Bass Services, Inc.

Dear Jasbir [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 has been covered in accordance with section Letter F, Number 12 of the policy which 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. CHW also doesn’t reimburse for non-covered repairs as outlined in section Letter C, Number 3 of the policy. This states we will not reimburse for services performed without prior approval. 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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we do see that your Service Provider diagnosed the unit and stated that there were multiple leaks inside the unit.  He stated that he did try to place a sealant inside the unit but that was not resolving the issue.  He advised us that the compressor had been changed out and he feels as though the system was contaminated with moisture and this turned the Freon acidy.  This would cause the failures and Freon leaks to happen within the evaporator coil and throughout the system. Per our policy, Section F. Limitations of Liability #11 states that CHW does not cover failures that are a result of improper installation.Please note that our company doesn’t cover cost of routine maintenance as you had requested that “you would like for CHW to refund you the amount you spent on your new unit as well as the remaining unpaid cost of maintenance.”  This would go against our policy.Please review your policy Section F. Limitations of Liability 12. 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.If you would like a refund of your policy, please review Section L. Cancellations and then contact our Cancellations department and someone will assist you.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 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 is locked up and needed to be replaced, however the unit was still under its manufacture warranty until 2021.Per our policy, Section F, Number 15, CHW does not cover any item while still under an existing manufacturer’s, distributor’s, or in-home warranty.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you stated that the manufacture is no longer in business therefore the unit is no long under manufacture warranty.  We strive to provide the best customer experience, therefore we have resubmitted your claim to our Authorization’s Department for review.  Once your claim has been updated, we will contact you right away. Regards,CHW

Once again we apologize for the delay in having a technician assigned to your claim. I have reviewed the claim and it appears that we have been able to locate a technician and you have an appointment scheduled. We are hopeful that we will be able to have this resolved. Regards,CHW

[redacted],As I have previously stated in our last response, our authorization department did not base the amount according to this; they based it on the national average cost of the parts. The cost that they originally offered you was the correct amount for this type of oven.  I have offered to up the price for you.  I do apologize that you are not happy with this amount but this is over the amount that was offered to you and over the amount that is for the parts are sold for at this time.Although the price is not negotiable we are willing to increase it again for you to $350.00.  This is the most amount that we are able to offer for this type of unit based on the national whole sale cost.  We are not providing you with a new unit as stated before, we are offering you funds towards the parts and labor that we would have paid.If you accept the $350, we will be happy to process the check.  We do regret your frustration with this claim.Thank you,CHW

[redacted],We do see that you had requested information before the claim was dispatched however we do not know the outcome before the technician is out to the home and provides us with a diagnosis.Once we received the diagnosis it was advised that the repair would be covered but due to the Freon leaking out, we would not cover the Freon.  CHW does not cover secondary damages.  Please see Section F. #19.  CHW has paid a total of $126 for the claim itself, you have paid a total of $160 for the policy, we are able to provide you with a total refund of $34.00.  We have documented the claim, if you would like to accept the refund of the paid policy minus the paid claims, please advise us and we can send you the agreement to provide it.Thank you,CHW

Dear [redacted],   Under the policy, counter top microwaves are not covered. A trim kit is used to make the counter top microwave a built in unit which is not covered.               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 in accordance to the policy. The diagnosis that was received from the technician was that the ductwork had multiple tears. It was from some sort of physical damage and is not covered in accordance to the policy as stated in section Letter A, Number 2. CHW is responsible for repairs related to normal wear and tear.   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 it was processed in accordance with the policy section Letter F, Number 12 in which it 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, customers are invited to submit the maintenance records to have a claim reviewed and hope for a more favorable claim outcome. As this home was a recent purchase and there was only 1 maintenance record, CHW extended a goodwill gesture payment to assist with the repairs of the non-covered claim but it was declined. Since that time the account has been canceled.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],While we regret your frustration.At this time, CHW would like to offer you a full refund of what you paid for the policy, in the amount of $321.  Please contact us directly therefore we can send you the proper paperwork to process your refund. 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]   Upon review of your claims it has been noted that there are three claims in question. Your most recent claim was an air conditioning claim that was not covered in accordance with the policy, section Letter D, number 4 where water leaks are not covered. There are two other claims, one for your water heater and another for your electrical system that we have been making attempts to reach you to discuss. We would like an opportunity to have these issues corrected for you. Please call our customer service team 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 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 unit A’s condensing coils were deteriorated and had holes in it; it was also down 4lbs of Freon.  This was caused by 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...”The diagnosis for Unit B sated that were missing caps, which led to the unit being 3lbs low on Freon. This made the loss of Freon secondary damage.  Per our policy, Section Letter F, Number 19. CHW is not liable for repairs related to “…secondary damage…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  If you would like to further dispute this claim, you can provide your routine maintenance records (Unit A) and send them to [email protected] for review.  If you choose to get a second opinion please follow the same instructions for Unit A.  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]   A review of your claim shows that your claim was handled according to the policy. The diagnosis received from the technician was that the elements wouldn’t come on. There were bad elements and a bad switch. It was deemed that these multiple failures wouldn’t occur in such a short span of time in which you had the policy. Section Letter F, Number 1 indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions. The effective date of the policy was 10/9/16 and the claim was placed on 10/12/16. At this time the policy is not active and there is no refund due. Section Letter L, Number 4 of 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 CHW”.  The sale date of the policy was 9/9/16.   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]
  A review of the claim shows it was handled in accordance to the policy. Based on the diagnosis that was received from the technician it wasn’t worth repairing the unit. After reaching an agreement on a comparable unit the unit was ordered for you on 12/1/16 at 5:19pm. You were advised at that time to please allow 3 to 5 business days. Please allow the allotted time for the delivery to be made. Please call the customer service team directly at ###-###-#### if you have any questions.   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].   Section Letter L, Number 4 of 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….”.  You purchased the policy on 9/26/16, which was the same date it was effective, you cancelled the policy on 12/7/16. As there is an administrative fee of $50, there would be no refunds due.   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], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
It is now the 22nd of June and my refrigerator is still broken,this Friday will be 1 month without service
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 system was low on Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.  You agreed for the technician to perform the leak test.  Based on the leak test results and pictures we received, it stated that there was rust/corrosion found on the ubends that caused the coil to form holes which led to the Freon leak.Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance.  You advised that you contacted your own technician for a second opinion.  We received the results from your second opinion –The outcome stands, as the results show that it was rusted and corroded around the ubends, which caused the Freon to leak.Please note that your policy expired on August 6, 2017; we will have our Resolutions Director contact you directly to discuss this matter.  Please allow 3 business days to be contacted.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 still have not received the credit back as of 10/25.  It's been 13 days since cancellation.  I will accept the response once the credit is received. 
Regards,
[redacted]

Dear [redacted],We do understand your frustration however, once this claim was deemed not covered the choice for you to use the technician was up to you.  We do see that since the policy start date, CHW has assisted you with a total amount of $379.99 in which you had paid to us $199.15. We did provide you back with the service call fee however you chose to cancel the monthly policy and we did explain that you should contact that technician for requests to receive assistance with the claim.  Per our policy, Section F. #19 states that CHW is not responsible for repairs related to the technician's negligence.We regret your frustration however CHW is abiding by our policy and if you would like to reach out to us to receive that technician's name and number so you can contact him for the funds or the proper repair that you stated he did not do, please do so.Your policy has been cancelled by you and we again regret that you are disappointed with the claims that you had placed however, we are very sorry but CHW is not responsible for the repairs as stated above.CHW