Bass Services, Inc.

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 policy that began on 7/14/15, we see that you placed a claim for your units on 7/30/15.  The technician found that the unit had a failed bearings in the CFM. Being that the policy started only 14 days prior, this would not have been able to occur within that time frame. All units per our policy must come into the policy in proper working order. You are given30 days to ensure that all units are in proper working order. Section A. Coverage 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. I do see to assist your claim that our company did offer a goodwill gesture of $170.00 towards the claim, per our notes you accepted this offer and you are to send in the invoice once the work is completed to receive the funds.  If you are unhappy with this amount, we do apologize this was a good faith offer that CHW doesn’t have to send.  Please inform us if you do not want to accept these funds and once we receive the proof of purchase or repair, we will document this for you policy. We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  We do appreciate your feedback as this does help us with our customer service and service providers. 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 [redacted] Upon review of your policy, we do see that the claim was placed with us for the pool however the first claim that you placed, we did not cover due to the fact that we were told that the housing was cracked, now you are stating that the housing did in fact crack and are asking CHW to pay for the claim, the claim that we had previously stated was not covered.  We do apologize that you feel as though the technician cracked the part, if this is the case, we ask that you contact the technician since our policy does state in Section F. Limitations of Liability #19 that CHW is not responsible for the technician’s negligence. The phone number for this specific technician is ###-###-####, All Pro Pool and Spa Repairs.  We do ask that once this issue has been resolved by you, in order to continue having the unit covered under the policy please send us the Proof of Repair.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 12281041, and find that this resolution is satisfactory to me.
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 our web site at [redacted]Upon review of your claim, we do show that CHW dispatched a technician to your home on12/22/15 and his availability was too long of a wait for you, we offered you our reimbursement option.  We did explain to you that if you use the reimbursement option you must have the technician contact CHW before any work was to be done.  We will only reimburse for work that is covered by our policy and it would have to be authorized by us before.  If you have the work completed without the authorization, you therefore will not be reimbursed.  CHW does not provide upgrades for any type of systems as well.On 1/12/16, you contacted us and advised that you had the work completed, you stated that you had the toilet replaced, new kit installed, wax ring seal and you were charged for service and labor.  We again advised you of the reimbursement process and explained that you did not follow this. We did receive the invoice for the new unit you had rebuilt and we explained to you that we would provide you with the extra charge that the technician charged for the service call fee, our charge would have been $45 and he had charged you $175.00.  CHW did provide you with a check in the amount of $130.00.  As for the work being completed, you did not follow the policy as specified in Section C. Service #3 that states that we will not reimburse for work that was performed without prior approval.We cannot provide you with a free year warranty or a full refund but as you have requested we are providing you with the service call fee that you paid but minus the amount for our service call fee.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

In accordance to 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. 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”. If the technician caused damage, you will need to contact the technician. CHW won’t be responsible for fixing the unit. You did mention that you would like to have a full refund. Section Letter L of the policy discusses the guidelines surrounding cancellations and the fees incurred with after 30 days, however, CHW can provide you with a full refund and cancellation of the policy once a signed release agreement is returned without the stipulations listed in the section. If you are interested, please call the customer service team directly at ###-###-####.   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 complaint and your policy, the technician that was sent to your home advised you the facts that CHW does not cover leak detection tests. We also do not cover failures due to rust or corrosion. In order for us to know if the unit will be repaired, we do need to know why the unit is leaking. We do see that you had chosen to use your own technician to do the leak test for you. Please have the technician contact us before any work is completed to provide us with the diagnosis. If the work is completed without authorization, we will not reimburse you for any costs. This is stated in our policy under Section C Service Calls #3.
We will be happy to review the claim once we have all the facts of the failure. As a goodwill gesture, we have added a onetime free service call fee to your policy. This goodwill gesture is due to the fact that you were upset with the technician advising you of our policy.
We do regret your frustration with this claim; however we are in 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 claim for your Air Conditioning System, we show that the technician that came to your home explained to us that the unit was flat, it should hold 5 lbs of Freon but was out completely, there was damage to the condenser coils and the pictures that were provided to us showed sever lack of proper routine maintenance. Per our policy, Section F. Limitations of Liability #12 we do require all units to have routine maintenance as specified by the manufacture.CHW does not discriminate against age of the unit however we do expect the customer to have the unit properly maintained.We do see that you chose to cancel your policy with us and your policy ended on 3/22/16.  We do regret your frustration however; CHW is in full compliance with the terms and conditions of 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 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 the compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you not satisfied.  We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $250.00 to assist you on the non-covered claim.  You decline this offer and requested to cancel.  We regret to hear your wish to cancel.  If you would like to cancel your policy, please contact us directly at ###-###-#### 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] We regret to hear your frustration, however, upon the purchase of your policy, Choice Home Warranty gave you 30 days to review it.  Our policy is also available online for public viewing at www.choicehomewarranty.com.Please understand that Choice Home Warranty covers 85% of the claims we receive.  We cover the major mechanical components that make the system run – which are the most expensive components to repair.  This was not the case with your claims. Choice Home Warranty would never want you to be upset with our employees nor do we condone any rude behavior.  We will report this to our Director of Operations who will address this issue accordingly. 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 it was processed in accordance with the policy section Letter F, number 1 in which CHW is not responsible for unknown or known preexisting conditions. Based on the diagnosis received from the technician this unit had multiple component failures with the control board, magnetron and fuse. These are things that take time to occur, which resulted in the claim being non-covered due to the preexisting conditions. At the customer’s the policy is no longer in existence and as such, there is nothing that can be done by CHW.   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 understand your frustration however CHW cannot provide any type of assistance with this claim and therefore we would like to offer you a full refund of the paid policy in the amount of $375.00.If you would like to accept, kindly contact us at ###-###-#### and we will send you an agreement.Thank you,CHW

CHW has provided you with the max amount that we pay out for claims of this kind. Please see Section G. Mediation #3 Any and all claims, judgments and awards shall be limited to actual out-of-pocket costs incurred to a maximum of $1500 per claim, but in no event attorneys' fees.If you would like to cancel your policies you would have to follow our policy Section L. Cancellations that 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. CHW cannot refund you a full amount of what you have paid since we have paid out on claims. The only way a customer refunded in full is within the 30 days of the policy's start date, before the policy begins.  This is the time where we expect our customers to read the policy and ensure that all the units are in proper working order.Thank you,CHW

The first plumber barely looked at the unit and took my husband's idea that it might "be rusted out" as possible.  Left to get a replacement band approval.  He was told our contract had not been in place long enough and the unit wasn't covered.  Choice agreed to send a second plumber who stated more than once that the unit was leaking, but it was not rusted out.  He was on speaker phone and I heard the person he was talking to say over and over "deny due to rust". When he tried to explain it was not rust, the representative responded, "deny due to rust".  I spoke up and the representative yelled, "you have me on speaker phone?! The plumber stated that he felt he was in the middle of a situation that was t right.  I told him I was sorry to put him in that position.  He gave me a quote to replace the unit.  I asked if the unit was rusted. He said, "No., but it's leaking and can't be repaired."  He left and I filed this claim because I know the unit is not rusted.

Complaint: [redacted]
I am rejecting this response because:
CHW advertisement specifically indicated that regardless of the age of your unit, it will be covered. therefore we will look for other alternative way to have our complaints heard
Regards,
[redacted]

Dear [redacted]In effort to better our business practices, we have forwarded your response to the Vice President of Processing who will look further into this.  We hope your next experience with us is satisfactory.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 was processed in accordance with the policy terms outlined in section Letter F, Number 12 in which CHW aren’t responsible for repairs due to lack of maintenance. Although it is not required, we do invite our customers to share maintenance records with us in order to review claims. Additionally, as a good will gesture and in the interest of customer service, CHW did offer to assist you with repairs by providing you with $175.00 in which you declined.   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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I would like to note that at NO time during my conversations with [redacted] technology did the technician state that the oven should be replaced.  He said he felt that thermostat and board should be replaced, however, he told me you only authorized the board to be replaced.  I did insist that the unit be repaired, as $300 does not even come close to a replacement cost for the oven.  Upon replacing the board, the technician from [redacted] stated that I should not have any further problems.  So in no conversation with the technician or with your representative from CHW, was it ever eluded to me that the oven could not be repaired and would continue to be a problem.Furthermore, you indicated that you could not issue a credit for the service call that I have on July 3rd for the same problem because it was already assigned to a repair service.  The fact is that I asked for the fee to be waived PRIOR to having the service call dispatched.I appreciate that fact that there is a future credit on my account, however, I hope that I do not require any further service.  I feel the customer service you provide is far from adequate.
Regards,

Complaint: [redacted]
I am rejecting this response because I have only a receipt for my last A/C work which included an inspection. The requirement to provide detailed information is ridiculous! Furthermore the company that replaced my compressor said even if I had an inspection the day before the unit failed would not have prevented the compressor from failing. Additionally, it was made clear to me by Choice Home Warranty that even if I could provide details of the inspection, they would, likely, not cover this as I had no records of inspections from previous years before I owned the house. Finally, my claim was rejected BEFORE Choice Home Warranty even asked if I had completed an annual inspection. This behavior makes clear that Choice Home Warranty was, and still is, rejecting my claim because the cost ($1442) exceeds my annual warranty coverage of $440.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Well, that wouldn't be very convenient seeing how my contract ends with you in less than 72 hours.  
Regards,
[redacted]

Dear [redacted],We regret to hear your frustration and dissatisfaction with Choice Home Warranty. Choice Home Warranty does not condone rude or condescending behavior, as we strive to offer great customer service.  We take your feedback very seriously, therefore, we have taken your...

feedback to the Director of Quality Assurance who will handle accordingly. Please note that we have addressed our cancellation process on complaint ID [redacted], under the name [redacted].  As previously stated, if you would like to proceed with cancelling your policy please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Please see our policy Section Letter L of Cancellations below: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.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW