Bass Services, Inc.

[redacted] spoke to them today )John) 10/5/2017  has stated they will  not pull out the dishwasher to examine it. I spoke to Andres at Choice Home Warranty who stated theycannot get anyone to move it. Actually I am on the phone with Andres a supervisor  10/5/2017 @2:55 pm discussing the matter. I advised him that the dishwasher was installed by [redacted] on 9/30/2017 and it is bolted in and needs to be moved by a professional appliance person. [redacted] was not able to run a test on the dishwasher because of the electrical issues. He stated that they are not sending an appliance repair person out unless I pay $60. I stated that appliance repair person would have to be here with the electrician to coordinate the move out repairs and the move back of the dishwasher and to check to see if it is working. I advised him that I am not able to get the dishwasher he stated they are not moving forward with this complaint at this time as quoted by Andres employee number [redacted]/ So I am left with a new non working dishwasher. I spoke to Joel who advised me to send the receipt from [redacted] which I faxed over the receipt. So I called corporate office at [redacted] now speaking to Andy who stated he cannot send the appliance repairman to work with the electrician to fix the electrical problems. Again I advised him that I do not have anyone to move the appliance. Complaint: [redacted]
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 [redacted]   Under the terms of the policy section Letter L, Number 4, 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. However, in the interest of customer service and as a gesture of good will we have emailed you an agreement that will allow for a full refund of your policy under the guidelines in the event you agree. We will await your reply.   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 [redacted]
  Our records indicate we are working with you on a mutual agreement related to your claim. We have sent you an email and are awaiting your reply.   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 claims it appears that the claim was processed in accordance to the policy. Documents sent in to CHW regarding the claim indicate that there was nearly 2 pounds of Freon added to the unit in January which would indicate that there was a leak prior to the start of the effective date of the policy of April 8, 2016. As stated in section Letter A, Number 3, repairs related to known or unknown preexisting conditions are not covered. Additionally, MO99 Freon was used which is not one that is recommended by the manufacturer. In section Letter F, Number 11. We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

I had carefully read the agreement before I selected the policy. The policy says it covers built-in microwave, but does not say here "built-in" is defined by manufacturer's category. If the policy clearly says this, I would carefully examine with GE. If I found that my microwave does not fall into that category, I would not select that policy. My selection was based on our common sense for "built-in" - built in the cabinet not put on the countertop. The policy actually misleads the customers. Moreover, as I mentioned in my complaint that I pulled out all 74 GE microwaves (residential, not commercial) currently on the market, none of them are classified as "built-in" by GE. Does this mean that Warranty Company actually would not be responsible for any microwave claims at lease for GE (I have not examined other brands).
If this is true, it is extremely important to explain the definition of "built-in" in the policy to keep policy transparent to customers
Regards,

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 there was not a technician available in your area at that time.  We did however explain to you the reimbursement process.  We explained that if you are to use your own technician, you would have to have them contact CHW to provide a diagnosis for the unit.  Upon diagnosis CHW would see if the claim is covered or not.  Once we have determined if it is or not, we would contact you and advise you.  If the claim is a covered claim then you would be reimbursed the amount that CHW had discussed with the technician.  CHW would provide you with a check for the cost. However, if the claim is not a covered claim then you would be responsible to cover the repair yourself.  Also, per the policy Section L. Cancellations states that you only have the first 30 days before the policy begins to cancel the contract to receive a full refund.  If you chose to cancel before the policy is up, there are fee’s that you would have to pay.  You would be refunded the amount of months that you had remaining. Lastly, please read Section A. Coverage #3, CHW does expect all units to enter the policy in proper working order. The first 30 days are to ensure that you have read the terms of the policy and to ensure that the units in your home are properly in working order. CHW has requested a manager from our cancellations department to contact you in regards to this claim.  We do hope that you will chose to stay with us as we do value you as a customer. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.   Regards, CHW

I placed the claim online on Monday 5/25/15. CHW dispatched a technician on Tuesday 5/26/15. I called the technician on the same day, and he said that the earliest he can come to my house is Monday 6/1/15. I could not stay for one week without a washer. So I called CHW on Tuesday 5/26/15, and asked for a different technician who can come earlier than Monday. They informed me that this is earliest they could find a technician to come to my house, and that I can contact my own technician if I need the repair earlier. So I called [redacted] and they sent a technician on Wednesday 5/27/15. The ** technician informed me that he does not know why it leaked because it was not leaking at the time he was present. But, he confirmed that the water that leaked the first time was from the washer, but he just cannot tell where it has leaked from. He said he cannot fix it, and this washer cannot be trusted because it can leak again anytime. He said I could use it but I have to keep an eye on it while it's running because it may leak at anytime. I used it twice and it worked fine. And then the third time I used it, it started leaking so I shut it off. I called CHW and they dispatched the same technician they dispached on Tuesday 5/26/15. I called him and explained to him what happened, he said he agrees with the ** techinician, and that he will not be able to fix it since he was not present when it leaked. At this point, it became very clear to me that this washer must be replaced because two technicians agreed that it cannot be fixed. I could not just keep sitting next to it every time the entire time it's running to make sure it does not leak and flood the basement again.

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 there was a switch that broke off, our policy does not cover failures that are not normal wear and tear.  The switch that broke off was a part of the unit that did allow the unit to leak, there is no mechanical function for this part. Please see Section A. Coverage #2 that states that CHW does not cover failures that are not normal wear and tear.  Secondly, our policy does not cover failures that are done by an improper repair or replacement.  Our policy states this in Section F. Limitations of Liability #11, and lastly our policy does state that CHW is not responsible for the technician’s negligence, in Section F. Limitations of Liability #19.  If you would like to go through the claims that you have had with CHW and contact any of the previous techs, please feel free to contact us for any of the following claims that you had placed:Claim# [redacted] on 02/12/17 for the Air Conditioning System Claim # [redacted] on 01/11/17for the Refrigerator-Tech: [redacted]-CHW paid a total of $157.80Claim # [redacted] on 09/14/16 for your Washer- tech: [redacted]-CHW paid a total of $106.77Claim # [redacted] on 08/08/16 for your Dishwasher- techs: [redacted]- CHW paid a total of $331.32Claim # [redacted] on 07/17/16 for your Air Conditioning System- Tech: [redacted] which CHW paid $120.00Claim # [redacted] on 04/30/16 for your Air Conditioning System- Tech: [redacted] which CHW paid $290.00Claim # [redacted] on 11/02/15 for your Oven Stove Cook: Tech: [redacted]Which CHW paid $170.52.We will be happy to go through each one with you and provide all the phone numbers that you would need.  You can also log onto the customer portal to view all your claims and see the technician’s and numbers.We do regret your frustration however CHW is in full compliance with the terms and conditions of the policy.Regards,CHW

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 www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that the unit failed due to the fact that the condenser coil was fully clogged, the policy does not cover failures that are caused by a lack of proper routine maintenance, please see section F. Limitations of Liability #12.We do see that the second opinion that you had provided us with a diagnosis that again was a failure caused by a lack of proper routine maintenance.  We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards, CHW

As per the policy Section F. 19, CHW is not responsible for the negligence of the technicians.  If you feel as though the technician did something to your home and broke something, you would be responsible to contact that technician and have him go to repair that issue.  They are licensed and insured so they will be able to assist.  If you would need their name and number again, we have provided it to you below:[redacted] ###-###-####Respectfully,CHW

[redacted],
Per the technician from Desert Star Air Conditioning the unit had a leak and it was caused by rust. Per our policy, Section F. Limitations of Liability #1 & #8 both state that we do not cover failures that are a result of rust. The unit was low on Freon and this was why the leak detection test was needed. Per the policy, Section D. Coverage #4 states that we do not cover the tests.
Per the accusation that CHW does not cover claims if falsely stated. CHW covers 80% of all claims submitted to us. We expect our customer’s to read the policy before the start date. You are provided 30 days prior to the start date to review the terms and conditions and ensure that all units in your home are in proper working order. If you had done so before your policy started on 5/17/16, when you placed your claim on 6/4/16, you would have known that there was an issue with the unit and would have then come into the policy with a properly working unit.
Since this claim is not a covered claim and since you clearly do not agree with the coverage that you have chosen to purchase; CHW is offering you a full refund of the policy that you purchased.
If you would like to accept the full refund of the policy ($375), please contact us and we will provide you with the proper paperwork that we would have to have signed in order to provide the full refund rather than a pro-rated refund as stated in Section L. Cancellations.
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 www.choicehomewarranty.com/useragreement. Upon review of your policy, we do see that you placed a claim for the refrigerator and we did receive a diagnosis that the door hinge was bad causing the unit to not seal properly, this created too much heart into the unit, per our policy Section D. Coverage #3 states that we do not cover door hinges.  The hinge failure caused the board to malfunction which is considered secondary damages. Per section F. Limitations of Liability #19, CHW does not cover failures that are secondary.  The technician also advised that the coil was clogged, per our policy Section F. Limitations of Liability this is considered to be a lack of proper maintenance. We did offer you a goodwill gesture in the amount of $150.00 plus the one free service call fee added to your policy which you declined.We are offering to provide you with a full refund of $120.00 to be sent back to you however you would have to contact CHW at ###-###-####, sign an agreement in order to receive a refund in full.  We are not able to provide you with a credit for the service call fee back in cash due to the fact that it is a requirement for the technician to be paid by the customer and we do not reimburse for that as it is stated in our policy.If you feel that the technician made the unit worse than what it is, we ask that you contact them back.  Per our policy, Section F. Limitations of Liability #19 states that CHW is not responsible for the negligence of the technician. We will be happy to assist you with the phone number of that tech.  If you are interested in any of these offers, they are documented in your claim and you can contact us and we will provide you with whichever you chose to do. Again, our number is ###-###-####.Thank you,CHW

Dear P[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.Upon review of your claim for your Heating System, we show that the technician stated that the unit was in poor condition, the blower motor was running off balance and runs against the blower housing.  He stated that there was water sequencer switches and rust build up as well.Per our policy, Section F. Limitations of Liability #12 states that CHW does not cover failures that are a result of a lack of proper routine maintenance. Had there been preventive, routine maintenance these failures would not have happened. You chose to cancel the policy you had with us and we did advise you that we would be able to assist but we would not be willing to cover a claim that is non-covered per the terms of the policy.  Since we would not cover the entire claim, you chose to cancel. We did advise you that the monthly payment of $52.00 would stop.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.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 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 unit failed from a severe lack of 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.  We strive to provide the best customer experience, therefore, as a goodwill gesture we offered you $300.00 towards the repair.  You accepted this offer and this check was mailed out to you on 9/6/2017.  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 claim, we do see that the unit was stated to have a leak and in order for CHW to process the claim in full, it was stated by the technician that a leak test needed to be completed.  Per our policy, we do not cover leak detection tests and we are not able to process a credit to you for something that was paid to the technician.  However, we are able to provide you with 2 free service call fees which is the value of $90.00.If you would like to accept our offer, please contact us at ###-###-#### and you can tell our customer service department that you do accept our offer.I do apologize for not being able to return your call, our policy does allow me to have 30 days for review.  All calls and or emails are responded within the order that they were received.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,Tracy MCHW

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, we see that you placed one for the icemaker and per the policy that you have had that is not a covered item. CHW provides you with 30 days prior to the start date of the policy to ensure that you understand what is covered and what is not.  You are allowed within this time to cancel the policy for a full refund, after the start date you then are subject to a pro-rated refund plus an administrative fee. CHW as stated above provides the policy online for anyone to view.  As a customer we mailed you a hard copy of the terms and conditions before the policy began and we also emailed the policy.  As always you can log onto the customer account center and you can view your own personal policy by placing your email and policy number.If you would like to cancel your policy, please contact our Cancellations department and please read Section L. Cancellations as this is how the process would go.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

It is not tankless water heater. It's a dual purpose systm used for heating home. They didn't fix the electrical circuit breaker issue too.

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 condenser fan motor failed and there was internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  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...”  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 you funds in the amount of $100.00 to assist you on the non-covered claim.  You declined this offer.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted]We regret to hear your frustration and dissatisfaction with CHW. We strive to provide the best customer experience therefore as a goodwill gesture, we have applied a onetime free service call fee onto your 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 www.choicehomewarranty.com/useragreement.   A review of the claims show they were handled in accordance with the policy. The claim for the refrigerator shows that the diagnosis that CHW received was that there was a Freon leak. Section Letter D, Number 3 of the policy indicates that leaks of any kind are not covered. Due to the leak, the compressor failed and this is considered secondary damage. Section Letter F, Number 19 indicates that secondary damages are not covered. However, in the interest of customer service, CHW provided a goodwill payment in the amount of $150 to assist with the repair or replacement of the non-covered claim.   The claim for the dishwasher hasn’t been handled as of yet. The claim was placed on 12/30/16. The claim was dispatched and there was an email and telephone call made to provide the technician’s information. This allows the customer an opportunity to call the technician to schedule a mutually agreed upon time for the diagnosis to be made. Section Letter C, Number 2 of the policy states, “Upon request for service, we will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays”. Your claim has already been dispatched and will be handled according to the policy once a diagnosis is received from the technician. Please call the CHW customer service team at ###-###-#### if 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

[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].  CHW and I have mutally agreed on a settlement of my claim.
Regards,
[redacted]