/11/16 to make sure that all the units in the home were in proper working order.  On 3/16/16, you placed a claim for your oven and you stated that the last time it worked was on 3/12/16.  CHW did dispatch a technician to your home and upon diagnosis of the unit we were advised that the control board and temperature sensor were not working properly.  Per our policy section A. Coverage #3 states that all units must come into the policy in proper working order.  This being one day into the policy, this unit could not have had the failure within the day you had the policy.     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. Upon review of your claim, it was stated that the units both were leaking and the cause of the leak was due to rust and a lack of proper routine maintenance. Per our policy, Section F. Limitations of Liability #8 and #12 state that CHW does not cover failures that are caused by either.  Even if rust is a normal part of the unit, any failures that are caused by it will not be covered.  In reference to the lack of proper routine maintenance, you are welcome to provide CHW with routine maintenance as specified by the manufacture of the system.  Please send this information over to [email protected] regards to the Freon that was added to the system, CHW did provide the technician with the funds of $170.00 which is their cost, $70 for the 2 pounds that they had advised us that they added.  Please feel free to advise the technician if they are not aware that we have authorized this as a good faith offer since you were not aware that the claim was not covered. 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 same unit was low on free iron this spring which indicates a possible leak, which was not done, just added the necessary free iron. We are now in October and Unit needs free iron again.  I believe at a minimum CHW should perform leak test and repair the leak.  The picture is where something clogged up under the house which an individual repairman unclogged, and has nothing to do with my unit leaking.
Regards,
[redacted]

We are sorry you experiencing this issue, however, this is not coming directly from Choice Home Warranty. In the event your name and email address is in any of our databases, we will ensure our records are updated immediately to remove your name and email address. Kind Regards, CHW

Dear [redacted],We regret to hear your frustration and dissatisfaction with CHW. In a recent review of your policy, we offered $340.00 towards this repair; you accepted this offer. If you would like to move forward and cancel your policy, please contact us directly at ###-###-####...

Monday-Friday 9AM to 6PM EST and speak with a Customer Solutions Specialist. Regards,CHW

Complaint: [redacted]
I am rejecting this response because: I have repeatedly tried to convey to CHW that the diagnosis was INCORRECT! You Sr. Claim Specialist advised me to get a second opinion if I did not agree with your diagnosis. This is exactly what I did and this is how I know that the diagnosis that you came up with was not correct. I asked you to provide me proof from your technician verifying the diagnosis but of course that could not be provided. It has been one excuse after another. The system was NOT "leaking from a factory weld on the condenser."
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 it appears that you claim was approved and a payment was authorized to the technician on $75.00. Service call fees are a part of the policy and should be paid to the technician for the visit. Leak Detection Tests are non-covered in the policy in accordance with section Letter D, Number 4, in which CHW doesn’t cover leak detections tests.   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:  They keep giving same response. Unable to get info from contractor. I now demand a complete refund. This company needs to be shut down so they do not scam others. Each time I call they ad I stated in first complaint, when someone finally answers they put you on hold and nobody responds to the call. 
Regards,
[redacted]

I am rejecting this response because: I never received the so called goodwill check for $250.00. And also have not received my refund for cancellation of my policy. I do not agree that I should have to pay for months of service that I had to cover out of my own pocket and still have to pay the pro rated cost of the plan.   I understand that the $125 cost of plumbing should be deducted but as for the remainder of the $1000.00 I paid in full, should be returned as services not received with the ac unit. Nor the check they promised of the $250.00. Truely the 250.00 is nothing when in reality we are talking about $1000.00.