Bass Services, Inc.

Dear [redacted] and [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 system was out of Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  We strive to provide the best customer experience, therefore we offered to pay $100 towards your leak test.  You accepted this offer. Based on the leak test, it stated that the condensing coils and fins were dirty and clogged up.  This is what caused the unit to lose air flow and restrict the unit.  This failure occurred from a lack of proper routine maintenance.  Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”If you would like to dispute this claim, you can submit your maintenance records to [email protected] for review.  If the review proves that the system was routinely and properly maintained, we would adjust the outcome of the claim accordingly. 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].
We do regret if anyone in our company was rude to you in any way. CHW does not condone that behavior. We do see however that one of our Senior Managers did offer to assist you with this claim however you choose not to and chose to cancel the policy. CHW will investigate the CHW rep that was rude to you with our Quality Control Department Manager.
We do regret your frustration with this claim; however we are in 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,
Andrea [redacted]

Dear [redacted]We regret to hear your frustration.  Based on the claim that you placed, you advised that you home had a tile roof.  Per our policy, Section Letter E, Number 6, CHW only covers shake, shingles, and composition roofs (these are listed under our inclusions).  At...

this time, your roof does not qualify for the “Limited Roof Leak” coverage, therefore, we will remove it from your policy.  There will be no refunds credited as it was added to your policy as a courtesy.  As a goodwill gesture, we have added a onetime free service call fee to your policy that can be used on your next claim. 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: it isn't true. I looked myself and don't find any pest debris or indication of having pests. I have someone else coming to look at it. He also. Tells me it is highly unlikely this is the cause. There are other complaints from consumers listed on [redacted] for anyone to read. They have have service techs that serve on their complaint board. They need to prove to me their findings. I have the pictures. I want to know why the service man did not show this to me or tell me about it when he was here.
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:Its clear that there is no real resolution to the issue.  However, to get this resolved, I will accept the response that was provided.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]

Complaint: [redacted]
I am rejecting this response because:
I discussed the problem with the plumber That CHW sent and he agrees that the problem is the water heater and the rust noted was coming from inside the heater. He said he did contact CHW as well but they are reluctant to cover the claim. I also paid another plumber who confirms the problem. 
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 the claim was processed in accordance to the policy. The diagnosis that was received from the technician indicated that the failures you had were with both coils leaking and being rusted and corroded. This is something that is not covered under the terms of the policy as indicated in section Letter F, Numbers 1 and 8. However, a goodwill gesture payment of $150 was provided to you to assist with the non-covered claim. This was mailed to you.   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: 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 [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

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: at no time was I offered any kind of settlement for the air conditioner of any sort nor did I reject any offer. Also I was told I wasn't getting a new ac because of lack of maintainence  which you all said you determined through a picture. Which the tech said that it wasn't from a lack of maintainence.
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 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

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 AC system was not covered per our policy Section F. Limitations of Liability #12.  It was explained to us that the compressor was found with open windings which continued to trip the breaker.  This develops with an internal failure due to excessive overheating.  When a unit is not properly and routinely serviced by a licensed technician, the unit will overheat and develop failures such as these.Our policy does allow you to provide us with routine maintenance records as it states below:“12. 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 routine 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. In the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request routine maintenance records in reviewing its decision.”If you would like to provide the records of routine maintenance records to us please send them to [email protected] and our authorization department will review them for a more favorable outcome.Please note our policy Section C #3 that states that if you repair or replace the unit without authorization from CHW, we will not provide any type of funding towards the claim.“…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,Choice Home Warranty

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 unit was dirty and the house was significantly dusty.  This failure occurred from a lack of routine maintenance. Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  If you would like to further dispute this claim, you may submit your proper routine maintenance records to [email protected] for review.  If the records prove that the unit was properly and routinely maintained, we would adjust the outcome accordingly.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 http://www.choicehomewarranty.com/user_agreement.php.
Could you please advise us of what claim you are referencing to so we can look into it and assist you? On all but 3 polices we do see that CHW has covered claims for you which were covered per the terms of our policy. However, we would like to know exactly what claim you are referencing to so we are able to assist.
We do look forward to assisting you and hearing back from you as soon as possible.
Regards,
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

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 CHW offered you a goodwill gesture on this claim in the amount of $400 to go towards the repairs.  We did base this off of the amount that the repairs were to cost you per the technician that was out to your home.  His diagnosis stated that the repairs would be $400 plus tax.We do regret that Sara was not able to contact you back right away however we are happy to see that we were able to assist you on this claim.CHW does regret your frustration with this claim however we are in compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],To accept the goodwill gesture of $200.00, please sign the paperwork that was emailed to you by our Consumer Advocates. 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, the first claim that you did place for the door of the dishwasher was covered under a goodwill gesture.  The next claim that you have placed is not covered due to the latch.  Our policy does not cover this type of failure however, please feel free to contact the technician that did the repair and he might be able to assist. We do regret that this claim would not be covered under our policy.CHW