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

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 do see that we had approved the maximum amount that we do provide for ceiling fans which would be the cost for the builder’s grade in the amount of $70.  Please see Section D. Coverage #13 that states Note: Builder's standard is used when replacement is necessary.At CHW we do follow our policy and we do expect that our customers do as well. We do see that you had chosen to cancel your policy with CHW.  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 heating claim, it states in the initial claim that the last time you had the unit serviced was “a couple of years ago.”  The technician confirmed this to be true due to his diagnosis of the unit.  He stated it had a bad control board, the control is not sending power to the gas valves or anywhere else within the unit.  He stated the inducer motor is not coming on and the cap motor is bad.This claim is not a covered claim due to the fact that you had not had previous maintenance on the unit and this is the first time you had turned the unit on this season.  You had not checked to see if the unit was in proper working order the start date of the policy.  CHW requires all units to be in proper working order on the start date of the policy as well have the unit properly routinely maintained. Please see our policy Section A. Coverage #3 as well as Section F. Limitations of Liability #123. 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.12. 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.Per our cancellation section L. in our policy, if you would like to cancel the policy, you would be given a pro-rated refund of the policy and charged an administrative fee for cancelling of $50. Please see below: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.We do regret your frustration with these claims however CHW is in full compliance with the terms and conditions of our policy. Respectfully,CHW

Dear [redacted] ,Per the email that you sent to [redacted] M. today, she has provided you with a release agreement for a refund of the policy.  If you would like to accept this goodwill gesture, please send the release back to her and we will provide you with a full refund. 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/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 system had no Freon and a leak test needed to be performed.  Please be advised that your policy coverage start date was 1/22/18 and you placed your claim on 1/22/18.  Your unit would not have leaked out 100% of Freon in the short lifespan of the policy. Per our policy, Section Letter A., Number 3. CHW requires all units to be in proper working order on the effective date of this home warranty contract.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  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

[redacted]All units must enter the policy in proper working order on the start date of the policy.  This is the responsibility of the customer to ensure that this is the case; this is stated in the policy in Section A. #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 also state that we will not cover units that fail due to a lack of proper routine maintenance.  This is in section F. Limitations of Liability #12.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 will be happy to review any second opinions that you would like to provide us or any records of maintenance.We do regret your frustration however this claim is not a covered claim by our company.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]   Although CHW hates to lose you as a part of the CHW family, it appears that at your request your 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 [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: Mr. CHW.
Thank
you for your swift response to this issue.  I am rejecting your response
for reasons your company has failed to comply with any of my requests I have
submitted via your "Customer Portal", email and numerous phone call
only to be left with no response.  I made initial contact with your
company over a month ago, during which time, our pipes were slightly
leaking.  At this time, our pipes are leaking at a more steady pace
requiring the pool pump to be shut down due to the erosion the water from the
leak has caused and water waste itself.  All this could have been
avoided had your company held your end of the contract which I am well
aware of ALL the details.  You're pitching to me of how you consider
"Piece of Mind" and affordability?" I think I'll walk from your
service pitch and seek a relief.
Sir,
please be advised, with your quotation and mission of affordability, piece
of mind is a misleading statement on how I have been treated. Because of the
neglect Choice Home Warranty, damage has been caused (Erosion to foundation,
water waste, pool not being in operation).  Your mission sounds like it
has been aborted.  With that being said,  I will now make it my
mission to follow through with this matter using my own methods to get ALL my
monthly payments refunded.  I will be forwarding my timeline photos and other
information to the appropriate entities to pursue such action. 
Regards,
[redacted]

[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]To CHWThru Revdex.comNJAT THIS TIME I WOULD LIKE TO EXPRESS MY APPREACTION  TO THE Revdex.com MS. [redacted] and the CHW representative . And for clear understanding and facts Title in the CHW Book Servicen agreement section (b) I was past the 30 day period. Furthermore it was found that my washer was not broken. In fact CHW counterparts mis diagnosed  my machine, which was fraud. CHW took money from my account for 2 months. CHW 's apology is not needed but there full correction of the transgression against me and my family would be appreciated .CHW  took $90.00 from me and its cohorts took $60.00, making CHW RESPOSIBLE for $150.00. In addition the account that was mine, when CHW debited my account is no longer functioning it was compromised. My new account and card number is [redacted] expire [redacted] thank you for your cooperation in resolving this matter. J. [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/user-agreement/. 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 pump failed and was not pushing enough water and the lower rack had broken arm; they both needed to be replace.  CHW covered the pump, however, the rack was not covered. Per our policy, Section D, Number 11, CHW does not cover “…Racks - Baskets – Rollers...”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. 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]t.   A review of the claim shows that you have reached a mutual agreement with CHW and there was assistance offered to pay for the claim. CHW is currently awaiting your signed documents. Should you have any questions, please call the customer service team 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 our web site at [redacted]Upon review of your policy, I do see that HWA has paid out for both claims that you have had.  The total amount of paid claims for this policy is $379.04.  You purchased the policy in the amount of $375.00 and per the policy Section L. Cancellation it states that by breaking the agreement with HWA, you will be charged an administrative fee of $50 as well as paying back to the company the amount that they had paid out on claims. Please see the policy section below:L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. You maycancel 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 HWA.This contract shall be non-cancelable by HWA 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 HWA 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 $50administrative fee and any service costs incurred by HWA.All cancellation requests must be submitted in writing.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as cancel for a full refund within this time period.  Per our policy Section A. Coverage #3, CHW does expect all units that come into the policy in proper working order.Best regards,CHW

I am rejecting this response because:
It has been a few weeks now and I still have not received my refund..
Regards,

Complaint: [redacted]
I am rejecting this response because: They are lying. This so called manager was the absolute WORST experience the whole time. She is the one that enjoyed my frustrations and basically treated me as if I were at her mercy. And yes, I was. I still am and I just don't have the strength to do this song and dance with them. Fine I dont get a washer... whatever. I do NOT want to ever deal with these people again. Neither will any of my friends and family. I dont want their service after an experience such as this one. I want out of this and want a refund for the remaining months 
Regards,
[redacted]

[redacted], Thank you for your response however CHW is not able to provide you with a full refund as well as a covered claim.  We have offered to provide you with a full refund of the paid policy providing that you sign the release agreement that was sent to you. Please note that CHW does not cover failures that are related to replacement of the water heater.  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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, I do see that CHW was able to provide you with a goodwill gesture for your claim in the amount of $400.00.  The technician advised us that the dual cap was bad and needed to be replaced after that was fixed, we see that he had to return to the home and it is documented that the reversing valve was bad and that too needed to be replaced.  Per our policy Section D. Coverage #5 excluded is “…valves…”. The second issue with the unit was the compressor and it was again documented that the reversing valve caused the compressor to overwork, over-amp and over –heat.  Per our policy, this is considered to be secondary damage and not a covered claim.  Please see Section F. Limitations of Liability #19.We do apologize for your frustration with this claim, we are happy that we were able to provide you with a good faith effort to assist with the claim.  We are not able to assist with the rest of the claim due to the restrictions of our policy.As an extra good will gesture we can provide you with a onetime free service call fee for your next claim.CHW is in full compliance with the terms and conditions of our policy.Respectfully,CHW

[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] All of our information was sent to you upon your start date as well. You did receive a hard copy and an email with the policy’s terms and conditions.Upon review of this claim, I do see that it was a non-covered claim and CHW has agreed to provide you with a goodwill offer in the amount of $150.00.  We do apologize for the mishap that had happened but unfortunately we are not able to cover the cost of the non-covered claim due to the check not being sent out on time.  We do see that the check has been mailed and you should be receiving it shortly.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  Best regards,CHW

Complaint: [redacted]
I am rejecting this response because:on 6/22/2016 I had my a/c system maintenanceed and tuneup by an a/c company called [redacted] I sent a copy of the service to CHW also on 6/12/2016 when I was talking to one of CHW sales person named sara ramos I told her I want to cancel my contract because they have too many ruls and exclusions like maintenance is requied and it seams to me it will be almost imposable to get any thing coverd with these ruls and exclusions she told me that we dont requier maintenance but we ask you keep you appliances in good working condition my system was working fine and when the temperature in arizona reach 116  or more thinks get brooking  the fact is this company is a  scam and fraud the pepole work thier are a can artiest they will say any thing to get people to signe up with them  and after they get the mony they will find alot of reason to denie the claim the fact that there is thousand of complaints and unhappy customers proof that they are scam and dishonest busines   am having a law firm looking up to my case and hopefully soon will sue in court .
Regards,
[redacted]