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, we do see that CHW tried to assist you with a goodwill gesture and we did provide you with a release agreement stating that if we agree to assist you with your non-covered claim then we expect that the claim is satisfied.  CHW was provided with a diagnosis that this unit failed due to rust and corrosion. Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover failures due to rust.CHW is not obligated to cover the cost of the repair since it is not a covered claim per the terms and conditions of the policy.Regards,CHW

Dear Russell [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 processed in accordance to the policy. The claim was placed online on 7/31/16 and there was no coverage provided for this claim as it is not covered in accordance to the policy water pressure is something that is not covered in the policy. Please feel free to 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].   A review of the claim shows that the claim is currently still in an assigned status and there has been no diagnosis as there was not an opportunity to review the unit. In accordance with the policy, there is a service call fee of $45 that needs to be paid. Section Letter C, Number 4 of the policy states, “You will pay a $45 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”.   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 the system was empty 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, in which you understood and accepted allowing the technician to move forward with performing the leak test. The results of the leak test and the pictures confirmed that there was rust/corrosion found on the condenser coil that caused the coil to form holes which led to the Freon leak. Per our policy, Section Letter F, Number 1 and 8, we do not cover failures caused by rust and or corrosion.  Our Sr. Claims Specialist advised you about the updated outcome of the claim and our policy, in which you were not in agreeance.  We strive to provide the best customer experience therefore we offered a goodwill gesture in the amount of $300 to assist you on this non-covered claim.  You declined this offer. 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 policy that you had with us, we did review your claim and we did see that the Air Conditioning claim was not approved per the policy’s guidelines that all units must be maintained by the manufacture specifications.  This would include routine maintenance.  Please see Section F. Limitations of Liability #12.  We did receive the records that you provided us and these are not maintenance records but records of repairs.  CHW requires all units to have routine maintenance.Also, per the policy the refund is based upon how many months you have had the policy and used it.  CHW provides you with a pro-rated refund minus an administrative fee of $50. We do apologize that Sue did not clearly explain the cancellations process to you.Please see the sections quoted below.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.L. CancellationsThis 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.We urge all customers to read our policy and contact us with any questions.Respectfully,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 apologize for any confusion but our checks do take a process of 30 days to dispense.  We have an automated system and checks are dispensed in the order that they were authorized.  Your check was authorized on the date that you accepted the offer on 1/21/16.  However, you stopped payment on your policy therefore the check has stopped the process of dispensing.  Once your policy is updated to a current status and not past due, we will be able to process your check.  You are currently past due $41.67 on your policy.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the 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]

Dear [redacted]We regret to hear your dissatisfaction with CHW. If you choose to move forward with cancelling your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM 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 [redacted].   Upon review of your claim it appears that your claim is being processed in accordance to the terms of the policy. Based on the repairs needed, the unit is not worth the repairs. As agreed, a check in the amount of $150.00 has been processed to be mailed to you. If this information is not accurate, you can call the customer service team at [redacted].   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted], We regret to hear your frustration and dissatisfaction with CHW. Per your request, we have cancelled your policy as of 9/27/17 and we are processing your refund in the amount of $47.83.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.Please understand that our policy states in Section Letter C, Number 4 that the service call fee is to be paid on every claim.  If you would like to dispute the $60 service call fee, you can contact the technician directly as the funds were paid to him.  Chilly Willies Heating & Air - ###-###-####Regards,CHW

Dear [redacted]   The outcome of the claim remains non-covered, however as a goodwill gesture, CHW will offer you the maximum of $300.00 to assist.      To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:  Either the technician is falsifying his findings or CHW is falsifying its conclusion.  The technician stated that he never said the compressor overheated.  I asked him directly what was the cause of the compressor failure.  He said he truly didn't know the cause of the failure.  The bottom line is that the compressor failed because it was defective.  The Warranty specifically stated that it will cover ALL COMPONENTS & PARTS.  If CHW claims that they would only cover "wear and tear", then this is the prime example of wear AND tear.  The compressor wored out. Should we not operate the A/C unit to prevent wear and tear to the system?? No service or any type of prevention could have saved this unit.  It was operating perfectly fine when the compressor locked up.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: by their own admission they did not cover a legitimate claim after the 30 day wait period. I called back to the technician and he said this is a normal repair for the age of the washing machine and is not unusual.
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]I have reviewed your claim and I have emailed you and also tried to call you on both numbers that were provided to us.  I do apologize for any trouble that you have gone through with this claim.  It appears that the unit is under manufacture warranty.  If you contact the manufacter with the serial number and the model number that I have proved to you, they will send you the part for no cost.  Once you have the part, please contact us and we will provide the technician to put the unit in for you and cover the labor portion of the claim as well as the access.  Although the labor and access would not be something that CHW would cover, we are happy to assist you in this claim.  If for any reason you find out that this unit is not under manufacture warranty, please contact me directly and I will make sure to have the technician come to your home and fix the unit at no cost to you.For your trouble, we have added a onetime free service call fee to this policy and do hope that we have this resolved as soon as possible.Please feel free to email me with any questions or concerns. [redacted]Respectfully,[redacted]

I have reviewed your policy and claim and see that you and CHW have come to a mutual agreement.  CHW has refunded you the amount of the policy since you had disagreed with the outcome of the claim.   Although CHW paid out $78.00 for your policy we did provide a credit to your credit card...

on 09/13/15 in the amount of $160.00Kindly close out this complaint as resolved.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]

Complaint: [redacted]
I am rejecting this response because:Normal Maintenance:a) I change the Filter every 2 months...it's on my Calendar.b) I have a AC Company come and inspect every spring.c) I spray the outside of the unit occasionally.d) Not sure what else I am supposed to do to meet you guidelines of maintaining my unit.Some Facts:1. I don't understand how you close tickets without verifying the customer is satisfied. Nothing that either of your vendors did accomplished anything to solve the issues that I opened the claims for. If you are in the Customer Service business I would think you would touch base with you customers to validate I am satisfied before closing a ticket.2. The largest issue was the exterior fan was "occasionally" running in reverse and causing the unit to heat up even more. How does a fan running in reverse become a "maintenance issue" on my part??3. When I finally paid someone who knows what they were doing out of my own pocket....problem fixed in 15 minutes with a Capacitor instead of a Fan Motor/Compressor like [redacted] was stating I needed....total up selling on someones part.  I am a [redacted] Realtor and have talked to several other Warranty companies since this started.....none of them claim they would have put me thru the delays or testing charges, or denial of further service on my AC unit like Choice has.....I am fully willing to admit when I am the cause of something, but mechanical failures (Fan Running in Reverse, a Capacitor that needed replacing, etc) really cannot be cited as lack of diligence on my part.        
Regards,
Guy [redacted]

Your cancellation was handled in accordance with the policy, section Letter L, Number 4, 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. Regards,CHW

I do apologize for the time frame of the parts being ordered.  This is out of our control but I have contacted the technician Scott and he is on his way to your home today 6/17/15 to repair the unit.  Also, I do apologize for not returning your call that quickly, I do respond to customers...

in the order in which I receive the claims.  You had requested a "break down" that Russ did provide to you and I will place it below:Customer responsible for Dryer - $85Recovery - $50Disposal - $50Disconnect Installed - $125Evap Coil cleaning - $150Labor - $300Total - $760CHW is covering:CFM - $250GW - Run Cap - $65, Compressor - $295, Labor - $175Total auth - $785GW -$535.00The total of this is $1545 and all of the payments that CHW is paying out for is out of GOODWILL.  This was not a covered claim and out of good faith, we have covered the portion for you.Respectfully,Tracy

Your previous claim (that CHW did pay) the condensing fan motor was replaced but it was too late because by that time the compressor had already had the damage and that is the reason that the replacement did not work and the compressor failed.  The condensing fan motor being bad causes the compressor to overheat and fail. Secondary damage from the condensing fan motor failure caused the compressor to stop working.  Again, per our policy we do not cover a lack of maintenance, secondary damage, We did advise you that the unit shorted to the ground and of the secondary damage.  You called our office today and we did explain to you the failure that happened. We have offered a refund to you and you have declined any offer that we gave.  I do apologize, there would be nothing more that we could do for you at this time as this claim is not covered under our policy.  Please see Section F.  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. Regards,CHW