Bass Services, Inc.

Dear [redacted],We regret to hear your frustration. Please be advised that CHW did not dispatch the technician from [redacted].  [redacted] is [redacted]’ main contractor in Colorado – you may contact them for more information.   A review of the electrical claim shows that it was...

processed according to the policy.  Based on the diagnosis that we received, it stated that the buzz bar was damaged along with the breakers.  The pictures we received confirmed that there was an overload into the buzz bar. Per our policy, Section Letter D, Number 7, CHW does not cover “…Circuit Overload…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. Due to your dissatisfaction, if you would like to cancel your policy, please contact us directly ###-###-#### 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 [redacted]   Upon review of your claim, we do see that you placed a claim for your AC System.  In accordance with the policy section Letter F, Number 12, CHW doesn’t cover repairs related to lack of maintenance which caused a Condenser Leak.   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 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

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 policy, I do see that you had an issue with your icemaker but unfortunately per our policy Section D. Coverage # 3. KITCHEN REFRIGERATOR, you will see in the exclusions that we do not cover ice-makers. We did offer to provide you with a technician to look at the ice-maker but there is nothing in our policy that would provide this coverage to you.CHW would not be able to provide you with a full refund due to Section L. Cancellations, CHW has paid out $105.00 for your policy and you would have to pay an administrative fee as well as the funds we paid out.  CHW has already processed your refund and provided you with $171.65 which is the correct refund amount.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.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 [redacted]Upon review of the claim for your oven, we see that the technician’s diagnosis states “the right rear burner switch 2 large and one small element and 3 receptacles are needed to be replaced.  He stated that the top of the stove was all burned up along with the elements.  He stated that the unit was not well maintained.  Per our policy, Section F. Limitations of Liability #12 states that all units must be properly maintained as per the manufactures specifications.  We do apologize if our customer service rep was not able to provide you with a reason as to how you should maintain the unit.  We are not technicians and therefore are just delivering the outcome of the claim.  You are more than welcome to provide a second opinion to us if you feel as though there is a mistake or the diagnosis is wrong.Per the diagnosis that we received, this claim would not be covered due to a lack of proper routine maintenance or any maintenance at all.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Best regards,CHW

The sale date is actually 30 days from the effective date of the policy. This allows the homeowner an opportunity to ensure that all things are in working order on the date that the policy is effective. Section Letter B states Coverage starts 30 days after acceptance of application by us and receipt of applicable contract fees and continues for 365 days from that date. This is a home inspection is not required. The policy has been sent via email and mail for review and the information is outlined in the policy. Section Letter F, Numbers 1 and 8 indicate that rust and corrosion are not covered under the policy. CHW apologizes if there was a miscommunication or misunderstanding relating to the conversation had with [redacted] but it seems that he was making it clear that the policy was effective in 30 days meaning that there was coverage, however, no one can detect a pre-existing condition until a claim is placed.   Regards, CHW

Dear [redacted]We regret to hear your frustration, however, we have many customers who have multiple units at one address – therefore, the system would not prohibit duplicate addresses.  As previously stated, we have cancelled your policies and are currently processing your full refund in the amount of $42.92 and $485.00.You may contact your bank to dispute the overdraft fees they charged you.  Regards,CHW

[redacted]CHW offered you a goodwill gesture to assist you with the claim itself since the unit was not covered. The first claim that you placed with CHW was for this unit and it was placed a few days after the policy began.  You then placed this claim and it is the same issue however it now has failed completely since the maintenance was not completed as it should have been.  The technician stated to us that the heat exchanger failed, it was very badly full of debris, and this happens when the unit is not cleaned properly and when the unit has a block from the combustion.Rather than accepting our goodwill gesture, you chose to cancel the policy with us.  As a good faith gesture, CHW is willing to provide you with the last month’s payment that you paid for the policy in the amount of $40.00.  If you would like to accept the $40.00 refund, please contact our customer service ###-###-####.Thank you,CHW

Why should I have to pay a service fee of $45.00 to find my own plumber. The Co. did absolutely nothing!
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].   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 account there has been no cancelation request received. If you would like to cancel your agreement with CHW please call our team at [redacted]. In accordance with section L, Number 4, the policy states 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

[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]We regret to hear your frustration and dissatisfaction with Choice Home Warranty. Please see our policy Section Letter L of Cancellations: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 fee, 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 fee;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.If you would like to proceed and cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:  Your technician LIED about the visit, he was more interested in rummaging through the stuff I was throwing away instead of checking the dryer thermostat and replacing it!  Why are you now offering "As a good faith offer, we will be happy to place a onetime free service call fee under your policy once it has been updated." ??? If a different technician had been sent out right away, we would not be going through this hassle and my dryer would be fixed, but no you wait until I leave the state to offer a free service call.  How about accepting a letter from one of the people that checked the vent and found it to be free and clear of lint and in good shape.  Furthermore your tech did not even pull any lint from the vent because there wasn't any, he just plain lied and why I don't know except he wanted to avoid doing any work. 
Regards,
[redacted]

CHW policy covers normal mechanical failures due to normal wear and tear. However, your toilet doesn’t have mechanical failures based on the diagnosis received. At this time, per your request, your policy is no longer active, therefore there is nothing more that can be done for a claim that had previously been approved.

Complaint: [redacted]
I am rejecting this response because:
The subcontractors chosen by Choice should ultimately be the expert in the diagnosis since that is their area of expertise and they are onsite looking at the parts.That is why Choice sends them to look at the unit. If Choice chooses to deny without being present to look at the damage, why send a tech to look at the damage ? I was charged $550 + to replace the motor.  $100 offer is barely satisfactory.  
Regards,
[redacted]

Dear [redacted],We regret to hear your frustration and apologize for any inconveniences this may have caused you. We are currently still searching for an available technician in your area.  Please be advised that you can take advantage of our Reimbursement Process where you can hire...

your own technician.  The process is as follows:• We reimburse at OUR rates if the claim is a covered failure• You must pay the technician up front, in addition to the SCF• Your technician MUST call authorizations prior to doing any work to complete the repair for approval• Authorization Hours are as follows: Mon-Fri 8AM-7PM; Saturday and Sunday 9-5:30PM.  They can be contacted at ###-###-####; option 5, then option 1.• It takes 2 days to process the reimbursement upon receipt of form• It takes 30 days to process the check FOR COVERED CLAIMSIf you would like to go through the reimbursement process, please contact us before your technician makes any repairs.As a goodwill gesture, we have added a free service call fee onto your policy. Regards,CHW

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

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

[redacted]The correct email is [redacted] or feel free to send it to one of our Consumer Advocates [redacted] or [redacted]Thank you,CHW