Bass Services, Inc.

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

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,

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

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 your claim, CHW has explained that this claim is not a covered claim and as a good faith offer, we have authorized the technician with $250.00 towards the repairs. We do see that CHW has sent the technician back to your home and again provided our goodwill of $250.00. Please contact the technician for the remainder of the repairs to be completed at ###-###-####. 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.
Because they Finally approved my claim, however there was never any VOICE message left for me.  They never contacted me via the phone or email to let me know that my claim was approved, even when a manager said I would receive a call in 5 to 10 minutes about the approval.  Their costumer service is STRONGLY lacking in some of their departments.  They were right that a claim was put in but they really don't go the extra mile to help people out or act like they care if they last in the business world. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
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 handled in accordance with the policy. CHW doesn’t require maintenance records, however, if the claim is not covered due to lack of proper routine maintenance, customers are invited to share the maintenance records to have the claim reviewed. The boiler may have been functional but based on the diagnosis it wasn’t cleaned. The boiler was full of soot and has flame rollout/blowback. Section Letter F, Number 12 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”. This section indicates that the maintenance should be pursuant to manufacturers’ specifications. The documents that were submitted to CHW indicates that there was an invoice for a repair, not maintenance that was done on 10/12. As a goodwill, CHW agreed to send another technician to provide a second opinion, which confirmed there was a lack of proper routine maintenance. CHW also offered as a goodwill gesture to assist with the repairs of the non-covered claim by offering $250 and it was declined. In the event you would like to accept the goodwill of $250 that was offered, please call the CHW customer service team directly at ###-###-####.   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/useragreement.com.Upon review of your claim, we did explain that the serial number that was provided to CHW is a counter top unit.  The difference of a counter top unit and a built in microwave isn’t that it is just built into the wall as yours is.  The built in units have more functions than a normal microwave unit does, it has ventilations on the bottom rather than the side. Also there is a huge price difference for the two.  The counter top unit can be purchased for the amount that the tech would fix the unit for, a built-in microwave’s cost would be a lot more; these units run more due to the functions that they provide.I do understand the confusion, please understand just because the unit was placed into a space in the wall doesn’t make it a built in unit.  The serial number that you have for your unit does show that this is a counter top unit. Please see the site that I have found by placing your serial number into google; you can see the unit that you have and see that it is not a built in unit.http://products.geappliances.com/ApplProducts/Dispatcher?REQUEST=SpecPage&a...⇄ always urge our customers to read our policy and if you have any questions to please contact us as we will be happy to explain any included as well as excluded items. CHW is in full compliance with our 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].   The release agreement has been signed and received and the payment was authorized in the amount of $1386.00. As indicated via email there was an error in processing the payment in which it didn’t arrive in the 30 business days. However, the check has been mailed. If there are any questions, please call the customer service team 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]
* Upon review of your claim it appears that your claim was processed in accordance to the policy section Letter D, Number 4 which indicates that leak detection tests are not covered. Also in the policy Letter F, Number 1 which states “….malfunction or improper operation due to rust or corrosion…..” is not covered by CHW. CHW doesn’t require inspections before providing coverage as there is a 30 day period between the sale date and the effective date which is meant to allow the customer an opportunity to be sure that everything is in proper working order. Continued proper routine maintenance of the unit would expose leaks and other issues of the system. Section Letter F, Number 12 of the policy 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”. Based on the coverage that is provided and the exclusions outlined in the policy, rust and corrosion aren’t covered. Please accept the apologies of CHW as it is not a practice to have representatives that are rude and this is not acceptable at all. Although all of the calls are not recorded, many calls are and CHW will review the records in an effort to locate the call and handle the matter accordingly.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Per our policy, Section F. #1 states that we do not cover any known or unknown pre-existing conditions to the policy. You placed a claim for your Pool and AC a few weeks after your start date of the policy.  We are not able to cover the claim for either one of them due to the policy.If you would like, since we are not able to cover the pool issue for you; we can provide you back the extra cost that it did cost you to have that coverage.As a good will gesture we would be happy to assist you with the refund of the pool coverage. If you would like this, please contact us and we will provide it for you.Thank you,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]

[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]We regret to hear your frustration and dissatisfaction with CHW.  Please understand that our Sales Team cannot authorize a transaction without the customer’s permission and credit/debit number. Please note, your policy has been cancelled as of 9/13/2017 and your refund...

in the amount of $125.40 is currently processing and will be refunded back onto your credit card.  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 effective date of the policy was 6/2/16. A claim was placed for the Pool Spa and CHW was informed that the last time it was working properly was 5/30/16, which was prior to the start of the policy. After CHW made you aware, CHW was informed that the last time it was working properly was 7/4/16 and a technician was dispatched. The diagnosis was that the heater was not working, the unit burned out all the wiring and control board. These failures would have been prevented with proper maintenance. As such, based on the policy, section Letter F, Number 12, this is not covered. CHW received documentation that was not sufficient to demonstrate that there had been routine maintenance. The documents that were received didn’t indicate flushing of the lines or cleanings that had been done.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],We regret to hear your frustration.  Please be advised that this claim is still pending.  Once we receive an update, we will contact you.  As a goodwill gesture we have added a onetime free service call fee onto your policy.  This can be used on your next...

claim. 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 NOT satisfactory to me. I am not looking for a monetary band aid. I once again request that you honor your own statements from the information you have provided. 
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration and your wish to cancel.  Although you are not entitled to a full refund, as a goodwill gesture, we will honor your request and issue you a full refund in the amount of $400.00 and cancel your policy.To accept this offer, please find attached release agreement. Kindly sign, notarize, and return the documents to the attention of “Consumer Advocates” and also include your policy number.  You can return the document by email, fax, or mail.  Please note faxing does take 24 hours to upload into our system.  The fax number email and mailing address are listed below.Email to: [email protected] to: ###-###-####Mail to: [redacted]  Regards,CHW

[redacted]We do regret that you are so upset with the outcome of this claim, we do see that CHW has offered to assist you with the claim itself however you have declined our offer. Although CHW has paid out on your policy, we are willing to provide you with a full refund of the amount that you paid for this policy.  If you would like a full refund of the $400.00, we ask that you contact us at ###-###-#### and we will send you an agreement, once that agreement is signed and sent back, we will process the refund.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 they were handled properly. CHW provided you with the reimbursement forms to have the dryer claim processed and the information was not received. The claim for the air conditioning unit was not covered according to the policy. Based on the diagnosis received, the compressor on your air conditioning system failed due to the internal windings that had shorted to the ground. This is a failure that occurs from overheating. This is not something that occurs from normal wear and tear. Section Letter A, Number 2 of the policy indicates that CHW is not responsible for repairs related to normal wear and tear.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW