Bass Services, Inc.

[redacted]CHW does not reimburse for the service call fee if the claim is not covered per our policy however as a goodwill gesture, we will offer you $100 towards this claim.If you accept this offer, kindly contact us at ###-###-#### and we will provide you with the form to sign, once we receive it back the authorization will be placed for the funds.Thank you,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]

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 system was low on 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 as a goodwill gesture, we offered to cover the leak test in the amount of $400.00.  You accepted this offer. Based on the leak test results and pictures we received, it stated that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.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…”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 was handled in accordance with the terms of the policy. Upon review of your claim it appears that in accordance with the policy section Letter D, number 4, Thermal expansion valves are not covered. The policy is referred to above, can be located on our website, was emailed to you on March 29, 2016 and we will be happy to send it to you again.We also provide our customers with 30 days to review the policy and ensure that all is in working order prior to the start of the 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] We am sorry we weren't able to meet your needs. It appears that we did attempt to reassign the claim to get someone there. You chose to utilize the reimbursement option that we offer to our customers.We have also requested that a manager call you regarding your request for cancellation.  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

The policy that you purchased is on our website that anyone can view also you could have cancelled the policy for a full refund before the start date of the policy.  If a unit is under manufacture warranty, per our policy that is something that we do not cover.  Your manufacture warranty supersedes ours.Please see Section F. Limitations of Liability 15. We are not responsible for 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.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]Upon review of your claim, we do see that you placed a claim with us last year for your AC unit but this was not a maintenance as CHW does not provide maintenance for our customers.  We see that you placed a claim for your heating system and it was not covered due to a lack of proper routine maintenance.  Per our policy, Section F. Limitations of Liability #12 states that customers must have proper routine maintenance done on their units as specified by the manufacture specifications.  Our company provides repairs if needed to the covered items in our policy therefore the claim you placed is not a maintenance claim it was a repair.We do regret your frustration, we do however urge customers to read the policy before they sign up online as you did, this way you can view the coverage and see what the included items are as well as the excluded.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:  Your employees must not be aware of your process because why would I be told to complete the form and fax it to request a refund. They wanted me to pay $250 for a leak test and I found someone at a lesser price for $85. If this isn't a scam to your customer and your representative is telling you something else. Listen to the phone calls,  you say they are recorded and change your process, inaccurate information given to customers.
Regards,
Sarah [redacted]

Dear Mr. [redacted],We do apologize for the mix-up, please note that a release agreement was sent to you for the full amount that you have paid for the policy to date which is $437.50.Kindly review your email and send us back the proper document to one of the Customer Advocates that are listed in the email that was sent today the 5th of April.Thank you,CHW

Dear Mrs. [redacted]We do apologize for the inconvenience this may have caused you.  We have contacted our IT department to remove your information from our do not call or email list.  Please allow one week your information to process. If you continue to receive solicitations,...

please forward the email to us at [email protected], so we could revisit the issue. 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 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

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 [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 [redacted]. Upon review of your policy, we do see that your policy began with CHW on August 8th, you placed the claim for the well pump on 8/21/16. Per our authorization department it was stated that this failure takes time to happen and could not happen within the amount of time you have had your policy.  Therefore this would not be a covered claim.We do not cover failures that are pre-existing to the start date of the policy; please see Section A. Coverage #3 as well as Section F. Limitations of Liability #1.We do regret your frustration; however CHW is in full compliance with our policy. Thank you,CHW

Dear Mr. [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 it was processed according to the policy.  Based on the diagnosis we received, it states that the dual cap failed and the terminals on the compressor burned out.  Due to the terminals on the compressor burning out, it caused the contactor to short out, making it a secondary failure.  Section Letter F, Number 19, of the policy states that we do not cover any failures due secondary damages.  This section of the policy also states “…We are not liable for the negligence or other conduct of the Service Provider.”  Please contact the Service Provider at Logicool Air Solutions at ###-###-#### with your concern of their repair.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy. 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 our web site at http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your claim for  your Microwave unit, we do see that we were offering to pay half for the repair as this was non-functioning due to secondary damage.  CHW offered to pay for the part that was the initial failure.  We also see that on top of the portion that we had agreed to pay, we had offered you a goodwill gesture of $200 that you did refuse and insisted on cancelling your policy.  Since your policy had been opened for more than a month and you did have the first 30 days prior to the start date to review the policy we were able to refund you as per our policy, a pro-rated refund that you did receive.You also did request a written letter of denial and it was provided to you on 8/17/15.  It does state: Dear Patricia Moore,Thank you for choosing Choice Home Warranty to be part of protecting your home from unexpected covered repairs. We appreciate your business.With reference to claim # [redacted] for your Microwave, after careful review of the diagnosis, we have determined that the claim does not fall under the terms and conditions as a covered repair. Therefore, we regret to inform you that we are unable to provide an authorization for the following reason:Please refer to your home service agreement Section Letter F, Number 19. CHW is not responsible for repairs related secondary damage.We do regret any frustration with this claim or for any other claims that you may have had. CHW is in full compliance with our policy.  We also regret that you had chosen to cancel your policy; we did all that we could do for you in accordance with the policy to assist you with this claim.  Again, please refer to Section F. Limitations of Liability #19 to see the exclusion for secondary damage and also Please see Section L. Cancellation for the process of your refund.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

[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 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