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]   A review of the claims placed shows that the claims were all processed in accordance to the policy. The policy was purchased on 2/8/16 with an effective date of 3/8/16. To be sure that you were aware of the policy it was emailed and mailed on you on 2/8/16. The policy provides information into any exclusions that appear as well as the coverage and limitations. There have been 4 claims placed and processed since the policy began and all have been handled based on the policy. Please accept the apology of CHW if you feel as though the sales practices are very aggressive, however, the policy offers assists many customers and offers the peace of mind that is needed. CHW values all customers and doesn’t want to lose any customers, however, if you would like to cancel, please refer to section Letter L of the policy. A link to the policy is also included above. You may also call customer service at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],We do see that your policy had been cancelled and therefore the check did not go out.  It is an automatic system and if the policy is cancelled, the checks do not go out.  As a goodwill gesture we have placed the request that the check is mailed to you and to over-ride the system for you.  Our check process does take 30 business days and we will do our best to have it sent to you as soon as possible.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 our web site at [redacted]
Upon review of your claim, we do see that you stated that the technician had taken parts from your unit. You stated in the complaint that you have had the unit replaced but advised our staff that it was not as of yet.
Per our policy, Section F. #16, CHW offered to provide you with the cost of the repair in the amount of $200.00. Please see section below:
“16. 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.”
If you would like to accept this offer, please contact us and we will be happy to provide you with the amount for the unit. We will also provide you with one free service call fee onto the account if you should have another claim.
If you disagree with this, we are willing to provide you with a refund of the amount that you paid for the policy, which is 5 payments of $33.75 to total $168.75 and cancel the policy. If you accept the full refund, we ask that you contact us and we will provide you with the paperwork to sign in order to process your refund.
CHW does understand your frustration and we are willing to assist, we do hope you chose to stay with our company and accept the offer which in accordance with the terms and conditions of our policy.
Regards,
CHW

Dear [redacted]We regret to hear your frustration.Although the unit’s limit is 1500.00, please note that funds were previously used for the unit’s repair.  Currently our system shows that the refrigerator coverage is at its cap, therefore, the maximum amount that will be offered is...

$599.00.If you would like to further inquiry about the funds offered, please contact us directly at [redacted] 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

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 internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure occurred from a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”  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 added a onetime free service call fee onto your policy – you may use this on your next claim.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]. We do see that you have requested a full refund of your policy and we do see that this was provided to you on 7/12/16.  We do regret any frustration that you had experienced with our company and wish you the very best. CHW

Dear [redacted] We regret to hear your frustration, however, based on what our policy states in Section L of Cancellations, you were not eligible for a full refund. Section L of Cancellations 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. Please note, that our Customer Solutions Specialist did offer a goodwill gesture of $100 to assist you on your non covered claim, however, you declined this offer and opted to cancel your policy. If you have further questions about your refund, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM. 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. Upon review of your policy that you had with CHW, we do see that you placed several claims with us that we were not able to cover.  The last claim that you placed was for an Air Conditioning System that you placed with us on your previous policy [redacted]  We advised you at that point that we were not able to cover the cost of your repair due to the fact that we do not cover failures to rust or corrosion. There is a leak that was found in the evaporator coils. Per our policy Section F. Limitations of Liability #1 & 8 state that CHW does not cover failures due to rust or corrosion.You stated in this claim that you would like a full refund of this policy however you had already cancelled the policy and was explained that the monthly payments that you made for the past 3 months were not able to be processed back due to the policy Section L. Cancellations. If you had paid for the policy in a yearly basis or more then you would have funds to return back however you used the policy monthly.  CHW even skipped the month of January for you and provided you back the month of April.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. Upon review of your policy that you have with CHW, we show that the policy was purchased on 5/23/16 and you were then provided 30 days to review the terms and conditions of the policy.  Your policy than began on 6/23/16.  Our policy states in Section A. Coverage #3 that all units must enter the policy in proper working order.  CHW does not provide an inspection for our customers’ units, we expect that the customers ensure that they have all units properly maintained and working.  Our policy states in Section F. Limitations of Liability #12 that the customer is responsible for the maintenance for the units as specified by the manufacture.Upon entering the policy, we do expect our customer’s to review the terms of the policy and if they disagree with the policy, they are entitled to a refund prior to the 30 day grace period.In reference to your Air Conditioning system claim, we do see that this unit was not covered per Section F. Limitations of Liability #12, due to the fact that the evaporator coil was iced, there was a leak underside of the edge of the evaporator coil, the unit was low on charge, the filter was completely clogged and the coils were also dirty.  This shows us that the unit was not properly maintained before entering the policy and therefore would not be covered.In reference to the water heater claim that you had, the unit did fail due to a normal wear and tear of rust however our policy states in Section F. Limitations of Liability #1 & #8 that we do not cover for failures that are caused by rust or corrosion.  Our Sr. Agent did provide you with a goodwill gesture in the amount of $150.00 to assist you with this claim in which you did accept.We do regret your frustration however, CHW is in full compliance with the terms and conditions of the policy. Regards,Choice Home Warranty

I am rejecting this response because: This is a SCAM!  Quoting the minutia of a contract agreement slaps in the face of "Better Business" and while I - as well as anyone respect the rules of Caveat Emptor defer to the better judgment of any "right-minded" individual.   The marketing and advertising (while using outdated quotes and statistics from 2004) is nothing short of misleading.   A "Contract" paid for on an annual basis- is STILL a contract for that year - in spite of being cancelled OR a refund should be issued.
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Dear [redacted] [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. In review of your policy, you purchased the Total Plan policy on April 29, 2017.  Please note that per our policy, Section Letter B of Coverage Period, “Coverage starts 30 days after acceptance of application…”  Your coverage starting date was May 29, 2017.A review of the claim shows that it was processed according to the policy.  You called in May 30, 2017 stating that your AC unit was not cooling and the last time it was working properly was May 29, 2017.  The diagnosis stated that the capacitor failed and the system was low on Freon.These failures would not have occurred in the short lifespan of the policy.  Our policy states in Section Letter A, Number 3 that all systems and appliances must “in place and in proper working order on the effective date of this home warranty contract…”The outcome of this claim stands as these failures were preexisting before the start of your coverage.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear C [redacted],CHW has offered you an amount of $500 to go towards the unit that you placed the claim for. Per Section F. Limitations of Liability #16 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.”CHW is in full compliance with the terms and conditions of our policy. We will be happy to provide you with the amount that we have offered.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 claim shows that it was processed according to the policy. Based on the diagnosis we received, it stated that your refrigerator was leaking Freon, possibly from the evaporator coil and recommended that the refrigerator be replaced.  Per our policy, Section Letter D, Number 3, we do not cover “leaks of any kind”.  Our Sr. Claims Specialist advised you about the outcome of the claim, in which you were not satisfied and requested to cancel your policy.  Since we strive to provide the best customer experience, we offered you a goodwill gesture of $100 to assist you on this non covered claim.  You declined the offer as you stated you wanted to cancel your policy.  You stated to our Customer Solutions Team that you wanted to cancel and receive a full refund in the amount of $393.75.  You were advised that in order to receive a full refund, you need to sign the paper work that has been emailed to you. Once we receive the signed paperwork, we will issue you the full refund.  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 the claim was processed and approved. CHW followed up with providing the technician to diagnose the problem. The technician has ordered the parts and CHW has been continuing to follow up. The part has not arrived which is causing the delay in repairing the microwave.   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 clam, we do see that you placed a claim for your door bell.  We did advise you that the door bell was not a covered item and you requested that a technician be dispatched to you.  Per our policy, Section D. Coverage #7 states that we do not cover “door bells…” Once the technician advised us that the chime had shorted we contacted you and again explained that the door bell is an excluded item.  CHW offered to provide you with a onetime free service call fee to assist with this claim since the item that is non-functioning is something that we do not cover and you declined our offer.Unfortunately, due to the exclusion to the policy we cannot provide you with a covered claim. We do regret your frustration however; CHW is in full compliance with the terms and conditions of the 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 the claim is being processed accordingly. Your claim was placed on July 5, 2016 at 10:02pm and a technician was dispatched within 24 hours. We request that the technician make an attempt to schedule an appointment within 2 business days. It appears that CHW called the technician and the soonest available date is July 11th. If you would like to have our team reach out to attempt to schedule an appointment with another technician we will be happy to accommodate this request. We apologize for the long hold times, we have been experiencing very high call volumes and are making every effort to continue to work diligently and accommodate all of our valued customers.   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 [redacted]   Our records indicate we are working with you on a mutual agreement related to your claim. We have sent you an email and are awaiting your reply.   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 check has not arrived and this is not the first time they have told me it was in the mail.  I confirmed the name and address with them beforehand.
Regards,
[redacted]

There was a release agreement send to you at the email address on file earlier this morning. Once it is signed and returned, the form will be processed.  Regards,CHW

[redacted]The technician that went to your home provided us with a diagnosis, that diagnosis stated that this was a dual fuel heating system.  It is a heat pump with a propane gas furnace as a backup and in order for it to operate properly there has to have an outdoor temperature sensor installed on the outdoor unit so that the backup furnace can come on properly. Our policy will not cover this since it is adding something to your existing unit which makes it a modification.  Per our policy, located in Section F. Limitations of Liability #11, this is not covered.When the technician went back to the home, he provided us with a second issue that had failed on the unit which is the heat exchanger.  He stated that the exchanger is cracked and requires replacement however the serial number on the exchanger came up as still under manufacture warranty. Per our policy, Section F. Limitations of Liability #15.You are more than welcome to contact the technician for the specific findings as we have stated above and you would then contact the manufacture to have them replace the heat exchanger. CHW does not cover this as stated above. The technician’s number is ###-###-####; his cost for labor is what you would be responsible for.As we offered in our prior response, if you would like for us to assist, we will offer $150 towards this however we are not offering anything further.Thank you,CHW

I have paid for 3 years, we are still in first year in which you paid the "good gesture".  That leaves 2 years at $60 I should be refunded, not 1 year. That would be $120.  That I will accept as you already paid out for year 1 of 3.  If you accept that, we can conclude this problem.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]