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 [redacted].   Upon review of your claim it appears that your claim was covered by CHW. However, in accordance with the policy section Letter F, Number 19 which 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.   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:
While I understand that your contract stipulates certain "things," what you are failing to grasp is how disappointing and inferior your service has been. You are adding insult to injury by refunding our money with many deductions, including charging us back for the washing machine we got under your policy. I have neither the time nor the inclinations to fight you any further on this. I will accept the refund and be sure to use my skills as a social media manager and public relations specialist to inform everyone in my network to stay clear of your business. Think of the positive impact a different outcome to my Revdex.com complaint would have garnered. We were customers of your competitors, and although their rates are slightly higher, we will be heading straight back to them. They were always outstanding in the quality of their service and customer relations. 
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I am still waiting on my check for the $76.00. As soon as I receive that I will respond back.
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]   A review of the claim indicates is has been processed according to the policy. The part that is needed to properly fix the unit is no longer available. CHW doesn’t provide coverage for substitute parts to make repairs. Section Letter F, Number 9 states, “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”. As a result, CHW did offer to provide you with $250. Notes further indicate that you have called CHW and provided an alternate part number and as promised the proper department has been asked to confirm. You can expect a call back from the management team at CHW regarding the information that was submitted. Should you have any questions, please call the CHW customer service team directly at ###-###-####.   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].   Thank you for reaching out to us regarding the sales calls that you are receiving. We are eager to provide outstanding service to all of our customers as we continue to grow. We will definitely make a note and add you to the list of individuals that shouldn’t be called. Please reach out to us in the event you have any questions.   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, I do see that you placed a claim for your AC System. However you stated in your complaint that you submitted maintenance records. We do not see the records and we do not see that you paid the technician for coming out to your home.
Please review our policy, Section C Service Calls # 4. You will pay a $60 trade service call fee (“Service Fee”) per claim or the actual cost, whichever is less. The Service Fee is for each visit by Our approved Service Provider, except as noted in Section C (5), and is payable to Our approved Service Provider at the time of each visit. The service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or denied. The service fee also applies in the event You fail to be present at a scheduled time, or in the event You cancel a service call at the time a service contractor is in route to your home or at your home. Failure to pay the Service Fee will result in suspension or cancellation of coverage until such time as the proper Service Fee is paid. At that time, coverage may be reinstated; however, the contract period will not be extended.
Also, please see Section L. Cancellations 2. Nonpayment of Service Fee, as stated in Section III This states that CHW can terminate this policy if you do not pay for the service call fee that is due to the technician.
We advise you to pay for the service call fee unless you are choosing to cancel the policy in which we will then deduct the amount for the service call fee from the amount that is due to be refunded to you.
Please contact our office or the technician to make the payment.
We do regret your frustration with this claim; however we are in 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.I do understand your frustration with your claim however you were offered a goodwill gesture and then you cancelled your policy.  CHW cannot provide you with a goodwill gesture if your policy is cancelled.  Our checks do take 30 business days and prior to your coverage being cancelled we did have a check in the process of being sent to you but once an account is cancelled all goodwill offers are revoked. We do apologize for any frustration that this has caused you, per our policy this is a non-covered claim.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 was missing 3lbs of Freon and there were 3 king valves that failed.  These failures occurred from 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...”  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance.  If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review.  If the records show that the system has been properly and routinely maintained, we would adjust the outcome of the claim 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 claim, we do see that the main level AC was not covered due to the failure of rust and corrosion. Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover failures that are due to rust or corrosion. We see that the coil was replaced and then the windings went out. Per our policy, Section F. Limitations of Liability #19 states that CHW does not cover failures that are due to secondary damages. The initial failure of the coil leak causes improper cycling which had overheated the blower motor causing it to fail.
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 http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your policy, I do see that you have paid $484.00 for your policy and that CHW has paid out $615.86 for your claims.  Per our cancellation process, 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-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.CHW does require that any amount paid would be paid back plus the administration fee. We are very sorry for the frustration with your AC claim, due to the technician’s findings and reporting back to us what he did see, we were advised that the unit had a weak capacitor; he replaced the capacitor and found that the compressor was locked.  Due to the fact that the capacitor was weak, this damaged the compressor.  This is secondary damage that CHW does not cover.  Please see our policy, Section F. LIMITATIONS OF LIABILITY 19. 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. Your sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less.We always urge our customers to read our policy and 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.  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

We do understand your frustration with this claim and we do apologize but our policy clearly states that we will not cover the cost of a repair if it is due to rust or corrosion.  Please see Section F. 1 as well as F. 8.CHW is in full compliance with our terms and conditions of our policy.Respectfully,CHW

Dear [redacted]We do understand your frustration and we do regret all that has happened within this time period however, we have processed the funds in the amount of $180.00 for you.  Unfortunately CHW does not cover “food spoilage’ because this is not a mechanical failure.  We also do not offer funds towards it. Due to the fact that we have approved this claim for you, we are unable to offer you anything else besides a onetime free service call fee.CHW has authorized the check to you and if you chose to use the funds towards a new unit, you are welcome to do so however, we are not able to issue a check for more than the amount that was provided to us which is $180.00.We do regret all the uncomfortable situation that gone through and do hope that any claim that you place again with us goes a lot more smoothly.  Kind regards,CHW

Dear [redacted]We regret to hear your frustration, however, your prorated refund is accurate.  Please be advised that the amount of authorized claims, months used, and the $50 administrative fee are all deducted from the amount you paid for your policy. Your check in the amount of $1,291.64 was mailed out on 10/10/17; please allow 7-10 business days from that date for delivery. 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. All of our information was sent to you upon your start date as well. You did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your claim you placed online yourself through our portal, you wrote: Air Conditioning: Running Constantly --- Last Time Working: Around the end of May ; --- Last Time Repaired or Serviced: 05/27/2015; --- Make/Model/Serial: Trane [redacted]; --- Last Filter Change: 08/03/2015; --- More Notes: I first reported a problem with the cooling in late May and it has not improved. Now the unit is running all day and doesn\\\'t cut off until about 8:00 at night. I set it for 78 degrees and it stays around 80 during the day. \r\nYou sent Jack\\\'s Heating and A/C last time and all he did was check the Freon and said it looked good. Please send someone out that can help me. \r\n\r\thanksThe technician that came to your home stated that the valves on the compressor were worn; the unit was not pushing enough air to adequately cool the area.  Since you had an issue with the unit in May, we asked the technician if any other maintenance was done on this unit, not any repairs but maintenance.  He stated that there was no sign of maintenance.  Also, it was stated that there was an internal failure on the compressor this is caused by a lack of maintenance. Per our policy, Section A. Coverage #3 states that your units have to come into the policy in proper working order.  It states in Section F. Limitations of Liability #12 that CHW requires all units to be maintained as per the manufactures specifications.  Neither of these has been completed.  According to our policy and your statement, this is a known or unknown pre-existing issue as said in Section F. #1.If you would like to cancel the policy with CHW, please contact us and you will be advised the following section L. Cancellations. You will be provided back the months not used, you will pay an administrative fee of $50 and any claims paid will be taken out of the refund.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.  Best regards,CHW

We do show that the credit of $100 was placed onto the credit card that you purchased the policy with in the name of [redacted] on 07/07/15 03:49:58 PM.  It does take 7-10 business days to process, if it still has not been placed, please contact our cancellations department to advise you of the credit card number that it was placed onto.Thank you,CHW

Dear [redacted]The first claim that you had with CHW for your Refrigerator was not a covered claim.  CHW offered to provide a goodwill gesture by providing half of the cost of the repair.  This claim would not have been a covered repair at all.The second claim that you had with us for your garage door opener, the parts were no longer available.  Per our policy, Section F. Limitations of Liability # 9, “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”.  CHW did pay for the parts and the labor minus the service call fee for the claim. We do regret any and all frustration that you had with this policy and we do wish you best of luck.Best regards,CHW

Dear [redacted]The first claim that you placed for your Air Conditioning System was on 5/14/15 which happen to be the same day that the policy began.  This claim would not be covered due to the policy restrictions stating that all units must enter the policy in proper working order.You also stated in that claim that your unit had not worked in 3 weeks prior which does show that this claim would be pre-existing to the policy.The second claim that you placed for the same AC system, CHW did not cover due to the fact that the failure is a specific non-covered issue that is in the excluded portion of our policy.  Please see Section F. #8 and #1 that state that CHW does not cover failures that are caused by rust or corrosion. This unit failed due to a leak that was cause by rust.We do see that you are still a customer with us, and if you would like to cancel the policy, CHW will be willing to provide you with two payments that you have made in the amount of $38.75.We do ask if you accept this offer, please contact us and we will provide you with a release to accept.Thank you,CHW

Complaint: [redacted]The issue was only about the approval of extended work. I was clear on policy. As your customer, not clear why there is such confusion  to request a service. I was notified that work wasn't covered. I had to call several times to find out the status of claim. Seperate issue that contractors are not reliable.
I am rejecting this response because:
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 your claim, we do see that the technician came to your home and you have stated that he did not return and misdiagnosed the issue.  We do understand the frustration with this however per our policy; CHW is not responsible for the negligence of the technician. This is stated in Section F. #19. We do see that you were provided with 2 free service call fee’s that equal the amount of $90 and we are providing you with $200 for the repair.CHW does not reimburse for the service call fee that you paid for a different technician again we do see that the manager did provide you with the free service call fees that would assist for future claims.Please also note that if CHW does reimburse, it would be at our rates as stated in the policy.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 .  We have reviewed your claim for your oven and do see that we have provided you with an amount per our policy Section F. Limitations of Liability #16 that 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.CHW has authorized a check in the amount of $590.00 that will be sent to you in 30 days of the authorized date.  We understand that sometimes the amount is less than what you had paid for your unit but your unit was also 8 years old.  CHW has provided you with the funds pursuant to our policy.  When a customer signs up with our policy, they do have 30 days to review the policy at that time they are able to cancel the policy and receive a full refund.  You have been with CHW since 2013 and we have covered $ 1936.82 in authorized claims, using the same policy that we have provided you with the funds for this claim.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