Bass Services, Inc.

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 policy that began on 8/1/15, the claim that you placed on 8/10/15 could not be covered due to the fact that the unit did not come into the policy in proper working order as it is stated it should in Section A. Coverage #3 of our policy, Please see below:Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.You have chosen to cancel the policy with CHW.  We are not able to provide coverage or have a unit fixed if the policy is not active and if it goes against our terms of the polcy as this one does.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

[redacted]After speaking with the technician that was at your home, he stated there are two different systems, one is a cleaning pop up pump and other one for the water.  This one that is not working is for the cleaning and per our policy we do not cover maintenance which is what this is for.We do regret your frustration however CHW is in compliance with the terms and conditions of our policy.As a good faith offer, we are willing to provide you with a onetime free service call fee.If you would like to accept, kindly contact us at ###-###-####.Thank you,CHW

Dear [redacted]We regret to hear your frustration and dissatisfaction with CHW. Please be advised that you created two policies online: one for a monthly fee of $42.92 and the other was an annual policy at $485.00.  Therefore, the authorizations were given by you.  CHW would not...

be responsible for your bank fees. Due to the confusion, you requested that the policies be cancelled and receive a full refund.  We have cancelled your policies and are currently processing your full refund in the amount of $42.92 and $485.00.If you have any further questions or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.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 payment of $150 was processed and mailed to you. We ask when processing reimbursements that we are allowed 30 business days for this. Your payment accepted on June 24, 2016.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],Please understand that these funds were paid to CHW.If you would like to further dispute the service call fee that was paid to the technician, please contact the technician [redacted] at ###-###-####.  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 blower wheel fan blade came off and tore the other up, this destroyed the motor. The failure of the wheel is not a normal wear and tear and would be considered a lack of proper routine maintenance. Per our policy, Section F. Limitations of Liability #12 states that CHW does not cover failures that are a lack of proper routine maintenance. If you feel that this is not an accurate outcome, please provide our authorizations with your maintenance records for review. Please send them to [redacted].
We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.
Sincerely,
CHW

Dear [redacted]The claim that you submitted was pre-existing to the policy start date this means, that the failure that you had on your unit could not have happened within the amount of time that the policy was in effect. CHW offered to provide you with a full refund as a goodwill gesture and that this would mean that you were satisfied with this as a resolution to your claim since our policy could not cover the failure, per the terms.  We sent you the form to sign and you changed the standard legal document to your own personal document in which we did not accept. Per our policy, anyone that chooses to cancel the policy has to follow Section L. Cancellations and they are then charged a $50 administrative fee as well as a pro-rated refund.  .CHW was not asking you to give up your rights to speak; we were asking if this was to resolve the issue, then we ask that you not slander our name.  This is request was declined by you and we did leave the policy alone.  We have not cancelled the policy and once you are ready to cancel you may do so using the terms and conditions set forth in the policy.   Please note that as of today, April 25th, if you should cancel the policy with us, your refund would be $33.31. CHW is still willing to offer you a full refund of the policy however; we would have to have the signed release agreement. Thank you,CHW

Marielle Hagman,Thank you for your feedback, we are glad that you brought this to our attention.  Per our conversation, your claim will be covered for the CAP of the policy in the amount of $500.00.  We have reached out to the tech and he will contact you shortly. Please feel free to...

contact us with any issues you may have at ###-###-####. Thank you,Tracy M.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 the claim was handled properly. Section Letter F, Number 12 of the policy 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”. Customers are responsible for maintaining the unit. When the technician returned, CHW received a diagnosis that there was rust and a cracked heat exchanger. Section Letter F, Numbers 1 and 8 indicate that CHW is not responsible for repairs related to rust and corrosion. The invoices received by the customer indicate that maintenance is required and that the flue and chimney needed to be cleaned and that the unit was dusty, all of which comes under maintenance and 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 our web site at [redacted]Upon review of your claim, I do see that CHW has provided you with a good will gesture to assist with this claim on 9/9/15; the check was mailed to you.  We are happy that we could help on a claim that would normally be non-covered with no offer of a goodwill.We do apologize for any frustration that you have experienced.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
They have offered full refund with the condition I sign a release.  I have attached the email response:
Regards,
[redacted], I am very uncomfortable with this release, I am seeking legal advise on how to proceed.  I had a very reputable company come out to inspect my  air and the work your technician completed.  As the same thing your technician told me, age was the cause of the compressor not 'NO MAINTENANCE ', as your company claims.  As I have noticed on prior complaints this seems to be your standard practice.  I obtained this warranty due to old furnace and a/c and was so misled.  The 1rst year was fine because I had no claims, not the same this time, which was my first claim, so the way I see this you have caused much distress in my life and have MADE money off of me. I will contact you or my attorney will with my decision .[redacted]Sent from my iPhoneOn Jul 6, 2016, at 3:43 PM, [redacted] <[redacted]> wrote: Please find attached release agreement that you had spoken to our Manager about.  Kindly sign, notarize, and return the document to my attention.  You can return the document by email, fax, or mail.  Please note faxing does take 24 hours to upload into our system.  Fax number listed below. If you have any questions or concerns in regards to this agreement, please contact the Manager that you spoke with. Best regards, [redacted]Choice Home WarrantyConsumer AdvocateOffice of the President[redacted]
[redacted]  **  [redacted]Fax:[redacted] <[redacted].pdf>

