Bass Services, Inc.

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],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],We regret to hear your frustration.Please note, that repairs were made on your dishwasher at the end of July.  At this time, no further actions will be taken on your dishwasher claim, as your policy has been cancelled as of 9/2/17.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 policy, I do see that you have placed a claim for your washer and the technician advised us that the suspension on the unit has rusted.  This caused the unit to fail.  Per our policy, Section F. Limitations of Liability #1 states that CHW will not cover failures due to rust or corrosion. You stated in your complaint that you would like a full refund of the policy, we show that you have made 5 payments in the amount of $37.92.  We show that CHW has paid out $75.00 in your claims.  We are willing to provide you with a refund of what you have paid into the policy $189.60 minus claims paid $75 and we would refund you $114.60.  We would waive the $50 cancellation fee as well.  Please note that monthly customers’ are not entitled to a refund because they do pay for each month as it is being used.  Customers’ that pay for the policy upfront for a year or more, they receive a pro-rated refund of the balance of what they did not use of the years remaining. Again, since you are a monthly customer you have not paid out money for the year, you paid by month but we are willing to cancel your policy as it does have to be a mutual agreement and provide you with a refund of amount paid, minus claims paid.Please contact us and this will be documented in the notations of the claim.  We will have to require you to sign an agreement because we are assisting to provide you back funds outside the policy guidelines. Once you send the agreement back to us, we will refund you this amount.We regret your frustration and do urge all customers to read the policy and contact us with any questions.Respectfully,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, assuming I do receive the $400. Once it arrives, I will be satisfied.
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 claims we do see that CHW has assisted you in over $1300 of approved claims. We do see that you placed a claim for your heating system on 2/12/16 and per the policy; we did repair the system in the amount of $525.70. In regards to the water heater, CHW does not replace the actual tank of the system, we did however provide you with the amount that the parts would cost, and this is in our policy in Section F. Limitations of Liability # 9 “it states that If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair.” We do regret your frustration with this claim; however we are in 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

[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],                         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 your claim was covered in accordance to the policy section Letter F, Number 12 in which it 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. During the last call with CHW there was a lot of name calling to the customer service team. If was requested that the name calling cease as it was deemed disrespectful and continued. The customer service representative wanted to offer to assist in the form of offering a goodwill gesture payment to assist with the repairs of the non-covered claim but wasn’t able to relay this information in addition to a free service call due to the names. Once placed on hold the call was disconnected. At this time, the account is no longer active so there are no other means that can be taken at this time.   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: my dryer is still without repair. As of January 26, 2016, they sent a 4th technician to look at it and the technician said it needed repair and would need authorizations from CHW to perform such repair. To date I have not heard from CHW or [redacted] I have had to either take time off or have my wife take time of 4 times dealing with this matter which has, at this point cost me a lot money.
Regards,[redacted]o

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] 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 we received, it stated that the compressor was not pumping and overheated.  Due to a lack of proper routine maintenance, the compressor overheated and caused internal damage.  Per our policy, Section Letter F, Number 12, we do not cover failures that occur from a lack of maintenance.   Our Sr. Claims Specialist advised you the outcome of the claim, in which you were not satisfied and requested to cancel your policy.  If you would like to cancel your policy, please reach out to our Customer Solutions Department at ###-###-#### Monday-Friday 9AM to 6PM EST.  Please note, a Customer Solution Specialist has been appointed to your case and will reach out to you today, April 13, 2017.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 policy, we do see that the purchase date was 1/2/17 and the start date was 2/7/17.  Within this time, customers are to have reviewed their policy and understand the terms and conditions and if they do not agree before the policy begins, then they are entitled to a full refund however once the policy begins, it is understood that the customer has reviewed the guidelines. You placed a claim on 2/22/17 for your microwave which you stated had stopped working.  CHW did not cover this claim because we advise all of our customers that all units that are entering the policy must be in proper working order on the start date.  This is stated in Section A. Coverage #3, had you had this unit properly checked before the start date of the policy, it would not have failed shortly after the policy started.  This is considered by our policy to be a pre-existing issue since the unit had failed and was not in proper working order for the start date.We do regret your frustration however CHW is in full compliance with the terms and conditions of the policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:technicians from choice home warranty company not repairing my unit  they only check unit, not satisfactory service,although I spend $ 1350 for my a/c units from my pocket they have to repair or replace my units 
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]   Your first claim was filed on August 4, 2016 and the effective date of your policy was August 9, 2016, which is why the claim was considered a preexisting condition. The policy at CHW states in section Letter A, Number 3 that all systems and components are in place and in proper working order on the effective date of this home warranty contract. After an explanation of the terms and conditions of the policy was provided to you, you made a decision to cancel the policy. CHW agreed to cancel the policy in accordance to section Letter L, cancellations, which provided you with a refund in the amount of $279.58.  As a goodwill gesture, CHW is willing to offer you $145.42 which is the remainder of the balance of the $425.00 initially paid for the policy. This doesn’t include the $60.00 that CHW paid to a technician regarding a claim for an Air Conditioning system that was placed on 8/9/16. If you would like to have this refunded, please reach out to the 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

[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. 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 water heater tank was leaking water 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 about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction.  Per your request, your policy has been cancelled as of June 29, 2017.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, I do see that the claim was not covered due to the fact that CHW requests that all units must be in proper working order the day the policy begins.  CHW does provide the customer 30 days prior to the coverage starting to ensure that all units are in proper working order as well as to go over the policy.CHW did offer you a goodwill gesture of $100 to help go towards the repairs of this unit.  We see that you had chosen to cancel the policy instead and you did receive back your pro-rated refund.  Per our policy, Section L. Cancellations states that any funds that are paid out for a policy will be paid back to CHW if the customer cancels their account.  Please see below:L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. 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.  All cancellation requests must be submitted in writing.We do regret your frustration with this claim however CHW will not be able to assist with any cost towards the unit since your policy has been cancelled.CHW is in full compliance with our terms and conditions of our policy.Respectfully,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 claim was a covered claim. However, you indicated that the parts that were replaced were used, which is different from what the technician advised. As a valued customer, CHW has agreed to provide you with $300 towards the purchase of a new washer. Section Letter F, Number 19 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”. Your $300 goodwill gesture payment is currently being processed.   Please call the customer service team directly at ###-###-#### should you have any questions.   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 apologize if our employee was in any way rude to you and she will be spoken to about this claim and this call. CHW does not condone that type of the behavior and again we do apologize.In reference to your policy that began with us on 9/14/15, your claim was placed on 10/26/15, per our policy CHW does expect that all units are in proper working order the day the policy began.  Please see Section A. Coverage #3. As [redacted] explained to you that this part would have taken longer than a month to fail and your policy had only begun on the 14th of September.  CHW has offered you a full refund of your policy and if you would like to accept this offer, we would be happy to provide you back with the funds.We do regret your frustration however CHW was in full compliance with our terms and conditions of our policy. Respectfully,CHW