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 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

Complaint: [redacted]
I did go out and get a second opinion as well as offer the maintenance reports from company who installed and has regularly serviced the unit since it was installed in 1996.  Your escalation manager when told this said it doesn't matter, all that matters is what the technician wrote in the report.  When the normal service company cane out they did not find anything wrong with the unit.  Only a hose that was disconnected and bad batteries in the thermostat.  They reconnected the hose and replaced the batteries.  Only charging the service fee. The company you sent out was lying to me and to you basically, I no uncertain terms said if I didn't buy a service agreement with them the report would not cover the "repairs". If these are the type of companies you recommend then how would anything ever be covered. Since you are the ones who sent them to do the evaluation you are responsible for them trying to rip me off and having to pay another company to come out to fix what amounted to batteries and reconnecting one hose that they suspected was disconnected by your company. 
I am rejecting this response because:
Regards,
[redacted]

[redacted],It was explained to us that there was a vertical crack from the water expansion (tube to ice) inside the pipe, the pipe was uninstalled inside the wall and the wall as near the outside wall. This is considered to be per our policy, an improper installation.  CHW had the technician that came to your home provide us with a verbal diagnosis and it was determined that this was the reason for the failure. This isn’t something that is normal to the unit.We do see that the technician did complete the work without any authorization, per the policy Section C. Coverage # SERVICE CALLS 3. We have the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.Also, per your request, please see Section D. Coverage #8 under the excluded portion it states “ We will pay no more than $500 per contract term for access, diagnosis and repair and/or replacement. “We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.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 processed accordingly. The initial problem with the pool was that there was a problem with the circuit breaker that wasn’t covered under the policy section Letter D, Number 7. This was repaired and there was another issue with the pool with the circulation pump not functioning properly. The diagnosis we received from the technician that there was algae in the water, indicating there was no chlorine in the pool and algae in the filter meaning that the pool pump was overworked. This is a result of lack of proper routine maintenance and under section Letter F, Number 12 of the policy, CHW is not responsible for repairs related to lack of proper routine maintenance. You were informed by CHW however, that you may obtain a second opinion at your expense to have the non-covered claim reviewed. 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

Dear [redacted]We regret to hear your frustration. Based on the diagnosis that we received, it stated that the tank was leaking and needed to be replaced.  Per our policy, Section Letter D., Number 6, CHW does not cover the main, holding or storage tanks.Our Sr. Claims Specialist advised you of the outcome for the claim, in which you were not satisfied.  We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $250.00 towards the replacement. However in recent review of this policy, due to your dissatisfaction, you requested to cancel your policy as of 10/27/17.  Your refund in the amount of $681.95 is currently processing.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 the claim for your refrigerator and it was processed in accordance with the policy section Letter D, Number 3 in which line restrictions are not 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 www.choicehomewarranty.com/useragreement. Upon review of your claim, it does show that it was processed in accordance with the terms and conditions of our policy. The pump on your pool cleaning system has broken and it is unfortunate that we do not cover cleaning equipment is not covered.  Please review Section E. #1. We also do see that you have documented that you purchased an insurance though CHW, please note that our policy in Section A. Coverage states in #3 “  This is not a contract of insurance, residential service, warranty, extended warranty, or implied 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 [redacted].   Our cancellation department is in receipt of your request and will be contacting you shortly.     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]

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. You have placed 5 claims with Choice Home Warranty, in which 4 claims have been approved. A review of the last claim shows that the claim was processed in accordance with the policy. The diagnosis that was provided states that the bathroom sink was improperly installed due to having rubber fitting instead of PVC, which caused the leak and that the sink faucet was leaking.  Section Letter F, Number 11, in the policy states that we are not responsible for failures that are due to improper installations.  Section Letter D, Number 8 of the policy states that we do not cover “faucets.”You state that you had to pay “$60 for them to tell me it wasn’t covered.”  Section Letter C, Number 4 of the policy states “You will pay a $60 trade service call fee (“Service Fee”) per claim …. The Service Fee is for each visit by Our approved Service Provider…”We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

You can call the customer service team at [redacted] They will be happy to assist you with the claim.  Regards,CHW

Complaint: [redacted]
I am rejecting this response because: you prey on those who assume you offer coverage. In the 26 months I used your "service" I paid $1,066 for non-existent coverage. Not that your banter matters since you're not accredited with the Revdex.com. How could you with shady business practices and bogus claims of peace of mind? Your "company" is joke. The only discernible skill your "company" has is weasling out of legitimate claims. I wasn't asking for a new A/C unit (I tried last summer and you weasled out of that too). I was asking for a replacement of a dishwasher. No need to respond to this because I don't do business with weasles anymore. May God have mercy on your souls. 
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 our web site at [redacted].
 Upon review of your claim that you
placed, we see that it was placed 2 days after your policy had started.  You purchased your policy on 10/22/15 and it
began sooner for you since you had prior coverage as stated in the policy. We
do see that on 10/22/15 a copy of your new policy was emailed to you at [redacted] and we also did advise that you
can go online to view the policy as it is there for anyone to view.Per Section L. Cancellations you are
provided with a pro-rated refund of the use of the policy, an administrative
fee and paid claims.  The total refund
for your policy was accurate.Your claim was not a covered claim
as per Section A. Coverage #3 states that all units must come into the policy
in proper working order. We also regret the frustration that
you have had however CHW is in full compliance with our terms and conditions of
our policy.Best regards,CHW

[redacted] We do understand your frustration however CHW is not responsible for the negligence of the technicians. If you have any issues with the technicians you are welcome to contact them.  Per the policy, you are to ensure that all units are properly maintained.  CHW will provide a tech to repair or replace if a claim is covered, we do not provide one to maintain. Thank you, CHW

Dear Mr. [redacted],We do regret any frustration that you had experienced with our company.  We do see that you have cancelled your policy with us and you did receive a refund per the terms.  This unit did not fail due to normal wear and tear, as you stated sometimes units fail prematurely and that is what this did which is not normal.The diagnosis stated that the unit had an excessive amount of oil surrounding the bottom of the compressor and the well where the common start run wires are on the compressor was covered in oil as well.  The compressor overheated causing the compressor to lock up, this is not a normal failure on a unit. We do see that CHW offered before the policy was cancelled $100 as a goodwill gesture that you declined. CHW is in full compliance with the terms of our policy.Regards,CHW

CHW apologizes if the technician provided you with incorrect information. However, tears and rips ductwork are not a result of normal wear and tear. Per the policy, section Letter A, Number 2, CHW is responsible for repairs related to normal wear and tear. As you are a valued customer of CHW, a free service call has been placed on your account to be used for a future claim.   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 the failure of the unit was due to a lack of proper routine maintenance.  The diagnosis stated that the filter was dirty, there was an excessive amount of dirt, debris build-up on the motor and wheel which caused the unit to fail.  Per our policy, Section F. Limitations of Liability #12, CHW does not cover failures that are caused by a lack of routine maintenance.The pictures that we had received show a unit that was neglected and again, we do not cover failures that are due to lack of maintenance. We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

May 3, 2017Dear Sir/Madam,         I am writing today to complain of the poor service I received from your company Choice Home warranty. I was visited by a HVAC technician from a third party provider on May 1, 2017. The technician did arrive late in the afternoon versus the morning appointment time I was given. Although, he was late the service provided was exceptional. I was told by the technician due to my air conditioning system being over 25 years old that the parts were obsolete and the he would recommend my system to be replaced. Despite having to spend the entire weekend on the hottest days this month with my asthmatic child I suffered in silence knowing that on Monday I would have some sort of relief once my system was serviced. I am most annoyed that I wasted an entire day from work and had to use a vacation day to get no resolution for my discomfort. My impression of Choice Home warranty has been tarnished, and I am now concerned about how I can continue doing business with an unethical company. I contacted the customer service department on May 2, 2017 to help me so I thought to resolve my complaint. I was greeted by a customer representative and after verifying my account information she then stated that per Choice Home warranty policy I can only receive a check for $180.00 for an obsolete part and not the replacement of my air conditioning system.  I then asked the representative that in your company policy it states that if the HVAC system cannot be repaired then it will be replaced.At this point, the customer service representative started to become combative and loud saying that this decision is final and no one can or will change it.  I feel as though the company is not addressing the technician’s recommendation. For years I’ve been a great customer always paying my bills on time. The first time the system breaks down and isn’t able to be repaired due to an obsolete part. I am being told we cannot help you in replacing your unrepairable system, but we can only pay for the part which is obsolete. The facts are the system cannot be repaired and even if the part was found that still doesn’t guarantee the system would work. Choice home warranty has come to my home on numerous occasions just to put band aids on my HVAC system. If an item is unable to be repaired then the equivalent cash value of the item should be given or the item should be replaced. That’s part of what the company states so why is my claim being denied for the replacement of my HVAC unit. The company wants to be selective on the words they use from the technician and not acknowledging the recommendation that clearly states a replacement of the HVAC system is needed.  Since the system is obsolete and all major parts required for repairs can never be retrieved.  How is it still possible not to assume any responsibility in the replacement of my HVAC system? Please tell me what I can do to get any sort of compensation for this system? There are two sides to this situation and the company is only addressing the side that benefits them and not the customer. Furthermore, I find an inability with the company to only comply with part of their policy.I trust this is not the way that Choice Home warranty wishes not to conduct business with a valued customer — I  have been with your company for many years and have never encountered such treatment before. I would welcome the opportunity to discuss matters further and to learn of how you propose a resolution to this situation. I look forward to hearing from you.Sincerely,[redacted]                                                                                             May 3, 2017Dear Sir/Madam,         I am writing today to complain of the poor service I received from your company Choice Home warranty. I was visited by a HVAC technician from a third party provider on May 1, 2017. The technician did arrive late in the afternoon versus the morning appointment time I was given. Although, he was late the service provided was exceptional. I was told by the technician due to my air conditioning system being over 25 years old that the parts were obsolete and the he would recommend my system to be replaced. Despite having to spend the entire weekend on the hottest days this month with my asthmatic child I suffered in silence knowing that on Monday I would have some sort of relief once my system was serviced. I am most annoyed that I wasted an entire day from work and had to use a vacation day to get no resolution for my discomfort. My impression of Choice Home warranty has been tarnished, and I am now concerned about how I can continue doing business with an unethical company. I contacted the customer service department on May 2, 2017 to help me so I thought to resolve my complaint. I was greeted by a customer representative and after verifying my account information she then stated that per Choice Home warranty policy I can only receive a check for $180.00 for an obsolete part and not the replacement of my air conditioning system.  I then asked the representative that in your company policy it states that if the HVAC system cannot be repaired then it will be replaced.At this point, the customer service representative started to become combative and loud saying that this decision is final and no one can or will change it.  I feel as though the company is not addressing the technician’s recommendation. For years I’ve been a great customer always paying my bills on time. The first time the system breaks down and isn’t able to be repaired due to an obsolete part. I am being told we cannot help you in replacing your unrepairable system, but we can only pay for the part which is obsolete. The facts are the system cannot be repaired and even if the part was found that still doesn’t guarantee the system would work. Choice home warranty has come to my home on numerous occasions just to put band aids on my HVAC system. If an item is unable to be repaired then the equivalent cash value of the item should be given or the item should be replaced. That’s part of what the company states so why is my claim being denied for the replacement of my HVAC unit. The company wants to be selective on the words they use from the technician and not acknowledging the recommendation that clearly states a replacement of the HVAC system is needed.  Since the system is obsolete and all major parts required for repairs can never be retrieved.  How is it still possible not to assume any responsibility in the replacement of my HVAC system? Please tell me what I can do to get any sort of compensation for this system? There are two sides to this situation and the company is only addressing the side that benefits them and not the customer. Furthermore, I find an inability with the company to only comply with part of their policy.I trust this is not the way that Choice Home warranty wishes not to conduct business with a valued customer — I  have been with your company for many years and have never encountered such treatment before. I would welcome the opportunity to discuss matters further and to learn of how you propose a resolution to this situation. I look forward to hearing from you.[redacted]
[redacted]
[redacted]
[redacted]  Complaint: [redacted]
I am rejecting this response because:
[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 we do see that you disagree with the terms of our policy and since we do not provide coverage for issues that are pre-existing to the policy start date. We expect all units to be in proper working order upon the start date of the policy. This part takes time to fail and our inside technical staff stated that this part could not fail within the amount of time you have had our policy.We are willing to provide you with the full refund of the paid policy however in order for us to do this we would need for you to contact us and we would provide you with a release agreement.  Once you have signed this agreement and send it back to us, we will then provide the payment back to you for the full amount of the policy.We do not want you to feel as though you are stuck with a company that you disagree with the policy therefore we are offering this to you as a resolution.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, we do see that the diagnosis stated that the unit had an issue with the blower motor, the unit itself had a large amount of dirt, and debris and lint build up. Per the policy, Section F. Limitations of Liability #12 states that CHW does not cover repairs that are caused by a lack of proper routine maintenance. The unit that you have is a TRANE and the recommendations from the manufacture are that you have a licensed technician come to your home at least once a year to properly maintain and clean the areas which a person could not do. He stated that the unit itself was in fair condition however the failures that the unit had could have been prevented if there had been routine maintenance.
We do see that you chose to cancel the policy you had with CHW; we also see that CHW has helped with previous claims for this policy in the amount of $555.00. We do regret that this claim was not covered however CHW is in full compliance with the terms and conditions of our policy.
Regards,
CHW