Bass Services, Inc.

[redacted],You chose to cancel your policy already with CHW therefore we would not be able to provide any type of goodwill.We do regret your frustration with this claim.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] 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 main holding tank of your water heater was leaking and needed to be replaced. 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 as a goodwill gesture, we offered you $250.00 to assist you.  You agreed to settle this claim by accepting the $250.00 on 11/8/2017.  Please allow 30 days to process before the 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

Complaint: [redacted]
I am rejecting this response because:  My washer was working fine until 3 days before I reported the claim.  I did not state at any time my washer last worked on 01/01/16, that is a false statement. Secondly if my dryer was working in the time frame my coverage was active it should be covered.  Every component on all types of machines are in the process of failing at some point.  If the business is not going to inspect the appliances before issuing the coverage or present in my home to witness when it fails, using the existing condition could be used as they see fit not reality of the problem.  The pump in the washer had a sock stuck in it and that is what caused the problem per the technician they sent out.
Regards,
[redacted]

We are not able to cover the claim as we have stated several times.  We offered you a good will gesture not to cover the unit but to help you with the repairs or replacement.  We do not expect a customer to stay with a company that they do not feel is fair, therefore, we offered you your money back. CHW is not obligated to offer anything to you for this unit because it is not a covered item.  The compressor shorted and that happens over a long period of time, longer than your policy was in place (less than a month).  We have offered to refund you the amount that you paid for the policy $135.00 in total ($33.75 a month) or the $500 as a goodwill gesture.  It is up to you if you would like to accept either one or none at all.  CHW has gone above our guidelines to assist you with this claim.Regards,Tracy

This claim was processed in accordance to the terms of the CHW policy. Under the terms of section Letter F, Number 19, secondary damages are not covered. The damage was already done since the compressor had failed and the Freon was low. Not only was the Freon low, but the unit was shorted, windings were bad. If you believe there was an error on behalf of the technician, please contact that company directly as we are not responsible for any negligence done by the technician. 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…” Please note that your coverage start date was April 2, 2017; you advised that the last time your system was working properly was April 20, 2017.  These failures could not occur in that short lifespan of the policy.  Per our policy, Section Letter A, Number 3, all systems, appliances, and components must be “in place and in proper working order on the effective date of this home warranty contract.” 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 had accepted the offer of $350.00 to go towards a new unit. CHW does reserve the right to offer cash in lieu of repair for a unit.  Please see Section F. Limitations of Liability #16.The amount that you had accepted was actually the national whole sale cost that we would have paid for the unit to be replaced.We do see that you have chosen to cancel your policy with us, therefore we are unable to provide you with any further funds.   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. We regret to hear your frustration.  Please understand that the free 6 months that were given to you, is not added when calculating the refund.  Your refund was calculated accurately as you are entitled to a pro-rated refund.  Please see our policy, Section Letter L of Cancellations, as it states: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, 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. We regret to hear your frustration and dissatisfaction with CHW.  In a recent review of your policy, it shows that 95% of your claims were covered.  A review of the water heater claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that the water heater was leaking from the main tank. 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. If you would like to cancel your policy, please contact us directly 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

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 claims, it shows that you had the units replaced and then called CHW to place a claim, you requested a reimbursement form from us.  The invoice that you sent to us states that the units were in fact replaced before the claims were entered.  Per our policy CHW will not authorize any repair or replacement without prior approval. Please see Section C. SERVICE CALLS 3. We has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.Our customer service manager was offering you a goodwill towards the units since we could not approve the claims being that they were replaced for over the amount that we would have paid, they were replaced without our approval and they were replaced without a technician stating that they had to be; CHW does not know if they could have been fixed or not.I am very sorry that you chose to cancel your policy with us and not accept the goodwill offer that we had offered prior to you cancelling.  Unfortunately, since you have cancelled the policy there would be nothing further that we could do for you.Respectfully,CHW

[redacted] ,We do regret your dissatisfaction with the outcome of the claim however upon review of the diagnosis, the outcome for this claim would stand. 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 your policy began on 1/30/16 and you placed your claim for your unit on 1/31/16, this was a day after the policy began.  Also, you stated that the last time working was “Friday” which was a day before the policy began, this shows that the unit did not come into the policy in proper working order.  Per section A. Coverage #3 states that all units must come into policy in proper working order.  Also, Section F. Limitations of Liability #1 states that CHW does not cover any known or unknown pre-existing conditions.On 2/6/16, we see that you had spoken to our customer service department and we offered to allow you to use the reimbursement option.  Our reimbursement option which states that you must have the technician contact our authorizations team for approval before any work was to be completed.  We do see that the authorization team was provided with a diagnosis of the system but we did not provide him with the “okay” to proceed with the repair.  We thanked him for the diagnosis and explained that we would have to contact the customer to provide the outcome of the claim because this was not covered.We do see that CHW has offered a goodwill gesture to you for this claim in the amount of $125 to assist you even though this claim should and is not a covered claim per the terms and conditions of the policy. We can offer to provide you with a full refund of the policy if you do not wish to accept the goodwill gesture of the claim.  Your full refund would be $80.00.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

[redacted]You have paid a total of $487.50 into the policy and CHW has paid a total of $373.00 for your claims.  We are offering to provide you with a refund of $114.50 which is the total paid minus the total paid out.  If you do not wish to cancel, you are welcome to send in maintenance records to our company to have them reviewed by our authorization department.  Once they are reviewed, if they do show that the unit was properly maintained, we will be able to assist however if they are not proper routine maintenance records, we will not be able to assist.Please contact us at ###-###-#### if you would like to speak with one of our managers.Thank you,CHW

[redacted]We do regret your frustration however this claim is not something that is covered by our Warranty company.  Please feel free to contact us with any other covered claims and we will be happy to assist. CHW

I do apologize CHW has offered you a goodwill gesture to cover this non-covered claim.  Your unit had failed due to rust or corrosion, regardless of the 3rd unit and improper coverage, this unit was not covered due to the rust. Please see our policy 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.As stated a goodwill offer of $300 has been offered to you, this is the amount that we are willing to pay for assistance to you on a non-covered claim.Thank you,CHW

Dear [redacted],   In accordance with the policy, we do not offer reimbursement for food spoilage as indicated in section Letter D, number 3. We will however, provide you with a refund minus the claims that have been paid out thus far. Please call our customer service team directly at...

[redacted].   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:CHW is not offering an acceptable customer service when requesting a service, they do not respond messages on their website and the waiting time for response when calling for service is over 30'.Also their technicians were rudely answering questions about a plumbing problem, they were demanding complete parts of broken washers and denied to fix the problem because "parts were not properly installed", when those parts were installed when I move to my house almost 4 years ago.Furthermore, they did not consider my cancellation request until I assured confirmation of receipt of the certified letter about it; then, when I called to confirm the cancellation of the contract they were transferring my call from one person to another, I had to call 3 times, and every time the waiting time for those calls were well over 30'.I am concerned that in case I have another problem, I will have to go through same inconveniences originated by a company that only answer calls immediately when you request a quote. I consider that CHW is not responding properly and professionally through their customer service and contract services (technicians); therefore I demand the immediate cancellation of this contract and the respective pro-rated refund.Thanks for your attention,Cesar [redacted]   
Regards,
Cesar [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 there was missing Freon from the unit’s sealed system.  Please understand that this would not occur from normal wear and tear.  Per our policy, Section Letter A., Number 2. CHW only 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 in agreeance.  If you would like to further dispute this claim, you are entitled to getting a second opinion at your expense.  If you choose to get a second opinion, you can submit it to [email protected] for review.  If the outcome proves to be different, 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

Complaint: [redacted]
I am rejecting this response because:
As stated it's set up to make you money. We were told it was a small leak requiring 2lbs. vs. a large leak with almost all freon low, but that's what you are suppose to say [it's part of covering your company]. Yes we will be cancelling both contracts & expect to get back the $80 charged 7/15/16 plus $30 from the initial $80 charged 6/13 [as stated in your policy that we would be charged $50 admin.] We are expecting no more deductions from our acct. and $110 since no services were rendered and we paid tech $45 which he disclosed is his normal service call fee-so don't try to come up with something else, as I'm sure you will. As an offer of good faith you should also include the $45 service call in the $110. I will be calling to cancel today and hope not to get the run-a-round about funds due back. Thanks for this lesson that others tried to tell me about.
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 we do see that you had placed a claim for your Air Conditioning System, we see that there is a leak in the evaporator coil however the unit is still under manufacture warranty.  Per our policy Section F. Limitations of Liability #15 states that CHW does not cover any failures that are covered under manufactures warranty.  We see that we did offer to provide you with a onetime free service call fee and you had declined, you requested the last payment that you had made to us in the amount of $41.56 and CHW agreed.  We refunded you the $41.56 back to your credit card on 3/21/16 when you canceled your policy.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW