Bass Services, Inc.

Dear Mr. [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 that you purchased on 3/7/15, we do see that it started on 4/7/15 and that we did mail and email a copy of the policy to you but as stated above, you can always view the policy online as can anyone.We do see that since the date of purchase you have placed several claims with us and CHW has covered all the claims that you had placed (7) except for the current one that you have placed for the faucets.  Our policy doesn’t cover fixtures, faucet or flange. We do regret your frustration with this one claim and do look forward to assisting you with your future claims.CHW

Dear Y[redacted],Please view our policy that states in Section F. Limitations of Liability #9 that CHW will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. This is the amount that we had provided to you on the previous claim.  Also please see section F. 16 that states that we have the right to offer cash payment in lieu of repair or replacement.  This means that we pay you the amount for the parts and the labor, which we did instead of the repair or replacement. We did pay you for the part and that is what our agreement was with you at that time and it is per our terms and conditions of this policy.The payment of the part was the outcome and you were to use those funds toward a new unit.CHW will not be able to provide you with a covered claim since we have already paid for this unit on the first claim.We do regret the confusion on this claim and if there are any other concerns, please feel free to contact our office and speak to our customer service that will be able to explain and help you further. Thank you,CHW

As indicated previously, CHW would like for all customers to be happy and to work with them. Records indicate that a $100 goodwill payment was offered to assist with the repairs. CHW is currently for approval to release the funds. Please feel free to call the CHW customer service team at ###-###-#### once you have reached a decision.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:On recorded lines their management stated that it was covered. Also I am owed money because the service call costed more than $45.000 which violated the warranty contract. I sent a receipt in for $120.00 per managements request  for which I have yet to  be refunded.
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 shows that the claim was handled properly and in accordance with the policy. There was a claim placed for the air conditioning unit on 12/2/16 in which the unit wasn’t coming on. CHW offered partial coverage based on the diagnosis that was received. The condenser capacitor failed causing secondary damages to the condenser fan motor which was considered secondary damages and in accordance with Section Letter F, Number 19, secondary damages aren’t covered. Additionally, Section Letter F, Number 1 indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions. However, as a goodwill gesture and to assist with repairs, CHW has agreed to pay $189, which was accepted for the non-covered claim.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted], Thank you for your feedback.  We have reached out to the Customer Solutions Department Manager to have a Specialist follow up with you to process your request.  Please understand that our calls are answered in the order in which they are received and considering that we are in our busy season, you may experience high hold times.  The best times to reach a Customer Solution Specialist is 9am EST.  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 you were offered a buyout per the 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 however does not cover commercial grade units as stated in Section F. #13.  We do see that the customer service department had authorized a check in the amount of $350 that was authorized to you.  We do see that this check will be mailed shortly and have contacted our billing department for an ETA for you. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]. Upon review of your claim we do see that the dryer was a claim that CHW provided you funds towards a new unit.  We do see that it was originally a repair but the technician was not able to repair the unit properly. We spoke with you on 4/4/16 and advised you that you will receive a check from us in the amount of $300 which you agreed to.We do apologize for the technician not being able to repair the unit to the way it was, but we are happy to be able to provide you with a resolution and funds towards a new unit.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
I am willing to accept $460 minus the $45 service fee, a total of $415.
Regards,
[redacted]

Dear [redacted], We regret to hear your frustration. Your refund in the amount of $275 was processed back to your credit card on May 30, 2017 at 12:17pm.Please allow 5-7 business days for it to show in your account.Regards,CHW

The facts provided in the response below are not true. I hired J[redacted], one of the CHWcontracted plumbers to fix the problem today. I had to spend 90 dollars to fix this problem after waiting for more than a month and causing leaking damage to my basement. Also, per Jakeen, he hasstopped working with CHW as they have a bad practice of rejecting genuine claims after diagnosis just to savemoney. I need my full money back. The plumbing issue was already covered under my warranty plan.    Complaint: [redacted]
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]
* Section Letter D, Number 4 of the CHW policy states that leak detection tests are not covered under the terms of the policy. The diagnosis that was received from the technician was that the sub panel wasn’t covered and the unit was overcharged with Freon. These are not covered. Section Letter D, Number 7 indicates that we do not cover sub panels and the overcharge of Freon is an improper installation which is not covered as stated in section Letter F, Number 11. As a goodwill gesture, CHW offered to assist with the repairs of the non-covered claim and it was declined.   CHW doesn’t want to lose any valued customers, however, when cancellation does occur, it is handled in accordance with section Letter L of the policy in which there is a $50 administrative fee.   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.I do apologize that you had that experience with our company and the technician that was assigned to your claim.  This is not the normal CHW experience that we would like for our customers to experience.   I do see that your policy has been cancelled; being a monthly customer you would not be entitled to a refund.  Again we do apologize that this was your experience with us.  We thank you for your feedback as it will help us improve our customer service as well as our experience with the technicians.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 this was a non-covered claim however CHW did provide you with a goodwill gesture which you did accept in the amount of $100 to go towards the repair of the unit. We do see that there was a different technician assigned and the original did come through with the part that was needed.
We do regret your frustration with this claim and the time it took for the technician to repair the unit however CHW in in full compliance with the terms and conditions of our policy.
Regards,
CHW

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

Complaint: [redacted]
I am rejecting this response because:  I knew this particular business would try and cover their as. The wholesale price for the microwave doesn't cover the microwave I will have to replace above my stove. Furthermore nothing in the contract said I had to settle for wholesale crap. This contract was not paid by me  at a wholesale price. That's fine I will be cancelling my contract and never ever do business with CHW ever again.It is also my duty to inform other customers of the wholesale prices they will receive if they have an item that cannot be fixed. For 2 years my contract was for and only used it 2x was good. I shutter to think if I had to go through this often. I am not requesting an answer because u people suck. All I am awaiting is the check which I was told would arrive on the 15th of April. Now I am hearing the 27th of April. And CHW takes pride in their business! GO FIGURE! I definitely will be cancelling my contract June 2016 for sure. This is an unprofessional company that cheats people out of their money then quote that bull crap contract. Get some customer service people who have an understanding of English speaking people also.
I am totally appalled at CHW!!!!!!!
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 it appears your claim was processed in accordance with the policy section Letter F, Number 18. CHW isn’t responsible for repairs related to preexisting conditions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

I am rejecting this response because: G. MediationIn the event of a dispute over claims or coverage you agree to file a written claim with Us and allow Us thirty (30) calendar days to respond to the claim. The partiesagree to mediate in good faith before resorting to mandatory arbitration in the State of Nevada. I hope this safisfies the mediation clause in your contract.Furthermore you have not addressed the fact that your contract states
6. WATER HEATER (Gas and/or Electric)INCLUDED: All components and parts,Therefore, I contend that you can't exclude the Tank of the water heater because the tank is the water heater. I believe the exclusion would be for any extra holding tanks.
Regards,

Dear [redacted]Tubing that is rubbing together is not a normal failure, also the area that it is rusted is where the unit is leaking.  As we stated in our prior response, we do not cover failures that are caused by rust or corrosion.  Also, we only cover failures that are caused by normal wear and tear. However as a goodwill gesture, CHW has offered to assist you with the replacement of the part in the amount of $200.If you would like to accept this offer, kindly contact us at ###-###-#### and accept the offer for the funds to be sent to you.Thank you,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]