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 this claim was not covered per our policy, Section F. Limitations of Liability #1 and #8 which states that CHW does not cover failures of rust or corrosion. However, CHW did offer to provide you with a goodwill gesture of paying half of the claim in the amount of $200.00 which you did accept.  Per the policy, any claims that are placed do require a service call fee that is paid directly to the technician.  This fee is not paid to CHW and is required if the claim is covered or not.  Please see our policy Section C. Service Calls. 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 the claim was processed in accordance with the policy. The compressor had an internal failure which was a result of lack of routine maintenance. Section Letter F, Number 12 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. Although CHW doesn’t require maintenance records, you are invited to submit the maintenance records which indicate that you have had proper routine maintenance. This will allow review of your claim.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],We are happy to hear that this had been resolved.  We did respond after reviewing the claim however the notations of the claim being resolved were not provided to us at that point. We do look forward to assisting you with future claims and we have requested that our Quality Control department review this claim to see where the miscommunication happened. 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. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that bathtub faucet was leaking. Per our policy, Section Letter D, Number 8, CHW does not cover “…faucets or fixtures…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction.  We strive to provide the best customer experience, therefore we advised you that we would offer you funds to assist you on the non-covered claim.  You accepted this offer and we authorized the funds to the technician. You reached back to CHW and advised us that you wanted to cancel because you were not happy with the technician’s service.  Please understand that you requested to cancel your policy while this claim was still in active. Per your request we have cancelled your policy as of May 24, 2017.   Please note that we are unable to further assist on this claim as this policy has been cancelled.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. I will wait until the check is really in our hands, without further delay, before I will completely accept this resolution. Thanks
n  [redacted]

Dear [redacted]We understand your frustration and if you would like to cancel the policy, please contact our Cancellation department at ###-###-####.  Please note Section L. Cancellations of our policy.We do regret that you had to wait for the availability of the plumber and also for the negative comments that were said to you.  We do not condone that type of behavior and we will speak with the technician about this.Thank you,CHW

Dear [redacted],In reviewing your policy and the claims that you placed with CHW, you paid a total of $1199.97 for a 3 year term.  Your policy does not end until 9/9/17 and so far CHW has paid $2348.73 in authorized claims for your home.  The failure with this claim is that the porcelain is cracked and CHW’s policy does not cover cracks in the porcelain.  Please see our policy, Section D. Coverage #8 under exclusion it does state porcelain as part of non-covered. CHW offered to provide you with $100 towards this repair which we see as a $255 repair.In reference to your AC system, although tune-ups are not sufficient maintenance, CHW did offer to assist you with the claim; however you did refuse our help with this claim as well.If you would like to cancel the policy, please contact our cancellations department and they will assist you with the cancellation of your 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 www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the most recent diagnosis that we received, it stated that your technician took the relay, therefore, our technician cannot diagnosis the unit. Per our policy, Section Letter F, Number 8, CHW is not liable for “…missing parts…”Please note that we that our Customer Solutions Specialist advised you that you would be reimbursed $340.00.  The funds were authorized on August 1, 2017.  Please allow 30 days for the claim to process before the check is mailed out.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. A review of the claims shows that the claims were processed in accordance with the policy. In regards to the microwave claim, the diagnosis that was provided did indicate that the control board needed to be replaced, however, the model number indicated that your microwave was a counter-top.  Section Letter D, Number 9 of the policy indicates that Built-In Microwaves are covered.  This does not apply to the counter-top microwave.  In regards to your garage leak claim, the information that was provided did indicate that the ceiling of the garage was leaking. Section Letter E, Number 6 of the policy indicates that repairs of shake, shingle, and composition roof leaks over the occupied living area are covered.  This did does not apply to the garage.This is the policy that was sent to you upon purchase of the policy in June 2016. A link is also included above for your convenience and is also available online.  We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW