Bass Services, Inc.

The claim was not covered due to age. The advertisement is correct. There are no limitations on the age. The claim was not covered in accordance with the policy section Letter F, Numbers 1 and 8 in which rust and corrosion aren’t covered. The rust and corrosion was visible and would not be covered. CHW can provide you with a free service call fee for the hassles that you have endured, however, the claim has been handled accordingly.   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 policy is outlined for all customers online. We will also send you a hard copy and email copy. If the policy is purchased online, before clicking the final submit button, customers are asked to confirm that they do agree to the policy, which is indicated in the square box above. If you don’t click that you have read and understand the policy, we are not able to proceed with the purchase of the policy. In accordance to section Letter L, Number 4 of the policy, you may cancel the policy but based on your contract date, you will be subjected to the $50 Administrative fee and a will receive a pro rata refund. If you would like to cancel your policy, 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

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 policy, we do see that it has been cancelled and that the claim was not a covered claim.  Per our policy, Section F. Limitations of Liability #12 states that all units must be properly maintained per the manufactures specifications. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Thank you,[redacted]

Dear Ms. [redacted]We do understand your frustration and we are awaiting conformation that the part has been received. Once this has been confirmed a refund in the amount of $360.94 will go back onto your credit card.Please feel free to contact us and receive an update.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 heat exchanger cracked from heavy rust/corrosion.  Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  As a goodwill gesture, we have applied a onetime free service call fee onto your policy. If you would like to cancel your policy, please contact us directly at [redacted] Monday-Friday 9am to 6pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] We regret to hear your frustration. Choice Home Warranty does not condone such unprofessional behavior from our technicians and have taken this matter seriously.  This has been forwarded our Vendor’s Relation Manager who is actively looking into this matter. We have...

appointed a Customer Solutions Specialist to your claim who will follow up with you on this matter. Please note that our policy states in Section Letter F, Number 19, that Choice Home Warranty is not “liable for the negligence or other conduct of the Service Provider” 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].   We regret that you would like to cancel the policy with CHW and our records indicate this has occurred. In accordance with the policy section Letter L, Number 4, 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.   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: this company had only addressed 2 of my 3 complaints what about my AC and again no has contacted by phones as requested to discuss I called this pass Saturday stayed on the phone over an hour just for a customer  service rep to tell me no Supervisor is available on weekends 
Regards,
[redacted]

I am rejecting this response because:I had to prove I had regular maintenance on them it took months of fighting and I was told when I bought all of my policy's for several of my houses that the Ac was covered and you would replace it. That did not happen. You settled with me for 1500.00 out of the 3,900.00 I paid out of pocket. We also called 3 different times trying to get someone out to service it. I had to call around and find a AC company that would come out. Most said they would not work with home warranties.The second house we used your guy and the compressor was DEAD as he called it. He called it in to you and said they do not make that AC anymore and it would have to be changed out because of they type of Freon it used and you can't change one unit without doing the other unit. This is according to your book. It would not be warranty if you mixed and matched units. He spoke with your people and was told it had to be replaced. I said if it's broke than it has to be replaced. So AGAIN you said I have not had it serviced and that it was not covered so again I scanned all my service records and sent them. Then you said you could not read them. Weeks go by and I hear nothing. I call again and you said you didn't get them. I emailed them again and them put them in the mail to you. So you should have several copies of all the service I have had on them. Then after months of arguing with each of your people that answer the phone and put you on hold forever you come back and say it was never approved.  So now that is your newest argument. That the guy never got approval for it. You called him. It was broke. He fixed and you refuse to pay again. I have asked for my 4,000 that I have paid to your company to be reimbursed. The pain and suffering and time spent trying to handle my claims and me paying for them and not getting reimbursed as your company claims is a lie. You defraud people out of there money. Please just give me my money back!!
Regards,

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. Choice Home Warranty would never want you to be upset with the technician that comes to your home nor do we condone any rude behavior.  We will report this to our Vendor Relations Manager who will then speak with the technician about his manner and tone. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. A review of the claim shows that it was processed according to the policy.  You purchased your policy March 11, 2017 which became effective after the 30 day waiting period, April 11, 2017. You placed a claim on April 17, 2017, stating that your unit starting making a noise and the last time it was working properly was April 16, 2017. Based on the diagnosis that we received, it stated that out of the 7lbs of Freon your system can hold, it was missing 4lbs.  This indicates that there is a leak in your system. This Freon leak would not have developed in the life span of your policy. Per our policy, Section Letter F, Number 1, we do not cover “…known or unknown pre-existing conditions…” Our Sr. Claims Specialist advised you about the outcome of the claim, in which you were not satisfied and requested to cancel your policy. Per your request, Choice Home Warranty has cancelled your policy.  Please allow 7-10 days to receive your refund. Regards, CHW

Dear [redacted],
Due to the failure of this unit being cause be an overload and therefore breaking the balancing ring, we are offering to provide you with the funds towards the cost of the part and labor. This is stated in our policy in Section F. Limitations of Liability #9
“We will offer cash payment in the amount of the average cost between parts and labor of the covered repair”
This claim was not covered per Section F. #8 which states misuse and abuse however; we did offer goodwill for you on the first response in the amount of half of the repair and labor.
We are willing to provide you with the cost of the repair in the amount of $275.00
If you accept this offer, please kindly contact us and we will send you a release form since it is a non-covered claim we would have to have a signed release.
If you do not wish to accept this offer, you are more than welcome to have a second opinion at your own cost and provide it to us.
We do regret any frustration that this has caused.
Regards,
CHW

Complaint: [redacted]
I am rejecting this response because:I replied to Choice home warranty asking for funds for the repair of the oven with the proof that I have coverage from an existing company [redacted] for four years. I was happy with that company .Choice offered a better rate,So I purchased an agreement . Now , They are implying that my oven was not working to full capacity during the time of enrolling into their contract agreement. I would have used my old company. Choice offers low introductory agreements and states preexisting problems to avoid the repair( all appliances are new in the beginning )until they are used .Choice offered to return  my contract fee. I wrote a request on my document and had it notarized another fee as they asked .The never offered an additional  one hundred dollars to also help with the repair .My question is  can they take away my constitutional right if one is dissatisfied with a company's service. I will except my $ 375 plus the addition assistance . I am sending a copy of their document that I modified .[redacted]
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 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…”Our Sr. Claims 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, per your request, CHW has dispatched another technician for a second opinion.  You agreed to pay the service call fee.  Please contact [redacted]r at ###-###-#### to schedule your appointment. 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. They have agree to refund my premium less pro rate, apparently the problem may have been my fault as I got frustrated after emailing, calling and sending regular mail, then getting an email contact back but I mis typed the address,  I will likely use them again.
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. Upon review of your claim, we do see that you have been with CHW since 2014 and CHW has assisted you in claims totaling $1352.58.  CHW’s policy does show that this current claim that you placed would not be covered per Section F. #19, we do not cover secondary damages however as a goodwill gesture, we would like to assist you with funds in the amount of $150.00 to go towards the units repair or replacement.  We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy. Regards, CHW

Dear [redacted],
This claim is not covered per the terms of our policy, we understand that you have paid more out of pocket than what we are offering however since the claim does not fall under our terms of the policy, we cannot offer further amount of funds.
We are offering you $300.00 as a goodwill gesture, because the claim is not covered per the terms and conditions. If you chose to accept this offer, we will send you a form to sign and once we have that signed form back, we will send you a check in the amount of $300.00 and cancel the policy.
Please contact us at ###-###-####, if you would like to accept.
Thank you,
CHW

Dear Mr. [redacted]There is an administrative fee of $50.00 if you cancel the policy, due to the fact that you are a monthly customer you are paying month to month and can cancel at any time.  However, since you are monthly, you are not entitled to a refund of any amount regardless if you used the policy or not.  We ask that you review section L. Cancellations.A yearly policy holder pays for the policy in full where as you did not, you used the policy again on a month to month basis and once you cancelled, you were not charged anymore fee's. We did send you a cancellation letter to show that your policy has been cancelled per your request and you no longer have a policy with CHW. You paid $37.50 for 3 months, the first month is deducted at the time that you sign up. The cancellation has been done correctly however as a good faith gesture, we are willing to provide you with a refund back to your credit card for one payment of the $37.50. Please allow 10-15 business days to see this in your statement. 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 [redacted]   Upon review of your claim it appears that your claim was processed in accordance to the policy Section Letter F, Number 15. CHW is not responsible for repairs related to any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty..   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted] [redacted],We regret to hear your frustration.  Please be advised that we received a Chargeback Dispute back on 9/7/2016.  In order for CHW to move forward, please contact your bank or retrieve your bank statement showing that the dispute case was settled and your bank...

returned your funds to CHW.  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 www.choicehomewarranty.com/useragreement.   Upon review of your claim it appears that your claim as handled in accordance to the policy section Letter F, Number 12 which states “We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For 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”.  The compressor on the unit was shorted to the ground and would no longer start. This type of failure is caused by a lack of proper routine maintenance. Initially there was a misdiagnosis indicating that the condenser fan motor needed to be ordered and it was from the initial technician. Once another technician was assigned, the diagnosis was discovered that the compressor was shorted to the ground. CHW values all customers and their time as there was a delay in the technician’s response, it appears that CHW did provide information regarding the utilization of the reimbursement option. On May 17th, you had the opportunity to speak with a supervisor that provided a detailed breakdown of the claim and why it wasn’t covered. At that time you advised that you would seek a second opinion at your own expense. That information has not been received.   Although CHW doesn’t require that customers provide records indicating proper routine maintenance, you are invited to share this information with CHW to demonstrate that the unit has received maintenance in accordance to the manufacturer’s specifications for a review of your non-covered claim. It appears that they are awaiting your documentation that should be sent to [email protected].  If you would like this assistance please call the 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