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 our web site at [redacted].
Upon review of your claim, we did speak to the technician and also pictures were sent. The technician stated that the system was flat on refrigerant and it had leaked out. The pictures that were provided to us showed a break in the coil. This is not normal wear and tear which would not be a covered claim under our policy.
We do see that you did speak with our Manager and she offered a goodwill gesture to you in the amount of $200 which you did accept however we were waiting for you to advise us if you were going to use your own technician or ours. If you were to use ours, we would provide the goodwill to the technician, if you were to use yours; we would provide it to you.
Please let us know who to send the goodwill gesture to, to assist with the repairs.
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]Please understand that upon reviewing the policy, if a customer chooses to cancel before 30 days, the administration fee of $50.00 would not be charged. Due to your dissatisfaction, CHW will offer you a full refund, by refunding the difference of your pro-rated refund.  Your pro-rated refund was $266.66, therefore, CHW will offer you $133.34 to make your refund full. To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards,CHW

Dear Keino [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, records indicate it was processed in accordance with the policy. The diagnosis received by CHW indicates that the filter was clean, however, the compressor motor was flat and the breaker continued to trip as the compressor was shorted to the ground. This was due to a lack of routine proper maintenance. 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. Although CHW doesn’t require maintenance records to be submitted, you are invited to submit records that indicate you have had proper maintenance performed. This will allow your claims to be reviewed in hopes of a more favorable outcome. A $200 goodwill gesture payment has been made on this 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 our web site at [redacted] Upon review of the policy and the claim, it is clear that this unit did not come into the policy in proper working order as specified in the policy in section A. #3.  The failures that your unit had could not have happened within the time period of the policy. You are provided 30 days prior to the start date to ensure that all units are in proper working order. As a goodwill gesture, we are willing to offer you a full refund of $80.00.  If you would like to accept the offer, please contact us and we will provide you the funds back since you disagree with the terms and conditions of the policy. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.   Regards, [redacted]

Hi [redacted],This is a technician, I have provided our Territory Managers with the complaint and they will reach out to the technician and speak with him in regards to his work. Thank you,[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 claim I do see that CHW has purchased a new unit for your home.  We are waiting for the exact unit to become available as it is on back order.  Our customer service department will contact you once the unit is available. We do apologize for any delay and if anyone of our customer service reps were rude to you in any manner, this is not acceptable and will not be tolerated.  CHW will review the recordings and speak to anyone who was disrespectful.We thank you for advising us of this.Best regards,CHW

In order to determine the issue a leak detection test was needed which as outlined in the policy section Letter D, Number 4 is not covered. If there are issues with the contractor that was there to do the repairs these should be taken up directly with the contractor, who was licensed at the time the contract was secured. CHW contracts licensed and trained technicians to handle the repairs. However, as section Letter F, Number 19 states, 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.   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 system was leaking from a factory weld on the condenser. Per our policy, Section Letter F, Number 15, CHW is not responsible for repairs of “…modification of any covered system or appliance arising from a manufacturer’s recall or defect…”We do apologize if you were misinformed by a representative stating “manufacture warranty” instead of “manufacture defect.”  We have taken this matter to the Director of Quality Assurance who handle this accordingly. Our Sr. Claims Specialist advised you about the outcome of the claim and our policy; and as a goodwill gesture, offered you funds in the amount of $150 to assist on the non-covered claim.  You accepted this offer and confirmed that you were aware that you would be responsible for the balance.  These funds have been authorized to the technician.  In addition to that, we also offered a one-time free service call fee for your next claim.If you would rather the goodwill funds be sent to you and/or would like to accept the free service call fee, please contact our Sr. Claims Specialist at ###-###-#### Monday-Friday, 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

We do show that the check was mailed to you and we cannot issue another one unless you are willing to pay for the stop payment on the one that we have already mailed.  As for the cancellations, please see Section L. in our policy and you will be advised of the reasons of the refund.  You can always contact our cancellations department for them to further explain, as per CHW the policy was given a credit to the credit card on file on 9/6/15 for the pro-rated amount and we are in full compliance with our terms of the policy.CHW

Dear [redacted],We regret to hear your frustration and dissatisfaction with CHW. If you would like to cancel you policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST. Please see our policy Section Letter L of Cancellations in regards to our refund...

policy. 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.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]   CHW received emails from you indicating that you were initially waiting for the technician to come out and evaluate the unit. Another email was received indicating that the technician provided you with a quote to submit to CHW, however, he refused to cooperate so the work was never done. Each time, CHW acknowledged your emails. On 8/11/16, CHW received a diagnosis that the heat exchanger was cracked due to rust. Section Letter F, Numbers 1 and 8 state that rust and corrosion are not covered. However, CHW attempted to work with you, however, you declined any offers to assist. At your request, the policy was canceled.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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 [redacted]t.   A review of the claim indicates is has been processed according to the policy. The claim was placed for the ice maker, which unfortunately, is not a covered item under the terms of the policy. Section Letter C, Number 2 of the policy states, “Upon request for service, we will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact you to schedule a mutually convenient appointment during normal business hours”.  Additionally, Section Letter L, Number 4 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”. As a result, you were refunded in accordance to these terms.   It is never acceptable for a customer to be treated in a rude manner and should be treated in a very professional and respectable manner at all times. This issue will be addressed immediately and handled accordingly.   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 policy, we do see that CHW has assisted you in $263.00 in authorized claims, we do however see that the claim you placed for your Air Conditioning system was not a covered claim due to the fact that we do not cover, rust or corrosion, valves and a lack of proper routine maintenance. Rust and corrosion can be normal part of wear and tear however this case was provided to us as a lack of proper maintenance.  Lastly, CHW does not interrogate the technician, we ask questions to receive the diagnosis since it is verbal and they are speaking to the technician that was onsite that was able to see the unit.  Our inside technicians collect the information and they determine if the claim is covered per the terms and conditions of the 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 [redacted]   A review of the claim shows that the claim was processed in accordance with the policy. The technician provided CHW with a diagnosis that there was a lot of buildup and this caused the assembly to burn up. It may have also burned some of the wires. Section Letter D, Number 6 of the policy states, “EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters”. A reference was made to maintenance due to the build-up that was noted. Section Letter F, Number 8 of the policy also indicates that CHW is not responsible for repairs related to rust and corrosion.   If you feel as though the assigned technician didn’t do an adequate job in the diagnosis you are invited to obtain a second opinion, at your cost and have the technician submit the diagnosis to CHW for review. Should you have any questions, please feel free to call the CHW customer service team at ###-###-####.   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: I am not sure if they have the right person. I was not having an issue with my heat pump on my washer. My washer was not completely clogged. If it was completely clogged it would have not drained at all, but it did drain sometimes and sometimes it did.   If I get my washer fixed myself and I have another problem with it, will my claim get rejected again. If I just started having this problem how can you tell me that it started a while ago. But regardless of what you all decide to do my washer will get fixed. If I do decide to get my money back will I get all 3 months?
Regards,
[redacted]

Dear Ms. [redacted],We do understand your frustration however the failures that this unit has which is a reversing valve  also, the unit stopped working because the Freon was out of it and the Freon is what kept the unit working,  Once the Freon came out, then the unit stopped and that caused it to seize (short).This is not covered under our policy however we would like to offer you a goodwill gesture of a refund of the paid policy and subtract the amount that CHW has paid to provide you with $293.00.  If you would like to accept this offer, please kindly contact us at ###-###-####.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 [redacted]
  Records indicate that you are currently in touch with CHW and they are working to have this issue resolved. Please feel free to call their customer service team for an update 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

[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], please ask the business to confirm in writing that I will receive 2 free service fees.   They can email me at [redacted]
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. Upon review of your claim, we do see that the failure of the unit is due to rust.  We do understand that this is frustrating however our policy does not cover failures that are caused by rust or corrosion, even if the rust is a normal part of the unit.  Please see Section F. Limitations of Liability #1 as well as #8.  The diagnosis shows that the unit is leaking from the evaporator coils and in the fins, being low on Freon if run will cause the unit to short.We have confirmed with the technician that the unit had rust and had also failure. Although this claim is not covered per our policy, CHW is willing to provide you with a goodwill gesture in the amount of $250.00 to assist towards this claim. If you would like to accept this offer, kindly contacted us at ###-###-#### and we will provide you with a form to sign to receive this form.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:
Your company is a fraud and the entire process is a scam. Every step of the way you broke the rules to delay the service, prevent me from having a kitchen, deceive me with false information and make me put in hour of effort fighting if I wanted a functioning kitchen again. this is not the contract I signed.  It is fraud.I have the phone calls recorded.my fridge was not repaired on 9/27. You continue to lie to me and make false promises of future items.
Regards,
[redacted]