Bass Services, Inc.

[redacted], When you place a claim, you are speaking with a customer service agent.  They are not technicians and cannot advise if a unit is covered or not. We have to understand the diagnosis before we can provide an outcome of the claim. The technician that goes to your home has to speak to our inside technicians for the claim to be reviewed against the policy to see if it is covered.CHW did not know the outcome of your claim until we have a diagnosis.  We do regret the frustration that you had however you chose to cancel your policy therefore there is nothing further that we can do for you at this time.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 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/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…”In addition to that, please note that your policy coverage start date was August 21, 2017 and as you stated, the last time your unit was working was August 21, 2017.  Your unit would not have failed within the short lifespan of your 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 strive to provide the best customer experience, therefore as a goodwill gesture we have placed 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,

Complaint: [redacted]
I am rejecting this response because:
I was unequivocally and clearly told by your representative that I could cancel the contract anytime. The clause about "mutually agreeble"was not mentioned at all. I was not mailed the policy or the terms. I have called in 4 claims and you have not been able to resolve single one of them. I have spent more than 30 hours on the phone with your reps. You are reusing to cancel my contract because it is not mutually acceptable to you. I am dissatisfied with your service and your fraudelent practice. Your manager [redacted] threatened to sue me stating, " We have 11 lawyers for every one of yours. We will report you to three credit bureaus" When I talked to [redacted] your retention person, about the fact that this clause of cancellation having to be mutually acceptable was not told to me once I signed on, his response was" Well, our sales reps just give an overview".  Your reps are stating that they are willing to " help me out by paying upto a 1000 dollars now". I refuse to accept any "help" from you. This has been a frustating experience. I do not want to deal with dishonest and intimidating people. Please cancel both my policies and refund the amount.
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. Upon review of the policy that was purchased on 6/22/15, you were provided 30 days to review the terms and conditions of the policy.  The policy then began on 7/22/15, after the 30 day grace period that allows you to review the terms and conditions of the policy and ensure that all the units or appliances in your home are in proper working order.On 8/11/15, you placed your first claim for your AC System and although this claim would not be a covered claim, CHW did provide a goodwill gesture to you and provided Freon to the unit in the amount of $205.00.  We did explain to you that this was considered to be a pre-existing issue since the policy had just begun and having a loss of Freon as such does show that the unit did not enter the policy in proper working order.  We explained to you that you must have proper routine maintenance completed by a licensed technician on a routine basis as specified by the manufacture.CHW than assisted you on two other claims until you placed the last claim for the AC again on 4/18/17.  You stated that the unit wasn’t cooling. CHW did provide a technician to your home to provide us with the diagnosis.  The issue that you had in 2015 was still an issue at this time.  The evaporator coil was leaking Freon on the end plate on the U-Bends.  Had this unit been properly maintained by a licensed technician, this would not still be an issue that you would be having.  This shows CHW that the unit was not properly maintained as specified by the manufacture warranty.We welcome you to provide us with routine maintenance records. As it states in our policy under Section F. Limitations of Liability #12:“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 routine 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. In the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request routine maintenance records in reviewing its decision.”Please send the routine maintenance records to [email protected] and we will be able to review and resubmit the claim to our authorization department.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards,Choice Home Warranty

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 the claim was processed in accordance with the policy section Letter F, Number 12 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. The technician advised that the compressor was grounded and tipping the breaker and can’t be fixed. Although CHW doesn’t require that routine maintenance records are sent in, you are invited to send these in to have your claim reviewed in hopes of a more favorable decision. Records indicate that your information has been sent in. Please allow 24 to 28 hours for this to be reviewed.   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 both units were found with impacted coils and there were clogged drain lines.  These failures caused the compressor valves to fail.  Per our policy Section Letter A, Number 2,   CHW only cover failures that “…Become inoperative due to normal wear and tear…”Please understand our policy where it states in Section Letter C, Number 4, that you will pay the service call fee per claim.  We strive to provide the best customer experience, therefore we will place a onetime free service call fee for your next claim.  CHW does not offer the technician’s invoice however, if you would like an invoice, please contact [redacted] directly at ###-###-####We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Our checks are computer generated and once authorization is placed, it does take 30 business days to dispense.  I will place the authorization for you today and you will receive the check there after.I do apologize that you feel as though CHW or I am withholding any information from you.  We will process your offer today.Thank you,

[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] Although I received this message and appreciate the quick reply from their complaint department it doesn't excuse the fact that the customer service is terrible and they continue to hang up the phone. Please train or hire more staff if they aren't able to handle the case load of calls. Please try out your new service verses having your agents tell the customers that they can't handle the new service that y'all installed. Furthermore, Choice Warranty situation should never become the customer situation no matter how difficult it may be.

