Bass Services, Inc.

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

to providing a positive customer experience and we take all feedback very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted] A review of the claim shows that the claim was processed in accordance with the policy.  This was a partially covered claim.  Based on the diagnosis, it states that the compressor and the ice maker failed.  It also needed Freon to be added.  We did cover the compressor, however per our policy, Section Letter D, Number 3, we do not cover the ice maker or Freon. We informed you about the outcome of the claim, in which you understood.  We offered to cover the repair of the compressor or issue you funds towards a new unit.  You originally opted to have your refrigerator repaired.  When the technician informed you the cost of repair for the ice maker repair and the replacement of Freon, you contacted us to advise that you will take the funds towards a new unit.Upon your request, we have started the process of funds towards a new refrigerator in the amount of $345.00, as of March 24, 2017.  Please all 30 days to process, before your check is mailed out.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 starts on 07/26/15, we see that you placed a claim for your Air Conditioning unit on 7/13/15; this is before the contract starts. Our policy is online and I have listened to the call that you had with Mr. [redacted], he did advise you of your policy number and then advised you that our policy states, that all units must be in working order the day the policy begins.  He went on to say that you have 30 days to make sure that all units are in proper working order and you can go over the policy; if you are unhappy with it you can have a full refund providing it is before the policy beings.I do see that on 7/13/15 when you placed the claim for your Air Conditioning system that we did advise you of this and we did authorize a full refund to you in the amount of $425.00.We do apologize if you misunderstood that the policy doesn’t start for 30 days after payment is received.  Also, that the policy is online for you to see.  We have refunded you for your policy as this would not have been covered due to the fact that the unit failed before the policy started.Best regards,CHW

CHW has offered to assist you with a goodwill payment in the amount of $300 which you have declined. The notes on the claim indicate that you had a second opinion and maintenance records. Please send in the records to [email protected] to have your claim reviewed in attempt to make a more favorable outcome. CHW would really much like to assist you with this and look forward to receiving the documents.   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:technicianI went to the company that makes the washer and they will fix my washer for 245.00 and put a 90 day warranty so that technician is off is rocker.  Thank you both for working with me on this unfortunate issues. 
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,
T[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.  I have reviewed your claim.  Based on the diagnosis that we received, it stated that 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 agreed to the technician performing a leak test on your unit.Based on the leak test results and pictures we received, it stated that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.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.  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. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Mr. [redacted],
Per our policy, Section Letter A. Coverage states that all units must enter the policy in proper working order. You purchased the policy on 7/8/16 and it began on 8/8/16, you placed your first claim with us on the 10th of August which was 2 days after the policy began. The unit failed due to an internal failure which our inside technical staff stated is a lack of proper routine maintenance however this is also a pre-existing failure which means that this unit did not enter the policy in proper working order.
CHW expects all of our customers to review the policy within the 30 days that are provided before the policy begins and we expect that before the policy begins to ensure that all units are maintenanced properly and enter the policy properly. This unit did not enter the policy in proper working order or it would not have failed 2 days after the policy began. If preventive maintenance had been done on the unit prior to entering the policy, this would have been foreseen which it was not. Being that you paid for the policy on a monthly basis and not a yearly basis, you were able to cancel without having to pay the administrative fee that is associated with our policy as stated in Section L. Cancellations. We are only permitted to cancel with a full refund within the 30 days that you purchased the policy. We do see that you did pay for the policy in two payments of $37.92 for a total of $75.84 and before we could ask you to provide any documents to us, you chose to cancel.
We do regret that your claim was not covered however; CHW is in compliance with the terms and conditions of our policy. We did as you instructed and cancelled your policy however as stated above, you are not entitled to a refund.
As a goodwill gesture CHW is willing to provide you back the last payment that was paid to us in the amount of $37.92.
If you would like to accept this amount, please contact our customer service department and advise them that this was offered to you, and we will process the credit back onto the credit card that we have on file for the $37.92.
Thank you,
CHW

For both of the claims that you had, the service call fee was $45.00.  Your refund was correct, you pay for claims that you had covered or that were given to you as a goodwill gesture as the policy states plus an administration fee of $50.  Please see our policy below.L. CANCELLATION This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for: 1. Nonpayment of contract fees; 2. Nonpayment of Service Fee, as stated in Section III; 3. Fraud or misrepresentation of facts material by You to the issuance of this contract; 4. Mutual agreement of Us and You. 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.  All cancellation requests must be submitted in writing. 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 board failed and needed to be replaced.  Please be advised that burn marks were found on the old board – this was due to a power surge.  Per our policy, Section Letter D, Number 7, CHW does not cover “…Damages due to power failure or surge… Circuit Overload”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, you are entitled to get a second opinion at your own expense.  If you choose to get a second opinion, please submit the detailed diagnosis to [email protected] for review.  If the diagnosis is different we would adjust the outcome of the claim accordingly.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 claim it appears that your claim was processed in accordance to the policy and CHW has been attempting to speak with you regarding the payment for the items. Please call the customer service team directly at [redacted].   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 claim, we have noticed that we have been awaiting a response from you after receiving the requested pictures. Please call our customer service team directly for further information. They can be reached at [redacted]   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],We have already added a onetime free service call fee onto your policy from the last response that we had placed.We do thank you for your feedback and we documented the policy.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]

Complaint: [redacted]
I am rejecting this response because: Sigh!  Its a pity where you had fine prints for everything happened in past year and every time I ended up spending money to your contractors or some outside contractors for EVERYTHING!.  All I am asking is just fully refund me since I didn't get any service this year from you because of your fine prints.  I understand you want to protect your business and make money so all of you can get paid which is OK just refund mine so I can go back to American Home Shield.   Also your sales people need to say that CHW is not peace of mind it will take away your peace of mind since you guys behave like a routing center where you route calls and let customers pay for service charge and yearly feels.  I am So So So glad that I didnt bought into crazy talk with your sales guys who was trying to sell me 5 years of service.   If you want to call me you can I am not going to wait on the call for 25 minutes.
Regards,
[redacted]

When providing reimbursement, it is done at CHW rates which include $50 for the wire repair and $150 for the replacement of the capacitor and contractor for a total of $200 which was authorized on 7/31/16. This is something that is being discussed with a manager at this time and you should expect a call back from CHW soon. If you have any questions please feel free to call them at [redacted]. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:  Rejecting because it does not pay me 250 dollars which I paid to your plumbing guy and 1200 dollars for my minor roof leak.  These are already paid under your fine print excuses.  This time AC guy is quoting me 2000 dollars..  
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 the claim was processed according to the policy. The diagnosis that was received was that the gas valve needed to be replaced. However, the part was no longer available. Section Letter F, Number 9 of the policy states, “…If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair…”. Please note, it is not the full amount offered, however the amount of the average cost between parts and labor. As a result, CHW offered to provide assistance in the amount of $200, which was increased by $50 as a courtesy. The claim is one that is covered, however, the part that is needed is no longer available, which is something that can’t be controlled by CHW. CHW is also not liable for the cost of the unit, as there has been an offer to assist with the part that is no longer available as indicated in section Letter F, Number 9 of the policy. The $250 is still available, please call the customer service team directly to have this sent to you at ###-###-####.     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]   A review of your policy shows that the claim was handled according to the policy. The parts that are needed to fix the unit are no longer available. In accordance with section Letter F, Number 9 of the policy, “If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair”. As such, you were offered $235 towards the purchase of a new unit. The notes on the account indicate that at your request, the CHW Purchasing team is looking into obtaining the unit for you. Please call the CHW customer service team directly if you have any questions at ###-###-####.   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]   A review of the claims shows it was processed according to the policy. There was an internal failure on the compressor which was caused due to excess overheating of the compressor from a lack of proper routine maintenance. The system was not properly maintained and this caused the overheating of the compressor and the failures. Section Letter F, Number 12 of the policy indicates that CHW is not responsible for repairs related to lack of proper routine maintenance. As indicated in your conversation with CHW, maintenance records are not required, however, you are invited to submit the maintenance records of the system to have them reviewed in hopes of a more favorable outcome of the claim. You may submit this information to [redacted] and be sure to include the claim number on all pages. At this time, the claim remains non-covered.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

We apologize that a resolution wasn’t reached. If you would like to cancel your policy, please call CHW customer service at [redacted].   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]   The policy indicates in section Letter C, Number 2, “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. The authorized Service Provider will contact you to schedule a mutually convenient appointment during normal business hours”. The claim was placed on Saturday, 9/3/16 and a technician was assigned to the claim on 9/6/16 which was the day after the Labor Day holiday. CHW offers a reimbursement option to customers that will allow customers an option of locating their own technician and being reimbursed at the CHW rates as long as prior authorization is obtained as indicated in section Letter C, Number 3 of the policy. At this time, your claim has been covered.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW