Bass Services, Inc.

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

Complaint: [redacted]
I am rejecting this response because: when I called the company that wasn't the problem. The problem was the fan was not working. So they had to replace the condense fan motor which cost $450 to replace.  That has nothing to do with clogged drain. 
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].   In accordance to the terms of the policy, section Letter L, number 1, we aren’t able to provide you service if there is a nonpayment of contract fees. That was the reason for the delay in processing your refrigerator. The claim for you’re a/c system was not a covered claim based on the diagnosis received from the technician that indicated a lack of maintenance. In accordance with the policy, section Letter F, Number 12, CHW doesn’t provide coverage for this.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear Phyllis [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].   CHW values the feedback shared regarding the technicians that have been hired to assist their customers. This information will be gathered from all of the claims that you have placed and provided to the Vendor Relations manager to handle. It is feedback such as this that is used when re-evaluating the contracts. As indicated in the policy, section Letter F, Number 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”. A review of your account with CHW shows that your account has been canceled in accordance to the terms of the contract and a credit was added to the card on file. If you have 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 Mr. [redacted],
We do regret any frustration that you have endured with this claim. It was not our intentions to upset you or “insult” you. We have noted that there were Customer Service Specialists that were rude to you and we are going to have our Quality Control Manager review over the calls to correct any type of rude behavior, this is not something that CHW condones and we do apologize for their behavior.
In regards to the claim, CHW receives the diagnosis from the technician and our inside technical staff will provide the outcome of the claim based upon the diagnosis, conversation and pictures (if any were taken). This claim would be covered for the primary failure as we stated. We do not cover for issues that are secondary to the primary. This is stated in Section F. Limitations of Liability #19.
In regards to the policy, we are offering you a full refund of the amount that you paid of $400.00, we understand that this policy is not something that you agree with and rather than provide a pro-rated refund, we are willing to provide a full refund.
Kindly contact our office at ###-###-#### and we will send you a form to sign to receive the credit of the full refund.
Regards,
Choice Home Warranty

Dear [redacted],We regret to hear your frustration.  We have cancelled your policy and have started processing your refund as of August 2, 2017.Please allow 7-10 business days until funds are available.Regards,CHW

Dear [redacted]
In recent review of your claim, we received your paid invoice from your technician; based on the diagnosis, it stated that the capacitor failed and needed to be replaced.  We have authorized the funds you paid for repair of the capacitor, in the amount of $165.00.  These funds were authorized on August 16, 2017.   Please allow 30 days to process before the check is mailed out. Your service call fee of $60 will be waived on your next claim. 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 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] You have provided CHW with 5 payments that have equaled $154.15. Since you are very unhappy with our company, we are offering you a full refund of the paid amount that you paid to our company.
Please contact us and we will provide you with the proper information that you will have to fill out to receive the full refund of the paid policy.
Thank you,
CHW

Complaint: [redacted]
I am rejecting this response...

because:After being contacted by Choice yesterday, with no resolution, I decided to wait to cancel because they still only offered me less than half of what I paid originally.  I didn't want to lose that much money, $1,750 vs $803.41 refund for the four remaining years, and supposedly an additional sixth year.  I let them know that I waited until one whole year has passed, and felt like I should be refunded the remaining four years.  They told me since I had multiple years that there was a different contract that I could find online (different from the booklet that they originally sent me) . I went online, and it was the exact same service agreement. Which says "the term is 365 days from the time I bought the policy.  It says nothing about five year policies.  In the cancellation section that they told me to look at, L4.  It says that after 30 day, "you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a 10% administrative fee and any service costs incurred by us. Again, since I kept the contract for the whole year, I feel like the cost they incurred on our behalf should not be deducted from my refund.  If I had only taken out a one year contract, they would not be able to deduct any service costs incurred.I told the man I talked with that I would keep the policy for now, instead of being given the ridiculous amount that they were offering me, but that I had no confidence that if I did have a claim, they would come through on their end of the warranty, and therefore they were a scam!  On the Revdex.com website they had 613 negative comments posted to only 98 positive.  Most of which were for not following through on their agreement.  I would still appreciate your help in getting me the fair amount of the refund that is fair, $1,750 divided by 4, which equals $1,400. Regards,
[redacted]

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 have received a check for $250.00. Please note the date that I have received the check, was after I send the complain to Revdex.com. So CHW owe me $274.99.

Dear [redacted],Per our policy, it does state in Section F. Limitations of Liability #12 that all units need to be maintained per the manufactures specifications. Whatever type of unit you have, you would have to follow the guidelines for that specific make and model to explain that they state that a unit needs to be cleaned by a licensed technician along with the AMP readings, the Freon levels are checked and the system is cleaned with a specific chemical.  This should happen for most units, once per year or it could be as much as once a season however it is stated, is what you should go by and what we go by.We do have the records that you provided us with and they are not valid records showing maintenance done to this unit.  There is no AMP reading, no serial number or model number to show what unit is being cleaned or worked on, no Freon pressure readings, nothing that shows the condition of the blower or condenser fan.After reviewing this claim, we do see that CHW has offered you a check in the amount of $800.00 as a goodwill which you did accept on 9/7/16.We do regret your frustration and happy that we are able to assist you 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 www.choicehomewarranty.com/useragreement. CHW does not condone any rude behavior and apologize for any inconveniences this may have caused you.  We strive to better our business practices therefore we have forwarded your feedback to the Quality Assurance Director who will handle accordingly. 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 was low on Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you agreed for the technician to perform the leak test. Based on the leak test results, it showed that the service valves leaked out the Freon.  We covered the repair of the service valve, however, due to the service valve causing the Freon to leak, CHW is not liable for the replacement of the Freon. Per our policy, Section Letter F, Number 19. CHW is not liable for repairs related to “…secondary damage…”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: On 04/20/2016 I spoke to "[redacted]" who identified himself as a Senior Manager.  "[redacted]" assured me a replacement range would be provided at no cost prior to 04/28/2016.  I have not been contacted since that call, we have not received a replacement and I have made 4 four attempts (between 8:04 am and 10:10 am) to contact anyone at the company and receive no answer.
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

[redacted]Please note that our advertisements state NEVER PAY FOR COVERED HOME REPAIRS AGAIN. Then it takes you on the bottom of the main page to the user agreements where you can view the policy.  This is where anyone even not CHW customers’ can view the policy.  Our advertisement explains exactly what we do and our policy is spelled out for the customers.  If you do purchase the policy, you are provided 30 days to keep or cancel and if you chose to cancel, you will receive a full refund however if you keep it, you are then subject to the terms of the policy.Please review the offer that we have made to you since this is not a covered claim and per our policy, Section F. Limitations of Liability #19 does state that we are not responsible for the technician’s negligence. The records that you submitted are not proper routine maintenance and in reference.  Also, the Revdex.com is just like any business and we do not pay for their business therefore we are not accredited.  We do hope that one day we will, however we are not to date. 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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, I do see that CHW had agreed to pay for the following as a goodwill gesture:*EVAP COIL*TXV*DRAIN PAN*RECLAIM/EVAC*TORCH FEE------- TOTAL OF $525.17It shows that you would be responsible for the remaining balance of $1250.00. We also show that on 12/3/15, you had spoken with Aaron and it is documented that once your technician was there, you would call Mr. [redacted].  We do not see any other notations that you had called in reference to this claim after that.Since you have had the work completed, CHW is still willing to cover the cost of what we had originally offered to you which would be $525.17.  Please note that this is not a covered claim, CHW does not cover failures that are a result of rust or corrosion which your unit did.If you would like us to provide you with this amount still, please feel free to contact us and we will be happy to provide the goodwill gesture to you.If you would like to cancel the policy as you stated, you would be provided with a pro-rated refund per Section L. Cancellations.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of the policy.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 to cancel for a full refund within this time period. Best 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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we do see that you placed a claim for your hot water heater and under the exclusions of our policy; this would not be a covered claim due to CHW not covering the actual tank.We do see that you have cancelled the policy and did receive a refund based upon our Section L. in the policy.  We regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.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 to cancel for a full refund within this time period. Best 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.
While I wait for you to assign a technician, if I find one sooner is it acceptable to have the work done and be reimbursed?Please advise as soon as possible.Thank you.
Regards,
[redacted]

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