Bass Services, Inc.

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

[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.

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

The heat exchanger sits inside of the storage tank and in the claim that you submitted the heat exchanger wasn’t holding any water. This sits inside of the water tank to heat the water up that surrounds it. In order for the water to leak the storage tank is leaking and tank failures are not covered under section Letter D, Number 6 in the policy.  Regards, CHW

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”. CHW is not responsible for providing proper routine maintenance and doesn’t maintain records of maintenance.   Regards, CHW

[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

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]

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],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

Complaint: [redacted]
I am rejecting this response because:
I called [redacted] ###-###-#### for a second opinion. The technician, Dwain, inspected the AC unit in our attic and concluded that the leak was due to fair wear and tear. He stated that the coil could not be rusted because they were made of aluminum. I called the warranty company and Dwain spoke to the “in house” technician and also sent him pictures. Dwain explained that the Goodman brand of air conditioners always had problems after 5-6 years. The technician at Home Choice Warranty was mainly interested in saving cost. He asked Dwain if the system was still under warranty and said that it would save them a lot of money. Dwain emphasized to him that the coils were not rusty and that the rust was due to fair wear and tear. After the conversation, I was transferred to the claims representatives who denied my claim once more.  The warranty company had no interest in paying to repair my AC system even though they had taken my money every month. Choice Home Warranty is just a predatory and corrupt company that preys on the fears of homeowners. We pay our monthly premium and when it comes time to fulfill their obligations to policy holders, they renege. 
Regards,
[redacted]

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].   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

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

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 have accepted the buyout amount of $350 and this was authorized to you for the claim. This is per section F. Limitations of Liability #16 that states “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.”
We do regret your frustration with this claim; however we are in 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.
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]

Complaint: [redacted]
I am rejecting this response because:The FIRST CLAIM back in December...wasn't fulfilled and inaccurate which has become a bigger issue due to the molding and mildew in my home. You assigned the original service tech to my home...not I.  If you are not liable for the work being issued  to customers why use them...That's NOT FAIR.. AS far as the amount of $175 for the access to the wall was not approve by me, because its more to that.... a cabinet and crown moulding needs to remove as well. I was advised my the company, [redacted] to get a carpenter to remove the items the proper way. The best solution from you'll was for me to make a claim with my home owners's insurance.......because of you'll incomptence...I feel my safety for me and my famiyl is extremely important.....with the molding..etc.,. This has been a nightmare.
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. A review of the claim shows that it was processed according to the policy. The diagnosis that was received stated that the gas valve failed and needed to be replaced. Your system’s model and serial number confirms that your unit is still under the unit’s manufacturer’s warranty.   Per our policy Section Letter F, Number 15, states that we do not cover “items while still under an existing manufacturers, distributors, or in-home warranty.” Our Sr. Claims Specialist advised you about the outcome of the claim and as a goodwill gesture, offered to cover the repair for your unit.  You accepted this offer. You were not content with the time it took the technician to receive the part, so you opted to hire your own technician. In a recent review of your claim, we have received the diagnosis and paid invoice from your technician. As a goodwill gesture, we would like to offer you the amount of $155 towards this repair and in addition, we will add a one-time free service call fee to your policy. If you would like to accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday and Sunday 9am-5:30pm EST. 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 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

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 according to the policy. CHW received a diagnosis that the remotes aren’t working and there is no problem with the opener. Remote receiving/transmitting devices are not covered under the policy. Other than that, there are no mechanical failures. Please call the CHW customer service team directly at ###-###-#### if you have any questions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW