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 www.choicehomewarranty.com/useragreement. Upon review of your Air Conditioning claim, we do see that the claim was not covered per the policy.  The unit failed due to a leak that was created by corrosion.  Being that the failure is rust which is something that is not covered per the policy in Section F. Limitations of Liability #1. The pictures that we received by the technician show that the unit’s failure was caused by corrosion and as we stated this would not be something that CHW covers.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],CHW will cover items in the home however just like any other company, we do have exclusions to our policy and limitations that we do not exceed. We do provide our customers' with 30 days prior to the start date of the policy to ensure that they have read the terms and conditions, make sure that they have all units in proper working order and understand the terms of service.  If within the 30 days the customer does not accept the terms and conditions, they are permitted to cancel without any fee's attached.  After the 30 day grace period there are fee's attached to cancellations.  We urge all customers to read the policy, as we do cover all items however there are exclusions that we do not cover for each one. We do see that you have received the check that you had questioned and have cashed it as well.  We do regret your frustration with the policy and if you have any questions about the policy please feel free to contact our customer service department and they will be happy to review each item with you.Thank you,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 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

[redacted], As we explained to you via email and through the Revdex.com, we would not have provided you with the unit had you not agreed on 11/21/16. We have it documented in our notes in the system that a call was received by us from you or your spouse at 5:17pm stating that they agreed to this unit. You are more than welcome to have the unit changed to whatever you would like it to be but CHW did receive a conformation that you did accept this one and that is why it has been installed. Thank you, CHW

Dear Ms.[redacted] ,We do apologize if anyone in our company was in any way rude to you.  We will request that the Quality Control Manager review the calls that took place.  In reference to placing the claim online, there is a place that you can explain what the issue is and your comments in the notes section.  This section, you placed " More Notes: When turned on, unit just runs and runs. Temp is currently set to 75 degrees and still not adequately cooling the house." Rather than stating anything else about the date. Regardless of the date being last summer or this summer,  you placed the claim not even a month into the policy.  If an Air Conditioning System that has failed this close into the policy shows that the unit did not come into the policy in proper working order.  Our policy does state in Section A. Coverage #3 that all units must enter the policy in proper working order.  You are provided 30 days before the start date to ensure that all units are properly working.  Had you had a technician out to your home before the policy began, this might have been noticed.  There are many variables and we are not going to assume what was wrong with the unit. Per the last correspondence you stated that you could not reach our cancellations team, we do apologize for the long hold times.  We do see that one of our Managers' did reach out to you and he did provide you with a refund of the policy from the date that you did try to contact us.We sincerely do regret the frustration that you experienced with this policy and do wish you the very best in your future home warranty.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. 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],   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

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

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 it appears they were all processed in a correct manner. We would hate to lose you as a member of the CHW family, however if you would like to cancel, you may do so in accordance to the policy section Letter L, Number 4 which 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. You can 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 [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

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.

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

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]

Dear [redacted], CHW does not discriminate for age, we do not however cover specific failures.  Your unit was out of Freon due to a leak, the leak was caused by the condenser being clogged and dirty.  This is a lack of proper routine maintenance. If you have routine maintenance records, please send them into our office and we will review them.  We only received one invoice that did not have any type of pressure readings, no AMP readings and no coil cleaning documented.  Also, one record does not show routine maintenance.CHW did provide you with a goodwill gesture of a free service call fee for your inconvenience. We do regret your frustration with this claim but do look forward to assisting you on future claims.Thank you,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.
Regards,
Catalina [redacted]

[redacted],In reviewing the claim, we do see that the unit had shorted to the ground, this happens in many different ways, a few of the ways would be a lack of proper routine maintenance, lighting strike, power surge or acid burn out.  This failures are not covered under our policy.  We have offered you a goodwill gesture for the claim in the amount of $500 however we do understand that you do not wish to accept this offer.  Our final offer is half of the cost for the repair which is $600.00.  If you would like to accept the goodwill gesture of $600.00, please contact us and we will provide you with a document that will allow us to provide you with the funds. You can contact us at ###-###-####.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
The reason why you see my account is cancelled is because I had to call again the next day after trying to cancel repeatedly, when I spoke to Sam the next day he cancelled my account, again after being on the phone for 5 hours while your reps kept transfering me around playing games showing how terrible your customer service is, when I asked to speak to a supervisor I would be told by the person I was speaking to that they were the supervisor.  For this to be my first time to have to make a claim and experience such bad service along with being told a lie by your rep about my ceiling fan being covered up to $200.00 and that's why I continued filing the claim, it is only fair to refund me the deductible of $45.00 plus all my monthly charges, that is all I will accept.  Thank you
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: CHW still is not address the complaint.  This unacceptable. 
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.  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 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.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW