Bass Services, Inc.

Dear  [redacted] [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 placed a claim for your Garbage Disposal.  Per the diagnosis from the technician it was explained to us that the unit suffered misuse and abuse which under the terms of the policy, section Letter F, Number 8 is not covered under the policy. However, in an attempt to work with you, we offered a goodwill gesture and paid $195 to assist with your repairs.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

I do not except their offer because, the product they are wanting to replace my oven with in not similar and has coils (see photo #1).  The range I have is a cooktop glass top (see photo #2).  My contract states they would replace my appliance with a similar item.  There are numerous of similar cooktop stoves with glass tops on the market and the coils one is not similar at all.

[redacted],The diagnosis that we received stated that the unit failed due to rust, if you have a different diagnosis please provide it to us at [email protected] and we will be happy to review.This claim is not covered due to the failure that the leak was caused by rust.  Per Section F. #1 & 8, CHW does not cover failures that are caused by rust or corrosion. We do regret your frustration and as a goodwill gesture, we are offering to provide you with $200 towards your repairs or replacement.  If you would like to accept our offer, kindly contact us at ###-###-####.Thank you,CHW

Dear [redacted],We regret to hear your frustration, however, we have already reviewed the second opinion diagnosis and stand by the outcome as not covered due to the failure not being normal wear and tear.  We are still willing to offer the funds in amount of $150 to assist you as well as one free service call for your next claim.  To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30 pmRegards,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. In review of your policy, you purchased our Total Plan Coverage on June 6, 2017, which became effective on July 6, 2017.  Our policy states in Section B of Coverage Period “Coverage starts 30 days after acceptance of application…”A review of the claim shows that it was processed according to the policy.  You placed a claim on July 9, 2017 stating the last time your dryer worked was July 6, 2017  Based on the diagnosis that we received, it stated that the part of drum failed and needed to be replaced.  This failure could not occur during the short lifespan of the policy.  Per our policy, Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions.  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel your policy due to your dissatisfaction.  As of July 15, 2017 CHW has cancelled your policy.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 [redacted]   A review of your claim shows the claim was processed according to the plan. The diagnosis that was received was that the upper rack and rails needed to be replaced. Section Letter D, Number 11 indicates that racks, baskets, rollers, hinges, handles, doors, door gaskets are not covered. You indicated that mold was also in the unit. Section Letter F, Number 8 of the policy indicates that mold or mildew is not covered. There are no funds due at this time for this claim.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]Thank you for your feedback and we apologize for the inconvenience this may have caused you.  Your July 19, 2017 payment will be skipped and will resume on August 19, 2017 at $37.50 a month.  We have also added a one-time free service call to your policy, for the...

inconvenience. 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 motor is not working and this was discovered by replacing the other parts.  The unit had a failed diverter motor; when this failed it caused the control board to short out. Per our policy, this is considered to be secondary damage. We do apologize if anyone in our company was rude to you in any way, CHW does not condone this type of behavior and we have reported this to the COO of the company. The phone conversation will be pulled and the supervisor will be handled accordingly. As a goodwill gesture, we see that you were offered either a free service call fee or a free one month’s service. Kindly contact us to advise us how you would like to proceed. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because: Maintenance records submitted for proof of routine maintenance.  Records attached to email provided in response
Regards,
[redacted]

[redacted] We do regret that you feel as though “You just don't want to deal with a company that is no Revdex.com rated”, CHW has not purchased into the Revdex.com to be rated as of yet.  However, we have offered to provide you a refund of the paid policy upon signing an agreement but we are not able to cover a claim for you that isn’t covered under our policy. If you would like to accept our offer of the full refund with the signed agreement, please contact us at ###-###-#### and we will provide you with the refund.  If you chose not to, there would not be anything more that we can do for this claim. 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 [redacted].   A review of the claim shows that the claim was handled properly. Section Letter F, Number 12 indicates 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”. The replacement of the condenser fan motor was covered and that was $150.00 which was paid by CHW. The only issues that CHW received via diagnosis from the technician was that there was a failed condenser fan motor and dirty coils. CHW paid for the covered portion of the claim. The unit was replaced without authorization and is not payable by CHW.   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 as of today 2/12/16 the claim has been taken care of and that the issue has been resolved. If for any reason this was not completed, kindly contact us at our toll free number ###-###-#### and please let us know so we can contact the technician. We regret your frustration and look forward to assisting you on future claims. Best regards, CHW

Dear [redacted],Upon review of your policy, we do see that there had not been any payments that were made since March 2, 2016.  After we advised you that the policy was past due, you did not attempt to contact us to make a payment, therefore the policy would be cancelled.In reference to the claims that you placed, CHW did provide service at no cost for the claim that was placed on 5/6/16 for the refrigerator however we are not able to provide coverage for the water heater due to the fact that the claim is not a covered claim and the policy is now cancelled.We do regret your frustration however CHW is in full compliance with the terms of the agreement.Thank you,CHW

Dear *** ***,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 ***  Upon review of your claim, I do see that CHW has provided you with the CAP amount allowed per policy term of $500 for this claim.  We are very happy that we were able to come to a mutual resolution with you pertaining this claim.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:
I sent them proof of repairs but I got no reply from CHW. The letter was mailed on Oct. 2, 2016 with all the info.  There was no negligence on the technicion's part.  I watched him. The part was old.  CHW should pay for both parts or at least the PUMP, or otherwise I will go on line, and inform the Revdex.com in all the states they do business on how bad they are and don't pay for parts that they should. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The logic Choice uses for denying this claim is flawed.  (1)  The motor component originally thought to be the reason the unit failed was not the cause of failure (a different part needed to be ordered).  (2)  Choice is standing on the argument that a motor failure "takes time" and would not have incurred in the short duration of the contract.  This is not a "wear and tear" component where one can distinguish if the part is nearing end of life, and in-fact is the reason a warranty is purchased (to cover such failures).  This failure incurred during the life of the warranty.  (3)  Proof of failing during the warranty period can be established by an home inspection report being conducted (which Choice DOES NOT require, but was done before the home purchase) and the report clearly indicates the unit was in good functional condition.  The inspection report was conducted in September, and I closed and took possession of the house on 10/4.  On 10/5 I did an open house to find a tenant and confirmed the refrigerator was working (I had bottles of water in the refrigerator that were cooled during the showing.  The tenant moved in on 10/9 and the unit was no longer functioning.  (3)  I purchased the warranty during the home-purchasing phase (ahead of closing) at the advice of Choice's sales rep, as they said the grace period would be satisfied once I took possession of the house and if I had any problems, I would be able to file a claim.  It turns out, I had a problem, and Choice did not honor their warranty.  It seems Choice is not wanting to pay on this claim, solely based on the premise they do not like the timing.  An analogy can be made that if I purchase car insurance on a vehicle, and the next week I back into a tree, the car insurance company would deny the claim because it is "too early".  This is not a valid response.  If they say the part "wouldn't have incurred in such a short of span", then how far into the contact would they have decided 'enough time has lapsed' to pay on this?  30 days?  60 days?  6 months?  There is no such limitations in the contact and in-fact the only stipulation is the grace period (which was satisfied) and that all units are brought into the contract working (also satisfied with proof).  By this logic, it would seem they would only cover appliances that are brand new at the time of the start of the warranty.  This is a total misrepresentation of the warranty/product sold to me.  I also have discovered that the NJ Attorney General has investigated Choice for misrepresentations like this and choice has paid penalties for such practices.  If my case is not resolved to my satisfaction, I will not only affirm and keep my claim with the Revdex.com, but also forward my complaint to the NJ Attorney General to add to their findings (along with all supporting documentation).Desired Outcome:  (1)  Pay on the claim in the amount of $228.30 and keep my contract valid, or (2)  pay on the claim of $228.30 and issue a full refund of my premium of $375 if they feel I am "not a suitable customer" as a Senior Manager has told 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 [redacted] 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 cartridge failed and needed to be replaced.  Per our policy, Section Letter D, Number 9, “…cartridges…” are not covered. Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  As a goodwill gesture, we offered you $245.00 to assist.  You accepted these funds as of 12/11/17. We regret to hear your wishes to cancel your policy.  If you would like to proceed and cancel your policy, please contact us directly at [redacted] Monday-Friday 9am to 6pm EST.  Please be advised that cancelling your policy will automatically forfeit the goodwill funds that were offered. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],
Per our policy, Section Letter L. Cancellations we would not be able to provide you with a full refund however, if you would like to use your own technician to provide us with a diagnosis, we can send you with a reimbursement form. We have also added a onetime free service call fee to your policy for the inconvenience. Once you have the technician at your home, per the policy Section Letter C. Service Calls #3 we ask that you contact CHW prior to any work being done to receive authorization of the work. Please contact us for the reimbursement form if you would like to use that option.
We do hope that we can resolve this with you as we do value you as a customer.
Thank you,
CHW

Complaint: [redacted]
I am rejecting this response because: why are you still taking payment out of my bank account. I will be calling the ###-###-#### as you requested I do
Regards,
[redacted]