Bass Services, Inc.

Dear Andrew [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 check was issued for the reimbursement. Records indicate that you have been working with Jose on this claim. This message has been relayed to him. Please accept the apologies of CHW for not returning the call as promised. A detailed message has been sent to him related to this. If you have any questions please call the customer service team at ###-###-####. There has been a tracking placed on the check and it has indicted that the check has been mailed to the address on file but not cashed as of yet.   We do regret your frustration; however CHW is in full 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/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 tank was leaking. 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 were not satisfied.  We strive to provide the best customer experience, therefore we offered you funds in the amount of $250 to assist you on the non-covered claim.  You declined this offer and requested to cancel.  We regret to hear your frustration.  If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm.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 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 were not satisfied.  We strive to provide the best customer experience therefore we offered you goodwill funds in the amount of $400.00 towards the repair.  You did not accept 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],
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 you were provided with the funds in lieu of repair for the dishwasher as it is stated in Section F. Limitations of Liability #16 “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.”
CHW provided you with the amount that we would have paid for the repair of the unit to assist you with the purchase of a new unit.
We urge all customers to review the policy once they have decided to purchase it. We do provide 30 days before the coverage begins for you to review and if you disagree, to cancel with a full refund. Once the 30 day grace period is over, we do assume that the customer did their due diligence and reviewed the terms and conditions that are in the policy.
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 [redacted]   A review of the claims that were placed since the policy was effective on 1/2/14 shows that the claim for the microwave was the only claim that was not covered and there was no payment made. The contract is available online for all customers to view at any time. Additionally, the policy has been emailed and mailed several times. The microwave isn’t covered as it is stated in section Letter D, Number 9 of the policy that countertop units are not covered. Section Letter C, Number 4 of the policy indicates that there is a service call fee that is due to the technician for the visit. Please call the CHW customer service team directly at ###-###-#### if there are 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 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

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

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] [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

I do apologize, I have been out of the office and have received the agreement.  Your refund has been completed as of 10/1/15.  Thank you for the email and the follow up.  The funds were placed onto the credit card that you signed up with us with.I am very sorry for the delay of...

response.All my best,Tracy [redacted]

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]   Section Letter L, Number 4 of the policy 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 by CHW”. As a result, once you requested to cancel the policy, you received a pro rata refund, less the administrative fee and the fees that were paid for a claim that was placed and covered on 3/18/16 for the water heater in the amount of $90.00. Upon processing the cancellation request, it will be calculated properly.   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 policy that you have with CHW, you have had the following claims that we have approved:Claim # [redacted] for your Plumbing System in the amount of $100.00Claim #[redacted] for your Heating System: in the amount of $350.00Claim #[redacted] for your Plumbing System in the amount of $375.00I do see that you have placed a claim for your dishwasher, claim # 5[redacted].  You we did advise you that you are more than welcome to have your on tech come to your home providing that they do not do the work and call CHW with the diagnosis to receive authorization for any work that would need to be completed to ensure that it is covered under the policy.  Please note that CHW is not responsible for the technician’s negligence and also since we do offer the reimbursement option and it was offered to you but you did decline, we advised you that we would continue to look for a tech in your area that you were satisfied with.  Due to the holiday, the technician that we have available is supposed to have an appointment with you tomorrow.Please understand that CHW is not responsible for any mildew, or damage that has happened to your home within the time period that this claim was opened.  I do apologize and do wish the best of luck tomorrow with the technician that is supposed to come out to the home.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

,Please see your attached policy as it states that yes, you purchased the policy on 03/19/15 but the policy does not take effect for 30 days to ensure that you have enough time to make sure that all the units in your home are in good working order; as stated in B. COVERAGE PERIODCoverage starts 30 days after acceptance of application by Us and receipt of applicable contract fees and continues for 365 days from that date.Also in A. COVERAGE 3. 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.We do apologize for any confusion as to the policy and the claims that you had placed.  Again, per our policy stated in Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.You stated that you were unhappy with this policy and you would like a refund.  Please contact me directly and I will be more than happy to give you a full refund of your policy as you are not happy with the terms and conditions that our policy states.  I am very sorry for any trouble and frustration that this has caused you.Best regards,

Complaint: [redacted]
I am rejecting this response because: Myou account is not $72.00 past due. I have the credit card statement to show that the amount was charged to my [redacted] on May 9th, 2016. The next payment on June 9th was rejected because I stopped the payment due to the lack of choice home warranty doing their job. Why would I continue to pay on a policy that does not pay on their claims? When the company offered the $495 I told her that I had wanted at least that, and maybe even my premium back, that is when she refused to speak to me any further. She said the cancellation department would contact me and that was 2 weeks ago. No one has contacted me. I would like to know how the inside techs could determine that there was a lack of proper maintenance when they did not see my unit. And the tech that actually came says that it is due to old age of the unit. I would like to see some type of report that verifies why the claim was denied and how it was determined. I would also like a detailed account history, as your company to claims it was not up to date, and at the time, I have detailed records that the account was paid in full as of the end of May.  I want these documents and a full refund of my policy.
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 there was internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  In addition to that, the condenser was found very dirty.  These failures 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.  In attempt to dispute the claim, you sent your maintenance records for review.  After reviewing the records, it was found that they were not maintenance records: One was for a previous repair and the other was an invoice for the furnace.  As goodwill gesture we offered you $200.00 to assist you.  You accepted this offer and your check was mailed and then cleared on 9/26/17.Your policy expired on 10/4/17, therefore no further action will be taken. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],We do regret that you feel as though all Home Warranty Companies are a scam. CHW provides our customers with the policy before the start date to ensure that our customers review the terms and conditions and if they disagree, they are able to cancel for a refund.You are welcome to provide CHW with your routine maintenance records for a review of the claim to see if we can provide a more favorable outcome.  Although this is not a guarantee, we are willing to review them.  Please send them to [email protected] or fax them to ###-###-####Thank you,CHW

Dear [redacted], Mba,   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].   Although CHW hates to lose you as a part of the CHW family, it appears that at your request your policy has been cancelled in accordance with the policy as outlined in 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.   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, your policy began on 5/4/16 and you placed the claim for your AC System on 5/31/16. Based upon your statement, we understand that you had no other option but to place the last date that you remembered it working. However, per our policy Section A. Coverage #3 states that all units must enter the policy in proper working order. CHW does not require an inspection of the home because we trust customers’ to read the policy and follow the guidelines. We expect that all units to be properly maintained and for all units to enter the policy in proper working order. If your unit stopped working the day that you placed the claim, it still did not enter the policy properly.
We have placed a request for our cancellations department to contact you as soon as possible. We do apologize for the long hold times; we are experiencing high call volume.
We do regret your frustration with this claim; however we are in 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]