[redacted],CHW requested in our previous response that if you would like to cancel your policy that you would have to call the company to cancel. CHW has provided you with the number to call and cancel the policy.  Please contact us at ###-###-#### and ask to speak with our cancellations department.  They will be able to assist with the cancellation of your policy.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 claim it appears the claim was processed in accordance with the policy ans you have opted to take advantage of the goodwill gesture payment in the amount of $450. The check has been processed and mailed. Your complaint indicates that you would like to cancel your policy with CHW and a request has been placed to ask that you receive a telephone call regarding this. The cancellation request was referred to as being “denied” based on the policy, section Letter L, Number 4 which states, 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. Please accept the apologies of CHW if you were treated in a manner less than professional. Our teams are trained to be extremely professional and handle all customers in a very respectable manner.   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 claim, we do see that the Air Conditioning claim was not covered due to the diagnosis that was given to us.  We were advised that the unit had a Freon leak that caused the compressor to fail. A leak in the unit causing the compressor to overheat is considered to be secondary damage and that is not something that is covered under your policy.  Please see Section F. LIMITATIONS OF LIABILITY 19. You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages. Your sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less. You agree that, in no event, will Our liability exceed $1500 per contract item for access, diagnosis and repair or replacement.We understand the frustration with this claim and we do not want you to feel as though we are in any way falling short of our policy.  We would like to offer you a goodwill gesture of $200 towards the claim, we are also offering to place a free service call fee onto the policy for any future claims that you might have. We always urge our customers to read the policy as stated it is online for all to view on our website. Please advise is you would like to accept this offer as this claim is not covered but we are willing to assist with a good faith offer of $200.CHW is in full compliance with its terms & conditions.  Respectfully,CHW

[redacted],We do understand your frustration and we do not want anyone to feel as though they were as you stated a “victim”.  CHW is following our policy and we provide the coverage based upon what the technicians advises the diagnosis is.  You as a customer do not have to use the technicians that CHW provides; you can always use your own technician and have them provide us with a diagnois before any work is completed.Since you stated that you want to cancel, we will be happy to provide you with a full refund of the money you paid to us as a resolution.If you would like us to refund your payment to us in the amount of $450.00, please contact us and we will email you a release agreement that states that you are agreeing to a full refund as a mutual agreement.If you would like to cancel without the full refund, please contact our cancellation department Monday- Friday from 9-5pm.We do hope that you accept our good faith effort.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/useragreement.   A review of the claims show that they were processed according to the policy. Based on the diagnosis we received for the plumbing claim, it stated that the kitchen faucet is leaking and needed to be replaced.  Per our policy, Section Letter D, Number 8, it states that we do not cover “…Faucets…” Our Sr. Claims Specialist advised you the outcome of the claim and you understood.   On your first roofing claim, the diagnosis we received stated, that there was a leak coming from the flashing material.  Per our policy, Section Letter E, Number 6, we do not cover “…Flashing…” On the second roofing claim, the diagnosis we received it stated that there was a hole in the roof that went through the shingle and flashing.  This hole was not caused by normal wear and tear.  Per our policy, Section Letter A, Number 2, it states that we cover failures that “Become inoperative due to normal wear and tear…” Our Sr. Claims Specialist advised you about the outcome of the claim, in which you were not satisfied and requested to cancel.   You spoke with our Customer Solution Specialist who advised you that you were not eligible for a refund.  At your request, we have kept your policy opened.   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 I stated before, the technicjan was a crook. I was not affirded the opportunity to get a second opinion. The technician had no clue if my filter was clogged because he never came insode my house. It was a lie and based on assumption. I changed my filter every 90 days. I buy the 6 month filters. In addition, the custkmer service representatives did not give me a full refund and I had the policy less than 30 days. I paid 395$ for the police and I was refunded 270$. How is that fair? I want a full 395$ policy with exclusion of the cancellation fee. That is the least choice home warranty can do for their deployed servicemembers. Afterall I routinely maintained my ac and you dkd nlt honlr the contract. Also, I never hung up on any phone call, and was never offered to provide proof to overturn the situation. At this point I will be satisfied with a full 395$ refund.Regards,[redacted]

Dear Mr. [redacted],We do see that you are currently working with Tracy, our Customer Advocate to help resolve this issue that you have with your Air Conditioning System.  We do see that you have had a technician out to your home after this and she has reviewed the claim with her authorization team...

and has offered to reimburse you for the amount that CHW would have paid for this claim, $ 586.00 plus adding 2 additional free service call fees.  According to our records, we are awaiting for your response to accept the offer.  We do hope that this is resolved and we look forward with assisting you in future claims. Thank you,CHW

On 06/04/15 we had spoken to you and advised you that we did in fact mail out the check for you in the amount of $1500, this was mailed on 5/15/15 authorization number auth[redacted], check number [redacted].  We also advised you that it was mailed to [redacted]...

[redacted].  Lastly, if you have not received the check that we did mail, you have 2 options that we did explain to you:1. you can pay the $35 fee to cancel the check and we will reissue you a second check2. you can wait 90 business days from the date of the check and we will reissue you a second checkOur records show that this has gone out and CHW is not at fault if your carrier did not deliver it to you.  We cannot authorize a second check without cancelling the first and since we did mail the check to the correct address we cannot mail another without one of the 2 options that is stated above.Please advise us of what you would like to do to proceed as we will be more than happy to assist with one of the 2 options above.Thank you,Tracy

I am rejecting this response because:On one side, company is saying technician said it is pre installation.
  And on the other hand technician said, it should be approved that why he break the ceiling.Why I contact with the technician, you ( company) should do it, it was their technician,, not my choice.

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, there have been several claims that were paid. Although the claims may not have been covered fully, in the interest of customer service we have provided you with goodwill payments. These are payments that we provide to our customers to assist in claims that weren’t covered in accordance with the policy terms. There was also a claim that we paid for a replacement toilet under the guidelines of Builder’s Grade materials. Our goal is to always meet the needs of our customers. In the event you have questions, please call our customer service team directly at 1-888-531-5403.   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:
The contract is for the normal service.  I purchase an additional option and asked to see the contraction for the add on Ice Maker.They are referring to the standard contract, not a contract for the Add on Ice Maker.  I want to see that contract but they could not provide it
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. Upon signing up with CHW, customers are able to review the policy as it is stated above it is online for anyone to review. Also, upon signing up with CHW you are provided 30 days before the policy begins to ensure that you fully understand the terms and conditions of the policy.  This time, you are to ensure that all the units in your home are in proper working order. If within this time you disagree with any of the terms and conditions, you are able to cancel with a full refund however; if you chose to start the policy with us, and then you chose to cancel, you are subject to the terms and conditions of the policy in Section L. Cancellations.For the first claim that you placed, it was for the Air Condition system and as a goodwill gesture since this claim was not a covered claim, we did provide $660.00 to assist.For the second claim that you placed for the water heater, on 6/8/16, it was stated that the unit needed to be replaced.  Per our policy, Section D. Coverage #6 states that we do not replace the actual tank.  For the third claim that you placed on 8/12/16, for the oven, you stated that it “caught fire” per our policy not only do we not cover fire damages as stated in Section F. #8 but the failure could not be determined due to the lock which is again not covered.CHW has followed our policy in regards to these claims.  If you chose to hang up and have work done without proper and prior approval, CHW will not reimburse you for that amount because per our policy, Section C. Service Calls, #3 states that we will not provide coverage for unauthorized work completed.In all the claims that you have placed, CHW has process according to our policy.  We urge all customers to review the terms and conditions of the policy and if you have any questions or concerns you can always contact CHW or review the policy.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW