Bass Services, Inc.

[redacted] ,CHW will be happy to provide you with a refund based upon our policy, Section L. Cancellations.  Your policy was only available for a full refund the first 3o days from the date you signed up with us. Please contact our customer service department and you will be able to cancel.   Thank you,CHW

We are happy to hear that you have good working unit, Unfortunately since the policy states that CHW does not cover any known or unknown pre-existing issues, this claim would not be a covered claim.  Furthermore, your policy has been cancelled and our systems will not permit us to grant a goodwill gesture for a non-covered clam or a non-customer.We do apologize for any trouble that this has caused, we are not able to assist you with this claim as per our policy.  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.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 our web site for anyone to review before purchase at [redacted]
Upon reviewing the claim that you placed with CHW, it was stated that the compressor had failed; it had shorted to the ground. Per our policy, Section F. Limitations of Liability #12 this is considered to be a lack of proper routine maintenance. If you feel that this is not accurate, please send CHW your routine maintenance records and upon receipt they will review the records to see if there could be a more favorable outcome to your claim.
Please provide the routine maintenance records to [redacted].
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Complaint: [redacted]
I am partially rejecting this response because:
We have never purchased appliances nor have we ever done business with this company.Their email marketing tactics of sending spam emails to every email address to all the domains owned by my company are proof of this statement.Our business does not purchase appliances and if we were to, we certainly would not register multiple email addresses for the same appliance with a warranty company.Thank you for removing our email domains from your SPAM email marketing tactics but please be aware that the reply your company sent is factually incorrect.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I understand your fine print and that even though I was told that I could cancel my policy by your staff after the check had been mailed and that it was processed and a refund was going to be issued minus the $450.00, I was told by you staff that the funds would be returned to my credit card and not by check because this is a quicker way to get my refund. Never once was I told that it had to be approved even though your staff went ahead and told me on 2 separate occasions that it was being processed and refunded. I was only told of the denial when I had called on the above mentioned date to check on the status of my refund. I do not accept your explanation or excuse to get out of wronging me. I've had several people sign up for your service because of my federal and not one of them cancelled their policy and was refunded their fees because of this incident regarding my policy. What ever happened to making sure that the customer was satisfied? All I want is my money back and to never have to deal with your company again. I reject you reply in its entirety. 
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]
Upon review of your claim, we do see that the parts are no longer available and that CHW provided you with a check that does take 30 business days to receive. We provided you with the amount of parts and labor as stated in Section F. Limitation of Liability #16, it states
“We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance”
Also, please note that per our policy, we do not cover the actual tank. The tank is a storage vessel for the water and there is no mechanical function for the tank, therefore we cover only the heating elements for the unit.
We do see that you stated to us on 5/12/16, that you would have to replace the unit for $700 that was the reason that CHW did increase the amount for you to $400. This amount is more than the parts and labor for the system.
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],It is unfortunate however when you accepted the amount of $250.00, you cancelled your policy with CHW.  We are not able to provide you with a check hirer than what was offered at that time for a non-covered claim.CHW is willing to provide you with a check in the amount of $250.00 as stated if you would like to accept. If you do, please contact us at ###-###-#### and we will send you the paperwork.  If you do not wish to accept this goodwill gesture, we do regret that there would not be anything more that we can do for this claim since it is not covered per our policy.Thank you,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 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 micro switches and relay failed and needed to be replaced.Per our policy, Section Letter F, Number 16, “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost…” therefore CHW offered you $170 towards a new unit.  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 offered you $220.00 towards a new unit.  At this time, CHW will offer the max amount of $270.00 towards a new unit.If you would like to accept this offer, please contact us directly at ###-###-#### Monday – Friday 8am-8pm EST or Saturday-Sunday 9am-5:30 pm EST. 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.I appreciate CHW refunding the fee that was charged to my credit card.
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]t.   Upon review of your claim it appears that your claim was processed in accordance to the policy section Letter F, Number 9 in which We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color.     We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Sorry to say this issue has NOT been resolved. I have sent Choice Home Warranty all invoices and info and a request for compensation . I also sent work order from 'their company" that apparently did not want to handle this job and made the wrong diagnosis. I have filed a complaint with TN Revdex.com against [redacted]. I will keep you post when if get the results from CHW. Please do not close this case until it has been resolved. Thank you for your support and prompt action.

Complaint: [redacted]
I am rejecting this response because: some of the information in  the email from CHW was taken out of context, one of the question that was asked in the claim report was when was the last time the item was working properly.  well the last time I remembber using the a/c was around 12/30/2015 and it appeared to be working fine at that time. after that point we no longer use the a/c 's in phoenix az,  not hot enough for ac; and not cold enough for a heater, this is why I used 12/30/2015. as for the start date of my contract with CHW is concerned  4/4/2016 is the date the contract cou ld start being used,.however you are not allow use the contract for the first  30 days, so you see I purchsed the contract on 3/3/2016. it is just so happen that on 4/4/2016 it was now hot enough to us the ac in phoenix az the temp was around 99 dgrees outside. so you see I know that I am within the rights of my contract with CHW. it seems as though you are still using some of your old tactics; that your company was ask by the courts to stop using this approach with your customers in order to deny there claims when you did not want to honor a claim. I would like for CHW to honor my contract with them. 
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 the claim it appears that claim was processed according to the policy. A microwave that contains a trim kit is not a built in unit. The policy outlines in section Letter D, Number 9 that exclusions include Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies - Rotisseries. As a goodwill gesture records indicate that a payment in the amount of $287.37 was made on the claim as the unit wasn’t worth repairing, despite it is not covered. The policy indicates in section Letter F, Number 9 We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

As outlined in the policy at CHW we will provide you with the technician within a 24 hour period and they will do the best they can to provide you with an appointment within 2 business days. As a customer, you can definitely call CHW to have another technician dispatched if you can’t agree on a mutual appointment time. CHW wasn’t aware of the delay in the part. If you would like a second opinion, you can secure one, however it would be at the customer’s expense and CHW will definitely consider it. As we value our customers a goodwill payment of $500 was offered to you and we are still willing to honor it should you be interested. Please feel free to call us at [redacted]. I will also be sending your request to cancel to the cancellation department now.  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 there was internal failure in the compressor which caused unit to fail.  This failure occurs when the compressor overheats due to a lack of proper routine maintenance.  Per our policy, Section Letter F, Number 8, CHW is not responsible for repairs due to “failure to clean or maintain as specified by the equipment manufacturer.”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you disagreed. If you would like to further dispute this claim, you may submit your proper routine maintenance records to [email protected] for review.  After reviewing the records, if necessary, we will adjust the outcome accordingly, based on our policy.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]t.   You purchased the contract online on April 20, 2016 with an effective date of May 20, 2016. Per the terms of the agreement, Section Letter A, Number 3, you are provided with 30 days to ensure all covered items are in place and in proper working order on the effective date of the warranty contract. This contract does not cover any known or unknown pre-existing conditions. As you stated when placing your claim for your air conditioning system, it last worked on May 13, 2016 which is prior to the start of your contract.   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]   The goal of CHW is to be able to assist all customers and offer peace of mind. Please accept the apologies of CHW if you weren’t able to be put into contact with a manager immediately. As the claim was not covered and CHW didn’t seem to meet your needs, they wanted to provide you with a full refund. It has been requested that a manager reach out in an effort to assist you. Please call the customer service team at CHW directly at 1—###-###-####.   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 was not offered or could I find a list of exclusions to the items advertised as covered. I still would like my money back as I feel that there web site has false advertising 
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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we do see that the claim was originally not covered due to the failures pre-dating the policy. The technician stated that the unit was in terrible shape, that it was rusted and corroded. This is a clear sign of a lack of proper routine maintenance.  Section F. Limitations of Liability #12 states that all units must be properly maintained by the manufactures specifications.  Limitations of Liability, Section F. #1 states that CHW does not cover failures that are known or unknown pre-existing issues. Section F. Limitations of Liability #8 states that we do not cover failures due to rust or corrosion and lastly, Section A. Coverage states that all units must enter the policy in proper working order. This unit was not in proper working order since the parts were rusted and corroded. The unit lacked proper routine maintenance. CHW provides the customers with 30 days before the start date to ensure that the policy has been reviewed by you and that the units in your home are in proper working order. You unit did not show that these measures were taken. Since you disagreed with the terms and conditions of our policy, as a goodwill gesture we have offered you the max amount per the policy of $1500 and then we would cancel the policy.  We are awaiting your response.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because Choice Home Warranty was highly unprofessional, unethical and failed to provide any service even though they claimed and advertised to. The company never sent me any information nor catalog regarding the contract agreement, except e-mailing me "The Welcome letter" with contract number. No contract information was mailed nor received from this company. I have no communication what so ever with this company until now. My home A/C was not cooling and was broken. I made the service call, but it was a nightmare. I got a big run around for 3 days in a row for no valid reasons and company offered cash money for the service which was not acceptable. This company insisted and talked me into a contract for 6 years and asked FULL payment for 6 years. No services were performed by this company and I was not aware that they will not fix anything in the home under warranty if you make the service call. It is a complete rip-off and I would like to have all my money refunded since no services were provided by this company. I hardly had this company 2-3 months.  
Regards,
[redacted]