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 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

[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]

Dear [redacted],   Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback...

very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   Upon review of your claim it appears that your claim was processed in accordance with the policy section Letter F, Number 8, which indicates CHW is not responsible for repairs due to rust and corrosion.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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

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

We do apologize for the frustration of this claim, this electrical shortage that you had in your refrigerator is not a normal wear and tear of the unit. Per our policy we only cover normal wear and tear and an electrical shortage is not a normal wear or tear that happens to units.A. COVERAGE 2. Become inoperative due to normal wear and tearWe do apologize again but we are not able to cover this claim.  We do appreciate your feedback as it helps us improve our customer service. Respectfully,CHW

Dear  [redacted],   Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback...

very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted] I apologize that you have been receiving solicitation calls. I have sent a request to have your name and all information removed from the distribution list.   Regards, CHW

Dear [redacted], Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at [redacted] We do regret that the technician did not follow the proper protocol however we have spoken with the technician and he does understand that he is not to contact you for any type of payment.  He understands that he went against the policy and completed the work without your authorization and ours. We also regret that you chose to cancel the policy with us, however if the technician does contact you, you can advise him that he was not authorized to complete the repairs.  CHW did not sign off on this repair since an authorization number was not provided to him and since you stated that you did not sign anything, you would not be obligated to pay either. This is completely the technicians negligence for not reviewing the agreement that he had with CHW.  This technician is no longer a vendor with us, as we do not want this to happen again. We appreciate your advising us and your feedback.  We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.   Regards, CHW

CHW apologizes, however, CHW is not able to provide payment of any invoices of accounts that are not active. This policy has been canceled. If the second opinion has been brought to the attention of CHW prior to canceling the policy, it could have been reviewed.   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. 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 were multiple leaks on the unit which resulted from a lack of proper routine maintenance.  In addition to that, there was a rusted accumulator.  Please note that the pictures we received also confirmed these outcomes.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...” Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.If you would like to further dispute this claim, please understand that you are entitled to a second opinion – at your expense.  If you choose to move forward with a second opinion, please submit your technician’s diagnosis to [email protected] for review.  If the diagnosis shows a different outcome, we would adjust the claim accordingly.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

CHW outlines in the policy section D, Letter 4 that leak detection tests are not covered. It is not a requirement to obtain the leak detection tests from the company that was sent to represent CHW to diagnose the problem. The customer is able to provide the results of the leak detection test to CHW or the technician that has been assigned in an effort to have the problem fixed. The leak detection test is used to isolate where the leak is coming from and determine the solution. CHW needed the technician that you decided to use to provide the results of the leak detection test.   Regards, CHW

Dear Mr. [redacted],We do see that you have an agreement with CHW and you will be receiving the max amount per the policy of $1500. You will receive the CAP out pricing from per the agreement.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
I wish to make a public statement pertaining to this claim.I was told by email that CHW sent the replacement check in the amount of $350 on February 23rd, 2016, this is actually 30 days after the initial claim which was January 23rd, 2016.When the check had not arrive by the middle of March I called and I was told by CHW that a replacement check in the amount of $320 (CHW kept $30 to replace the check) would be mailed the next day and I will receive it within 7 to 10 business days. I called CHW again March 25th to report I had not received the replacement check in the amount of $320 and I was told by a representative that it was just mailed. I explained that the check was supposed to have been mailed on or around the 10th of March and it has been about 15 business days, the rep started stuttering. March 30th I finally receive a check for $350 (the full amount). According to the date on the check and manual postage the check was hand mailed on March 28th, 2016 right after I contacted the Revdex.com.So I called CHW to ask what happened? is this check good? or is it the one you put a stop payment on? and I was told by the manager she would call me back, that was about 7 days ago.Anyway I cashed the check and it did not bounce....I just cannot believe such a large organization puts it customers through so much BS, its ridiculous.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This cantract had almost 2 years left on it. there was only one claim paid. 227.00. I paid 1050 for this contract. How does a company take 50% of the costs saying they followed the contract. They refused to pay for the last service fee stating "It wasnt covered under the warranty" If I had waited for their service person to show up 3 days later  they would have paid the service fee. They are just a bunch of thieves hiding under a bunch of hidden "wont pays" 
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 do see that you placed a claim for your AC unit. It was advised to us that the dual cap was bad, the compressor would not pump at all and the valves were not working. The unit was vibrating so badly that the unit was coming off the pad. The CFM had a label that burned off due to overheating and the coils were poorly maintained. With receiving this diagnosis, it is clearly shown that the unit lacked proper routine maintenance.
Per our policy, Section F. Limitations of Liability #12 states that all units must be properly maintained per the manufactures specifications. You stated in your complaint that you provided CHW with maintenance records however there were no records received.
Please provide records to [redacted] and our inside technicians will review the records to ensure they are proper records according to the ACCA. Once received these records from a licensed technician, we will be able to move forward and review the claim again.
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:  Dear Choice Home Warranty, Please look up the Samsung Manufacturer's recall for yourself for my machine. The recall IS NOT related to the issue I am having. The recall was related to some machines opening while being in use. It was a safety issue and NOT a failure to spin and engage through the cycles.If the "heavy blankets" was an observation made by technician Maurice from [redacted] then that is a LIE. That technician is not mentally stable and repeated to me over and over that "HE IS THE TECHNICIAN and I need to listen to him. " He also told me the issue was the "sensory board or computer and also told me that he knows Choice and they are an insurance company and I would get more money by going through Samsung. I was not aware of the reason for the recall till I called Samsung, who told me that the recall has nothing to do with my issue. That technician is more concerned with keeping his contract with you than speaking the truth for the customer.  The second technician you sent out observed the machine not spining as well as taking in water doing the spin cycle. I have 2 videos of this and I also left the clothes in the washer so he can see for himself. I can send you the videos so you can see that the machine was NOT overloaded.  The washer should be covered as it was normal wear and tear. I was willing to take $500.00 when I spoke to Arkim, the Choice manager. My machine was around $800.00. I was willing to make  a compromise with Choice but he said he can't offer more than $300.00.  What am I supposed to buy with that? You should cover the entire cost to replace my washer, and not a partial cost and give me the excuses you just provided. Do the right thing for your customers, Choice. I  will accept $500.00 (and  no less) as a gesture, of cooperation and good will.
Regards,
[redacted]

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that the 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 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 there was rust and corrosion and the system was low on Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.  You decline to get a leak test. 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 $350.00 towards the non-covered claim.  You accepted this offer and cashed the check on 7/31/2017.You recently spoke with a Customer Solutions Specialist and requested to cancel your policy.  At your request, your policy was cancelled on 8/31/2017.  Your pro-rated refund in the amount of $849.96 will be processed and mailed out in the form of a check. Please note that no further action will be taken on the claim, as this policy has been cancelled.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 most recent diagnosis that we received, it stated that thee compressor vales were weak and the filter was partially clogged and the evaporator coil was inaccessible.  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...”  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 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