Bass Services, Inc.

[redacted], We understand that you are highly upset with this outcome, you did reject our offer of $300 and therefore we would like to offer to provide a settled claim.  We are requesting that a senior manager contact you and provide you with an agreement that we do believe you will be satisfied with. 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 shows that you placed a claim for your water heater and CHW provided you with a goodwill gesture of $500 towards the repair for the unit.  Per our policy, the actual tank is not something that is covered.If you would like to cancel your policy with CHW you can do so however the goodwill gesture that was provided to you will not be sent.  You would have to follow the policy guidelines of Section L. Cancellations and speak with our cancellation team.  Please feel free to contact us and we will provide you with a pro-rated refund of the policy per the terms.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]   The claim that was placed on 9/9/16 is a non-covered claim in accordance with the policy section Letter D, Number 8 which indicates that fixtures and faucets are not covered. The diagnosis that was received from the technician was that hand held sprayer hose is not working on the Delta fixture. Please accept the apologies of CHW if you feel as though the technician didn’t meet your needs. Section Letter F, Number 19 of the policy states, “You agree that we are not liable for the negligence or other conduct of the Service Provider, nor are we an insurer of Service Provider’s performance. You also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages”. CHW uses qualified technicians to diagnose the problems experienced by customers. At this time, as a valued customer, CHW has provided you with one free service call that has been added to your account. Please call the 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

[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]

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

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 the claim has been processed according to the policy.  The unit had a refrigerant leak due to a buildup of rust and corrosion. Section Letter F, Number 1 of the policy indicates that 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

Complaint: [redacted]
I am rejecting this response because: I would like to see the invoice please. As I am 100% sure that the technician never came on March 14th. If it would have been completed then why would I keep calling extreme appliances. And please explain why in the world I was keep getting a response from extreme appliance for 3 weeks that they have ordered a part. They never told me to clean the burner. why they did not tell me at the first place to clean the burner. for straight 3 weeks they kept me with their false statements that they have ordered a part. Please send some one to have a look if it has been done or not. 
Regards,
[redacted]

Dear John [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 with the delay of the check that you agreed to. Your information has been escalated and a check will be sent to you for the amount due in accordance to the agreed upon amount of the buyout of the washing machine. Please allow 30 days to receive the funds. If you have any questions, 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

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 the delay in the handling of your claim. The claim was placed online on 12/10/16 at 10:45am. The claim was assigned to Engineered Climate Solutions on the same day. An automated voice message and email were sent to provide you with the contact information to reach them in order to determine a mutually agreed upon time for them to come to diagnose the problem. Their telephone number is ###-###-####. Please call them or reach out to CHW customer service team directly if they aren’t able to accommodate you 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 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]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],                          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 shows that it was processed properly. The parts that are needed to fix the dishwasher unit are no longer available. As indicated in the policy, Section Letter F, Number 9, “…If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair….”. CHW doesn’t pay for a new unit, however, a payment in the average costs between parts and labor. This is why you were offered the $300 to assist with the purchase. As you have stated also, the policy indicates that, “…we are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color…”. The rates that you are provided are those of CHW which is the contractual agreement. If you would like to have the $300, please call the customer service team at CHW 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 claim it appears that it was processed in accordance with the terms of the policy, section Letter D, Number 8 which states, that faucets, fixtures, cartridges, shower heads & shower arms are not covered under the terms of the policy. Based on the diagnosis that was submitted by the customers technician which is indicated on the invoice that was sent in to CHW the issue was with the faucets and cartridges. The invoice indicates “lav faucets no pressure due to Kohler cartridges” and “found left hand and right hand master bath faucets with very low water pressure due to restrictions of cartridges”. Based on the invoice sent in, this is not a covered claim. Additionally, section Letter C, Number 3 states that repairs that are completed without prior approval are not covered, however, this is not considered in this claim based on the diagnosis. The claim is one that wouldn’t be covered.   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].
Upon review of your claim, it shows that the failure of the unit was due to an improper installation, although this is not something that is covered under our policy we have authorized the technician to assist with the repairs.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Complaint: [redacted]
I am rejecting this response because:  Thank you for your response, however I’m at a loss to understand how it is that you offer me $250.00 along with a onetime free service call ($45.00) when my outlay has been over $13,000.00.  When I purchased my CHW contract I was assured that my air con would be covered, giving me peace of mind.  I was assured that I would not pay for repairs or replacement of other items in my home, that CHW would either repair or replace them as follows.  Clothes dryer, clothes washer, kitchen refrigeration, air conditioning/cooler, heating system , water heater, electrical system, plumbing system/stoppage, built in microwave, over/range/cooktop, dishwasher, garbage disposal, ceiling and exhaust fans, duckwork, garage door opener, I purchased optional coverage for pool. Along with excluded items listed.  I feel the sales pitch was deceptive on the part of CHW.  As you know age is one of the most important factors with air conditioners and my air con was in working condition when I purchased my CHW contract.   I spend a very long time with the sales person who actually made me feel so secure that I purchased a long term contract with the ability to renew at the same cost.  I feel that I should have been advised that CHW would not cover “rust or corrosion” that CHW would not replace or repair my air con.  I have read and reread my contract that you sent me and no where do I see the words “rust or corrosion”.  I want to make it clear, our service person (original installer) tried to explain to your phone service that the air con had not stopped working due to rust and corrosion, there was a freon leak which was not maintenance related. I feel that CHW has misled me and took advantage of me (age and disability) in assuring me, giving me peace of mind on the coverage my home.  I do not feel that it is in my best interest to accept your offer of $250.00 and one free service call.  I feel that CHW should at least attempt to make a reasonable offer based on the fact that the sales person was misleading or unwilling to explain the actual coverage CHW offered, in fact I was reassured that CHW would repair or replace my items.   I request that CHW kindly reconsider meeting me half way by presenting a more reasonable offer.  Sincerely, [redacted] 
Regards,
[redacted]

I have to say that I don’t have any document of service because out of this two years which I bought this house I lived here only less then a year. I work overseas in Afghanistan. They are just looking for excuses on how to rob people and cheat them. I leave this in GODs hand for them taking people’s money and then come up with stuff like why I don’t have any service records. When they take people money they don’t come out to check what they are insuring, because they know they are going to find something to reject people and they can’t do anything about it.

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]

Complaint: [redacted]
I am rejecting this response because:
We were not told that we had a leak in January.  We were not told there was a leak until 6/2016. Please explain to me how you can infer that the leak was before April 8, 2016. Units get low on freon from time to time. This does NOT necessarily mean there is a leak. We were told the failure is due to the age of the unit. We are requesting a full refund of the 400.00 and we will choose a much better company to go with. We were told that Choice Home Warranty has never been know to answer to their warranties by the company who Choice Home Warranty sent out to look at the unit. We are not asking for a replacement, we just want our hard earned 400.00 dollars back or we will be seeking a lawyer. 
Regards,
[redacted]

[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]

Dear [redacted] Once again we apologize for the inconvenience this may have caused you.  As previously advised by our Sr. Claims Specialist, we have applied a onetime free service call fee onto your policy.  This can be used on your next claim. Regards,CHW