Bass Services, Inc.

Thank you for advising us of the information that the Service Provider gave to us was incorrect.  We have documented this information and handed it over to the Territory Manager to dispute with the Service Provider that gave us the diagnosis.  We did offer you a full refund as a goodwill gesture as that is not our normal practice. Please see Section L. CANCELLATIONThis 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-cancel-able 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.   If we offer a Goodwill gesture for someone that is not happy with our services, we would not expect any negative recourse.  Since we would have refunded you for a service that you did not agree with as a good-faith offer.  We do apologize if you had taken offence to this, as that was not our intention at all. 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].   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

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 claim was not covered due to rust and corrosion however after you spoke with our Sr. Customer Service rep, she advised you that she would provide you with a goodwill gesture in the amount of $300 which you did accept on 5/31/17.  This goodwill gesture was to assist you with the claim.  CHW is not offering to cover the claim due to the failure is a clear exclusion of our policy.If you do not believe that this claim was diagnosed properly, you are welcome to provide CHW with a second opinion and our inside authorization department will review it.  Please have your technician contact us at ###-###-#### option 5 and then option 1.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], although this company is a complete rip off, I will accept this as my own fault.  This company will never fix any repair and will always find a reason not to replace or repair an item. I have cancelled the service and will let every realtor, family member, friend, and any one who is willing to list to NEVER use Choice Home Warranty!!!Regards, [redacted]

[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

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 shows that the crack in the front of the drum of the dryer is not a normal failure that a unit would have. We do see that CHW has offered you a goodwill gesture in the amount of $150.00 towards the repair or replacement of the unit.If you would like to accept this offer, please feel free to contact us at ###-###-#### and we will place the authorization.Regards,CHW

Dear Mr. [redacted],CHW has paid the technician for what he has invoiced us for.  This would be a discussion for the Territory Manger and the vendor.  I can assure you that CHW pays their techs according to the agreement that they have together.  Our offer for you still stands, if you would like to accept the offer from our previous response, please contact us.Thank you,CHW

Dear [redacted]:The letter or email that you are speaking about is not from the manufacture, it is from our authorization team who are made up of technicians.  The technician called in a report to us and verbally provided the failures of the unit.If you would like to produce maintenance records for this claim to see if it can be overturned, we would be happy to view them but as for the claim itself, it was explained to us that the failure was due to the filters being fully clogged, that is a lack of proper routine maintenance. We would be happy to provide you with a one time free service call fee upon your policy for any future claim that you might have.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

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, it states that the thermal expansion valve is leaking Freon and per our policy, the thermal expansion valve is an excluded item. Please see Section D. Coverage #4 Excluded: “Thermal expansion valves”.This would not be a covered claim as CHW is not responsible or repairs that relate to this item as it is an exclusion to our policy.We understand that you stated that you had to file complaints for CHW to goodwill your units, in this case this exclusion is not something that we are willing or able to cover. Please understand that CHW will not be reimbursing you the cost of the repair for the unit.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. Choice Home Warranty was in full compliance with its terms & conditions.Best 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 .  We see that you started your policy with CHW on 05/13/15 and you placed a claim for your unit on 6/7/15.  We did advise you on 6/9/15 that due to the failures that your unit has, per the technician “THE CONDENSER COIL IS VERY DIRTY THERE IS GRASS BUILD UP, DIRT AND ITS ABOUT 30-40% CLOGGED UP ON THE BOTTOM THE UNIT HAS A BAD DUAL CAP AND RUN CAP ARE BAD THEY NEED TO BE REPLACED.”  This is a clear exclusion per our policy of a lack of proper maintenance.  Also, your policy began a little over a month before the claim was placed; CHW does not cover any unit that comes into the policy with any known or unknown pre-existing issues.  Please see 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.Also please see Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.As per your statement with the vendor that came to your home.  CHW has a contract with our vendors and we do pay them per their contract.  We will contact them and explain their contract to them.  We always want our customers to understand that all policies have exclusions and CHW does follow our policy.  We do our best to assist the customers and approve claims that are submitted to us.  We do apologize for your frustration with this claim.  CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because: I purchased the warranty in October 2015 and my heater was working fine. I also had maintenance done on the whole system by NV Energy in recent years and the units were working fine. I turned my heat on in November again as we had a cold snap. It came on but when it went back off it didn't come on again. I tried it a few times then called to have it fixed. Choice did not honor the warranty and I had already paid the first month's  premium! I had to fork out 375.00 to get it fixed when I was promised "peace of mind" by  Choice. Choice owes me $375.00! That is the only resolution I will accept.
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]  Per our policy, Section A. Coverage #3 states that all units must come into the coverage in proper working order. The microwave unit that you have did not come into the policy properly.  It was in poor shape with the door skin loose, had a bad magnetron and high voltage transformer.  This is something that happens within a long period of time and your policy had only started 9 days prior.We do see that you have cancelled your policy with us therefore there would be nothing more that we could do to 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 our web site at [redacted]
We do see that you purchased your policy with CHW on 5/2/16 and that you attempted to place a claim with us on 6/1/16 for your AC System. Per our policy, Section A. Coverage #3 states that all units must enter the policy in proper working order.
CHW provides our customers’ with their policy number and a copy of the policy upon signing up with us. For any reason you did not receive the policy, we do provide it online as stated above for anyone to view also you can use the policy number with the email address that you used to sign in to the account center to view your policy. We do see that you did sign into the account center to place the claim; therefore you could have been able to see the policy as well.
We do apologize if there was any misunderstanding and we have reported this to the Sales Manager for him to review with the Quality Control Manager. A refund has been issued to you for the purchase price of the policy in the amount of $37.92. Unfortunately, CHW cannot pay off your cancellation fee with another company.
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 our web site at [redacted].
Upon review of your claim, we do see that the failure of the unit was caused by rust and corrosion. Per our policy, Section F. Limitations of Liability #1 states that we do not cover for failures such as this.
We see that CHW offered you a goodwill gesture of $300 to assist with this claim.
You stated in the claim to us that the unit was a part of a recall and we did confirm that is not accurate. The carrier Lennox advised us to inform you to review the class action suite at [redacted].
CHW is still willing to provide you with the goodwill gesture of $300 to assist with this claim.
Please contact our office and they will provide you with a form for you to accept the good faith offer that we are offering.
We do regret your frustration however CHW is in full compliance with our terms and conditions of our policy.
Regards,
CHW
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 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.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy.  Due to your dissatisfaction we offered to cover half of the cost for the leak test.  You accepted this offer.The results of the leak test stated that there was rust/corrosion found on the evaporator coil 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 requested to cancel your policy.  We regret to hear your wishes to cancel your policy.  If you would like to process your cancellation, 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 our web site at [redacted] Upon review of your policy that began with us on 5/19/16, we see that you placed a claim that same day.  The technician that came out to your home advised us that this was normal wear and tear however per our policy, Section A. Coverage #3 states that all units must be in proper working order on the start date of the policy.  Also, per Section F. Limitations of Liability #1 states that CHW does not cover failures that are due to a known or unknown pre-existing issue.  This failure was normal wear and tear which happened over a long amount of time, it did not happen within the same day of the policy beginning and therefore would not be covered under 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, we do see that the failure was reported to us as a restriction that was found in the TXV valve.  This is something that is not covered per our policy.  We do see that your requesting a complete refund of the paid policy however CHW has paid a total of $1206.25 towards other claims that you have had.  We would not be able to provide you with a full refund however we are willing to offer you a refund of the paid policy mins the amount that we have paid for a total of $543.75.  This amount would be more than the pro-rated refund that you would normally have per Section L. Cancellations.If you would like to accept our offer, please contact us at ###-###-#### and we will send you the release agreement form.CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because I brought this warranty January 31, 2017 I received an acceptance letter  February 1, 2017 at 12:12 am, I was told I could not make any claims for 15 days, because that was their policy. My first claim was on the deep well and water pump I was under the impression that I was paying extra for that service and for an extra refrigerator.  I made the claim after the fact because my husband told me we had no water in the house, so he called the local plumber and it was the weekend. I call them Choice warranty the first thing Sunday morning, they told me to  fax the info for cost of repairs from which I done so, then they told me the reason for rejection was the plumber did not put a diagnosis reason on the bill and because it was not preapprove for our technician to do the work.  I ask them to removed the deep well and water pump from the contract and they told me they could not because that was added and I got a discount for one free add on. That was February 26, 2017.  Well I was heating up some water for my hot chocolate while I was talking to him and told him my microwave was not working he ask when was the last time it was working I told him the day before because I heat up some water for hot chocolate prior to going to work I work 1 pm to 1 am. Nothing was said on either one of these claims that they were outside of my warranty. they sent me e-mail to contact a repair man from which I did and he showed up and I  paid him 60.00 dollars on March 2, 2017. I did not heard from him until I called them March 20 and they inform me we were waiting for parts to come in. I call the repair man on  April 6, informing when will the parts be in. He told me that he thought everything was taken care of. So I call them April 6, to report the refrigerator I told them my microwave is not fix yet and they inform me I need to call another service man because the first person said it was beyond his experience to fix the Microwave. So they email me another service man to fix both the microwave and refrigerator. This guy was fast and prompt he came out and service both only to tell me the refrigerator needs to be replace and the microwave need an element and electron. I receive an email on the April 12 to contact them and they told me that the refrigerator as not cover for that problem and the microwave could not have been damage that much in 2 months, and they were not going to replace it, he also  said I had too many claims, I told him why would that matter will they have not paid for any of the claims that I had that they weasel their way out of everyone of them, then he offer me 100.00 dollars toward my microwave to replace it. I inform him why would I do that will I can cancel my plan and have more than that to replace my microwave because my microwave cost 2000.00. Then he told me I would not get my full refund it will be 268.37 dollars.  No where in my letters (e-mail that my claims were filed too early. I am not asking for them to fix my appliance as they promise, just my full refund, I paid 2 services for them to come out to service my appliances I am not asking for those refunds (160.00) because those appliance were not fix. I am only asking for my Full refund. In reality they owe me a microwave and deep well pump and a refrigerator, none of my items were fix or repair, just a denial on all claims.
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 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

[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].  I will patiently wait as I have done since August 6th.
Regards,
[redacted]