Bass Services, Inc.

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 to the policy and not covered due to lack of proper routine maintenance as outlined in section Letter F, Number 12 in the policy. It is stated 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 documents that were sent to CHW doesn’t show proper routine maintenance was performed on the unit.   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

CHW claiming that the tech who was assigned to fix the unit, stated that the fault was due to lack of maitenance and that's a FALSE statement (CHW) keep changing about who told them that!!I called that tech and he confirmed that he did not say that and what he told CHW that the unit failure was due to age! When I called (many times) CHW, I requested to put him on the line in 3 way call to set the records, straight but they declined!!The leaking part is a coil and if you ask anyone in this industry (A/C) will tell you that NO maintenance method will prevent this leak from happening and I'm qualified and talking from experience because I have a Bachelor degree in mechanical engineering and I worked in many Air conditioning projects!The bottom line is that CHW is just pushing the point that I don't have a maintenance record just to escape their responsibility of fixing the unit and that's totally unacceptable. They should honor their end of the bargain as I do!

Complaint: [redacted]
I am rejecting this response because:The technician was assigned by the CHW, not me. Actually I called him many times but he didn't response at all. I didn't pay for the technician but the CHW. There is no reason for me to deal with him.The fire is actually electrical sparking, it didn't burn anything. I sent a picture to the technician, it clearly shows the sparking made by him. Otherwise there is no sign of fire.When I called CHW, the air conditioner is not working, that's it. That is it. There is nothing against the policy.
Regards,
[redacted]

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 [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].
We do see that there was a claim placed for a claim was placed for both of your AC Systems, and they had failed due to a leak that was caused by rust and corrosion. Please review the policy Section F. Limitations of Liability #1 that states that CHW does not cover any failures that are caused by rust or corrosion.
As per the cancellation of your policy, please see Section L. Cancellations. It does state that you would receive a pro-rated refund. You would be charged for the months that you had used as well as the claims that CHW paid for this policy (paid claims are $442.84. There is an administrative fee of $50 as well.
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 we do see that CHW has not covered this claim due to a lack of proper routine maintenance.  If you disagree with the outcome of this claim, you are more than welcome to provide us with a second opinion and have your technician contact us at ###-###-####.  If you do not have a second opinion, please provide us with routine maintenance records as specified by the manufacture.  Please see Section F. Limitations of Liability #12.The claim prior to this one, we did cover due to the fact that the repairs were covered.  CHW does not provide any information about your maintenance and we do not assist or repair with units that fail due to maintenance.  If the unit had a failure that we were able to fix, we do so or we would replace it.  The failure that you had prior to this one was covered not due to CHW being “nice”, it was covered per our policy and our technicians are not instructed to provide advice to customers’ in reference to maintenance unless they are their main maintenance company. 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].   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

[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],We regret to hear your frustration. Please note that you are entitled to a second opinion at your own expense.  If you choose to get a second opinion, please submit the paid invoice to [email protected] for review. If the diagnosis is different, we would adjust the outcome of the claim accordingly.  We strive to provide the best customer experience therefore as a goodwill gesture, we have applied a onetime free SCF onto your 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 was handled properly. You reached out to CHW to inform them that there was a crack that had been placed in your cooktop. CHW advised that you will need to contact the technician directly regarding the crack.  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”. The claim for the cooktop was not covered based on lack of proper routine maintenance.   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 is a canned response everyone gets. I've called air cond places and they say the level of maintenance as described in their response is way and above normal maintenance practices. If I were to employ someone to do as described it would be well over 150 dollars to perform. I've been told there is NO way to clean a coil without removing it. That a cost no one would bear. If that it a requirement for the policy to be in force then it is a Catch 22 that no one will ever be able to collect on. I can present my maintenance records for the work I performed but only feel it will not be accepted. Too many negatives about this company. Word of mouth the best advertising. I will not be renewing unless this resolved beyond the typical response given here. 
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]   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

[redacted],We do regret your frustration and we will document the claim for our Quality Control Manager to review.  We do not want any of our customers to feel unappreciated with our company.We look forward to assisting you with your next claim.Thank you,CHW

Dear [redacted]We regret to hear your frustration and dissatisfaction with CHW. Please be advised that [redacted] was dispatched and an appointment has been set at October 27, 2017 between 3pm and 8pm EST.  You advised our Sr. Claims Specialist that you were not...

happy with the technician who was assigned to you.  Please note, that our Reimbursement Process is an incentive to our customers, if they choose to use their own technician.  If you prefer to use your own technician, the process is as follows:• We reimburse at OUR rates if the claim is a covered failure• You must pay the technician up front, in addition to the SCF• Your technician MUST call authorizations prior to doing any work to complete the repair for approval• Authorization Hours are as follows: Mon-Fri 8AM-7PM; Saturday and Sunday 9-5:30PM EST.• It takes 2 days to process the reimbursement upon receipt of form• It takes 30 days to process the check FOR COVERED CLAIMSWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted],CHW does not cover failures that are caused by an improper installation or an improper repair. Since you clearly disagree with the outcome of this claim, you are more than welcome to provide us with a second opinion. Please have the technician contact us at ###-###-#### and we will be happy to review the new information. Thank you,CHW

[redacted]We do regret your frustration however CHW does not cover failures that are a result of rust or corrosion.  The leak test that was done showed that there was a leak and it was caused by rust or corrosion which is something that CHW does not cover per Section F. Limitations of Liability #1.Again, we do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

Complaint:...

[redacted]
I am rejecting this response because: You have subcontracted the third party marketing companies that are distributing spam under spoofed email address. They would not send me the advertisements branded with your company if they would not be compensated by you or your affiliates.  Please we ensure that these sub-contractors remove my name from their databases and stop spamming me. 
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.  I never truly expected them to do anything else and have already gotten a new dishwasher though another vendor. I just wanted someone else to know of their crooked practices.
Regards,
[redacted]

[redacted] ,We do understand the reasoning behind your answer however the answer that you provided to us and the reasoning is exactly what pre-exiting issues are.  You turned the unit on for the first time in May, you did not check the unit prior to signing up with the company.  Our policy states that all units must enter the policy in proper working order.  CHW does not require an inspection because we trust our customers to enter the policy without any known or unknown pre-existing conditions as stated in Section F. Limitations of Liability #1.Had you had the unit checked prior to the purchase date, you would have been informed that the unit needed to be repaired prior to signing up with us.We do regret your frustration and as we stated in our prior response, we are willing to provide you back with a full refund of the policy.  If you would like to accept this offer of the full refund, please contact our customer service department.Thank you,CHW