Bass Services, Inc.

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 . I just want to ensure that I am getting the $116.00 and the$45.00 service call refunded, and the reimbursement for the heat sequencer of $198.72.

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, I do show that the claim was not covered due to a lack of proper maintenance.  I do also show that CHW provided you with a goodwill gesture of $300 towards this claim as it is not covered.  You stated that the unit had failed due to a power surge and per our policy, Section F. Limitations of Liability #8 states that CHW is not responsible for repairs related to power surges.We were happy to assist with the goodwill gesture but we would not be able to cover the claim as your technician stated it was due to a power surge and our inside technicians received a report verbally stating that the unit lacked proper maintenance.As per the claim, CHW is in full compliance with its terms & conditions.  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 our web site at [redacted] Upon review of your claim we do see that the failure that you had was that the evaporator coil had a restriction that caused the unit to seize.  Per our authorization team, this is a lack of proper routine maintenance.  Per our policy, Section F. Limitations of Liability #12 states that we do not cover failures that are caused by a lack of routine maintenance. If you feel as though this outcome is incorrect, please submit routine maintenance records to us and we will review them.  Please submit them to [redacted] 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: I purchased this warranty to ensure that, like you said, I had piece of mind for my home appliances. When your salespeople sold me this warranty, I was never warned that there was a chance my appliance would not get fixed. I went through and read through the INCLUDED appliances and what was covered. I seemed pretty happy. I read through as much of the liabilities and limitations I could handle and understood as much as I could. Just mostly figured things like vandalism, not caring for my appliances by cleaning and regular recommended maintenance practices were not covered. This liability hidden in the middle of limitation #19 in the middle of the paragraph hidden in one sentence ensures that I can not keep this warranty service. All these new appliances have computers and mechanical devices working hand in hand. One item shorting out another item is going to happen. It's not a freak thing. I can't trust my home in your hands due to that one sentence. One free month of service or a service call doesn't pay back the damages I've incurred due to this. Thanks for the gesture but I respectfully decline.
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.  This was a partially covered claim.  Based on the diagnosis that we received, it stated that capacitor was faulty and caused casing fan motor to fail.We covered the capacitor, however per our policy, Section Letter F, Number 19, CHW is not liable for secondary damages.  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel.  If you would like to cancel your policy, please contact our Customer Solutions Department at ###-###-#### Monday-Friday 9AM to 6PM EST.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 this resolution is satisfactory to me.
Regards,
[redacted]the persons name is [redacted] of whom I am owner financed andam purchasing the home from. It is my money that purchased this policy.

We do apologize for any frustration that this claim or policy has caused you.  CHW has given you a goodwill gesture of a full refund and we have cancelled your policy.  CHW does not normally refund a customer an entire policy once they have placed a claim. Again, out of good faith CHW did give you a full refund and we do apologize that you were not happy with the service or coverage we were able to provide. Respectfully,CHW

We do apologize that you were misinformed, you were not charged $50 to cancel the policy.  I have reviewed your account and see that the full amount that you had placed went back as a refund to your credit card.  If you have any further issues, please contact us.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 [redacted]   Upon review of your claims it appears that they were both processed in accordance to the policy at CHW. The first claim placed on 8/6/16 for the plumbing system was not covered. At outlined in the policy section Letter D, Number 8, pressure reducing valves are not covered. The second claim was placed on 8/15/16 for the Air Conditioning System. The diagnosis from the technician that the unit was shorted to the ground and the compressor wouldn’t start from overheating and excessive pressure and other failures led to the determination that the claim was not covered in accordance to section Letter F, Number 12 of the policy which 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”.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:
Thanks for your follow up. I rejected the offer of $200 form Choice home warranty because frankly I find it insulting. The cost of replacement is approximately $10,000. I would accept at least half of that amount if they feel that they do not want to cover the full cost.They are so dishonest with their customers, when they want you to sign up they promise the world. They make excuses to replace itemsPeace, [redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: if I'm paying for a warranty, it shouldn't be a problem with fixing the item if it's covered. Also, the item should be covered if fixed. Point blank this Is the first and only Warranty company that says that they'll covered repairs but only  a certain amount and if so the item will not be covered again. This is by far the worst Warranty company. If I've learned anything, I've learned that cheaper is not necessarily better. Thanks for the explanation but I know the issues I've encountered just because I've decided to go cheaper with Choice. Never again!
Regards,
[redacted]

Dear [redacted],Your original complaint stated that CHW will not reimburse you for the repair that you had completed on your unit.  Our policy clearly states that we will not provide funds towards customers that do not have authorization for their claims.The “estimate” that you did provide us with, we explained will not be a covered claim under our policy. We do regret your frustration however CHW is in compliance with our terms of our policy.Thank you,CHW

Dear [redacted]We do apologize for the inconvenience this may have caused you.  We have contacted our IT department to remove your information from our do not call or email list.  Please allow one week your information to process. If you continue to receive solicitations, please...

forward the email to us at [email protected], so we could revisit the issue. 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 breaker in the disconnect failed and needed to be replaced.Per our policy, Section Letter D, Number 7, CHW does not cover disconnects/sub-panels.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were you were not satisfied. We strive to provide the best customer experience, therefore, as a goodwill gesture we have added 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

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 12 in which CHW is not responsible for repairs related to lack of maintenance. Although CHW doesn’t require maintenance records, we invite you to send them for review of your claim. You can send this to [email protected].   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Per your request, we have provided you with a full refund of your policy in the amount of $1100.00 that was placed back onto your credit card that you signed up with us.  This was placed back onto the credit card on 9/16/15 and therefore, we are not able to assist you with this claim.  CHW has provided this to you as a goodwill gesture as it is against our policy and your policy has been cancelled, again per your request.Thank you,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 your claims show that the claims in question were handled in accordance with the policy. The issue with the stove was diagnosed, however, it was not able to be repaired due to the condition of the stove. Section Letter F, Number 9 of the policy states, “We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color”. As a result you were provided with $300 in April 2016 towards the purchase of a new stove. The claim for the plumbing system in which you had an issue with your toilet was diagnosed as the flapper needing to be adjusted, however, at your request, you wanted a different technician to come, which was done. CHW apologizes if it took longer that you expected to have the issue resolved. For future references, please know that CHW offers to customers the reimbursement option in which you can select the technician that you would like to complete your work and the technician will be reimbursed at CHW rates and that prior authorization is needed to handle the repair. The CHW customer service team can provide you with the full details on this option should you desire to learn more about it. They can be reached at ###-###-####. The final claim in your complaint is the claim for the ductwork in which the technician did come to diagnose. The ductwork jacket and insulation was deteriorated and needed to be replaced. Section Letter F, Number 14 indicates that this is not covered. CHW apologizes that your needs haven’t been met throughout the policy. There are many customers that are happy with the services that have been provided. The goal is to offer the customers peace of mind and there are many that have received this. It appears that the other claims that you have placed have been successfully processed. Please feel free to call the CHW customer service team with any questions.   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.We are very sorry for the experience that you have had.  We have updated your account so that your payment has been skipped and your policy is up to date.  You were in past due status and we would not have been able to send out a technician if this was the case.  We have also had our dispatch team send out a technician that will be contacting you today (October 29, 2015) to schedule an appointment. The service call fee has been waived as well.We do hope that your experience with us is much better and we do hope that your issue gets resolved.Respectfully,CHW

Complaint: [redacted]
I am rejecting this response because: I believe that CHW causes more frustration that they should have. When I was offered money for my dishwasher and I declined it was not made aware that a third tech had to inspect my unit. It was told to me that CHW would contact [redacted] and have them order the parts. CHW is giving me the runaround and now, I have no guarantee that after the tech visit tomorrow that my claim will be approved. Based on what I'm seeing on the Revdex.com and my interactions with CHW my claim will be denied. This company is a fraud. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:at the time of contract the compressor was working. 
Regards,
[redacted]