Bass Services, Inc.

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 microwave was not heating due to a failed magnetron and control board.  The failure to the magnetron caused the control board to short out.  Please understand that this failure takes time to occur and would have failed in the short lifespan of your 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 were not satisfied.  We strive to provide the best customer experience, therefore, we offered you funds in the amount of $250.00 to assist on the non-covered claim.  You accepted these funds.  We authorized these funds on July 13, 2017.  Please allow 30 days for the check to process.No further action will be taken as this claim has been resolved. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] F. [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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you did not agree. If you would like to further dispute this claim, you are entitled to getting a second opinion at your expense.  If you choose to get a second opinion, please submit the detailed invoice with the diagnosis to [email protected].  Should the outcome be different we will adjust the claim accordingly based on our policy.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

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 circulation pump failed and needed to be replaced. Per our policy Section Letter D, Number 6, CHW does not cover “…Pressure reducing valve…” Please note, that your coverage start date was March 30, 2017 and you reported the last time your system was working was March 31, 2017. Per our policy, Section Letter F, Number 1, we do not cover “known or unknown pre-existing conditions.” 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 advised you that we would cover the repair and replacement of the circulation pump. You accepted this offer and the technician moved forward with repairing the unit. You reached back out to us stating the unit had failed again, therefore we dispatched the technician to go back to the home to diagnosis the issue. Based on the updated diagnosis that we received, it stated that the circuit board failed and needed to be replaced.  Per our policy, Section F, Number 1, we do not cover “known or unknown pre-existing conditions.”  Please understand this claim was originally not covered due to pre-existing conditions and as an act of goodwill, we advised you that we would cover the circulation pump and the repair only.  Any additional failures would not be covered. At this time, the outcome of this claim stands. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our 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 [redacted] Upon review of your claim, we do see that your technician advised CHW that the unit shorted to the ground, this happens when a unit does not have the proper maintenance that is needed.  We did explain to you the other reasons of how the unit could short to the ground all of which are not covered by our policy and all of which are not normal wear and tear.We do see that you have chosen to cancel the policy with us and you have received your pro-rated refund.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.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 www.choicehomewarranty.com/useragreement. In review of the policy, it shows that you purchased the Total Plan Coverage for one year in the amount of $425.00 on June 1, 2017.  This coverage became effect on July 1, as our policy states in Section B of Coverage Period “Coverage starts 30 days after acceptance of application…”Based on the diagnosis that we received, it stated that the basket shaft was broken in half and the spin tube was bent.  Based on the time you stated the unit failed, which was July 3, 2017, this failure was determined as pre-existing as the failure would not occur in 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.As a goodwill gesture, we will offer you a onetime free service call fee for your next claim.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 a resolution has been reached.
I requested to cancel my Choice Home Warranty and have received a refund. 
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 claim, we were advised that the failure was caused by the evaporator coil rusted out causing a leak, this caused the system to run continuously and burnt out the variable speed motor. Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover failures due to rust.  Also, Section F #19 states that we do not cover failures that are caused by secondary damage. Rather than cancelling the policy, you could have had a second opinion but you did chose to cancel the policy and therefore we are not able to provide any assistance for this claim. 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: Company didnt offer to pay for leak test as courtesy thats a lie. They offered a free service call for next claim. Which is $75. If the leak test was going to be covered then why would I cancel?  You all didn't want to fix the AC and that is how you didnt honor your contract.  
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].   Upon review of your claim it appears as if it was processed in accordance to the terms of the policy. 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”.  CHW also indicates in the policy section Letter C, Number 3 that prior approval is needed before payment is made on a claim. The invoice that was sent in shows that Freon was added, the unit was cleaned and the fan motor replaced. The heat exchanger is cracked and the evaporator coil has a restriction. The documentation indicates that the entire unit, including the furnace needs to be replaced.  Although CHW doesn’t require that maintenance records are sent in, you were invited to send them in for a review of your claim and hopes of a more favorable outcome. The documentation sent in however, doesn’t demonstrate sufficient maintenance. An invoice dated 8/26/15 was submitted that shows that 2 pounds of Freon was added to the unit, this shows that a leak wasn’t repaired. One invoice wouldn’t demonstrate routine maintenance and the maintenance needs to be in accordance to the manufacturer’s warranty.   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]   CHW billed you two payments of $349.12 for the policy. One payment was credited on 8/1/16 and another on 8/31/16.  In accordance to the policy section Letter L, which states, 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. CHW also made an attempt to provide a goodwill gesture and assist with $200 towards repairs but the offer was declined. At this time the policy is canceled in accordance with the policy.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear L[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.  This was a covered claim.  Based on the diagnosis that we received, it stated that rear tub bearing failed and needed to be replaced.  Per our policy Section Letter F, Number 16 it states “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.”Our Sr. Claims Specialist advised you about the outcome of the claim, our policy, and offered $300 for the buyout.  You were not satisfied with this offer.  We strive to provide the best customer experience, therefore we increased the funds to $400; you declined this offer. As a goodwill gesture, we will increase the funds to maximum buyout amount to $450 to go towards a new unit.  To accept this offer, please contact us directly at 1-800-233-0172, Monday-Friday 8am-8pm EST.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, it does show that it was processed in accordance with the terms and conditions of our policy. We do regret your frustration however, CHW does not cover the actual tank.  The storage tank does not have a function and therefore would not be something that is covered under our policy because CHW only covers mechanical failures, this is a storage vessel for water.We do see that you have chosen to cancel the policy of $40.00 a month which is not entitled to a refund according to Section L. Cancellation of the policy and we also see that you were provided with $200.00 as a goodwill gesture for this claim. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

The information that you were provided regarding normal wear and tear being covered is true. This is also indicated in the policy, section Letter A, Number 2. CHW is responsible for repairs related to normal wear and tear. In accordance with the policy, the claims are not covered. CHW values all customers and regrets the loss of any customers, however, if you desire to cancel the policy, please call the customer service team at ###-###-####.   Regards, CHW

Dear [redacted]Please understand that any “services performed without prior approval” (purchases, installations, etc) will not be reimbursed, per our policy Section Letter C, Number 3.  We have offered you the amount you paid for your policy, minus the amount of authorized claims, however you declined this offer. At this time, there is nothing further we can do to assist you. Regards,CHW

Dear [redacted] M [redacted],We regret to hear your frustration.  We received you’re the paperwork from your technician, however, the invoice is not detailed as it does not state the diagnosis or what was repaired.  Due to your dissatisfaction, we did reach out to your technician to advise...

that in order for CHW to release funds, we would need a valid invoice.  Once we receive the valid invoice, we will release the funds to you. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Upon review of your policy that you had previously with CHW, the policy was cancelled due to the fact that the technician had charged you for a separate issue that was not covered under the policy.  You did not pay that fee and therefore CHW had to take the cost.  Your policy was cancelled...

for the non-payment for that charge, it was not authorized by us.  Secondly, it has been 4 months since that claim and although it might have failed we are not able to send a tech out to have it repaired.  Your new policy with us is the same as previously and this would be a pre-existing issue to the new policy.  Since the policy has started over, Section A. Coverage states that all units that come into the policy have to be in proper working order.CHW cannot cover the repair for the issue you had prior to this new policy, if you would like a full refund of the new policy we would refund you for that.  We do apologize for any frustration that this has had on you.  Please contact CHW for a full refund of the new policy, if you so choose to.  If not, your policy will start in 30 days and again all things have to come into the policy in proper working order.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 policy, we see that you placed a claim with us on 11/22/15 for the heat pump and this claim was not a covered claim.  There was no proof that this was ever fixed either. However you placed a claim on 4/24/16, stating that the heat pump was making noise and now not cooling the upstairs. Our documentation reflects that this unit had a compressor that seized up and it was due to a lack of proper routine maintenance.  When asked you for the maintenance, you stated to us that you do the maintenance yourself.  We did explain that per the manufactures specifications, this is not proper maintenance.  Proper routine maintenance has to be done by a licensed technician with the correct ACCA form.  Once this was stated to you, you then told us that you had a friend preform illegal maintenance on the unit.  The diagnosis that we received stated that the compressor had seized, this unit lacked proper routine maintenance and if you could provide to us the proper records of maintenance, we will review the claim.  Also, we would need to see the previous claim’s invoice showing that you had this issue fixed.   We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy. Regards, CHW

There was no payment removed on June 1st, the last payment removed from the account was on May 30th. The policy was canceled on June 28th so no claims would be placed after that day. In order to be sure, an email was sent to the email address on file confirming the cancellation on June 28,2016. There are no funds due at this time.  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/user-agreement/. 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 evaporator coil was impacted and the blower motor was very dirty.  This was caused by a lack of effective 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 $200.00.  In agreement to settle this claim, you accepted the funds as of 10/30/2017.  Please allow 30 days from the authorization date to process before the check is mailed out. This claim has been settled and closed.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW