Bass Services, Inc.

Dear [redacted],We regret to hear your frustration. You are entitled to getting a second opinion at your own expense.  If you choose to get a second opinion, please submit the detailed invoice that shows the diagnosis to [email protected] for review.  If the outcome is different, we would adjust the claim accordingly, based on our policy.  Otherwise, the outcome of this claim stands. Please note that the goodwill funds in the amount of $300 was authorized on July 17, 2017, please allow 30 days to process before the check is mailed out. 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 NOT satisfactory to me.
However, I do not believe that Choice Home Warranty will correct the issue.   They obviously make Unfair and Deceptive practices part of their business.  Also, base on their response, I do not believe that the company actually read my complaint, if they had they would have seen that I did not include the 6 month promotion in my refund request. 
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 claims it appears that all of the claims were processed in accordance with the policy. You recent claim for the washer was processed in accordance to the policy, section F, Letter 8.  CHW doesn’t provide coverage for repairs related to rust and corrosion. Our goal is to maintain and grow our customers who are very valuable. We would hope that you don’t want to cancel your policy. If you decide to cancel, please call our 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

Complaint: [redacted]
I am rejecting this response because: The statement by the company is false. I canceled the policy myself and was told I would be receiving a refund. I have received no refund. All my statements in my complaint are correct. I will have to report this matter to my other authorities. 
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 the blower wheel was operating off balance causing excessive vibration, this was caused by debris build up.  If the system was routinely maintained, this issue would’ve been addressed prior to damaging the motor.  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 satisfied.  We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $200.00 towards the repair.  You accepted this offer as of 9/28/2017.  Please allow 30 days to process before the check is mailed out.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.The funds given to you was only a goodwill gesture to assist you on the non-covered claim.  Please understand that us offering you goodwill funds, does not overturn the outcome of the claim.  Our Customer Solutions Specialist did advise you that aluminum corrodes and that was the cause of failure.  You advised that you understood. The outcome of this claim stands as non-covered.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 was processed according to the policy. The diagnosis that was received by the technician was that the disconnect box was melted and burned. Section Letter D, Number 7 of the policy indicates that this is not covered. As a goodwill gesture, CHW did provide $100 to be used towards the repair of 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],   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 CHW policy section Letter D, Number 6 which indicates that main, holding or storage tanks are not covered. The diagnosis provided to CHW stated that there was water leaking from the tank. The heating claim that was placed on 3/14/16 was not covered as it was indicated as a preexisting condition. In accordance to the policy, section Letter F, Number 1, CHW isn’t responsible for repairs related to known or unknown preexisting conditions. The policy has an effective date of 3/5/16 and with the diagnosis of the inducer and pressure switch failing, it was deemed that these are failures that take time to fail and would not have occurred in such a short span of the policy. CHW is a company that is proud to be able to offer peace of mind to their customers in accordance to the guidelines of the policy. Section Letter L states you may cancel after the first 30 days and you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee. As such, a full refund will not be provided. CHW values all customers and would not want to lose any customers, however, if you would like to cancel your policy, you may call customer service at [redacted].   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

We do apologize for the frustration that you have had with your claims.  If CHW had denied any of the claims that you had submitted it was due to the policy exclusions that you did receive when you signed up with CHW.  Also, we do apologize that you did not see the section of our policy where we do state that if you cancel your policy pre-maturely that you will be paying for the claims that you had and a cancellation/administrative fee.  This is in the policy that can be found on our website at www.choicehomewarranty.com/useragreement.  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. We also state that we are not an insurance company and do not take the practice of one.  CHW does not use any "scare tactics" to make anyone sign up with our company.  You freely signed up with us and you freely cancelled with us.  Your claim for your Air Conditioning claim was not a covered claim according to our policy.CHW is in total compliance with our policy.Respectfully,CHW

Complaint: [redacted]
I am rejecting this response because: I have filed a complaint with Pennsylvania Atty. Gen.'s office it's ridiculous that a rust/corrosion caused the failure of my house heater this is no more than excuse to denial the claim. I have talked to other people in the business and a boiler new or old will eventually develop rust. Water leaking is done by expansion and subtraction as the unit is being heated and cooling down and when is calls for heat again. It puts a strain on any unit and they said that's the reason for the failure. I am also will contacted after I submit this, the New Jersey Atty. Gen. office and follow a legal complaint between Pennsylvania which I live in New Jersey in which choice home warranty does business out of I will hope to see you in court. I'm living in my home without heat and hot water and any illness that may occur such as respiratory problems relating to this claim not being settled and the heater system being replace. All expenses will fall on choice home warranty. I'm also going to try and obtain attorney to work with Pennsylvania and New Jersey Atty. Gen.'s office. I will not go away, you are totally dishonest and corrupt "service company" I will see you in court someday that I promise.And I hope the Revdex.com publishes this on their site for all to know. 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 the evaporator coil was leaking due to rust and corrosion.  Please note that along with the diagnosis, we did receive pictures of the coil, which confirmed the rust and corrosion.  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 understood.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. Please be advised that check# [redacted] in the amount of $200.48 was mailed out on 1/9/18 via [redacted].  In order for us to cancel your check, we would need to contact the bank – who charges the $30.00 cancellation fee.  Otherwise, you...

will have to wait until the check arrives or after 90 days when the check is voided.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 with CHW for the Air Conditioing unit, we do show that CHW had dispatched a technician to your tenants home and as a courtesy he added Freon to the unit but he was never paid the Service Call fee that was due upon the visit.  The claim at that point was a non-covered claim due to the fact that the unit did not come into the policy in good working condition.  After we had spoken to you, you did pay the technician the service call fee and then you requested a different technician.  We did advise you that per the first technician, this was not a covered claim.  Once we received the report from your technician we again advised you that since the policy had started on 5/12/15 and the claim was placed on 6/1/15, the unit could not have had the issues that it had within that time frame.  It was missing 3 pounds of Freon and it had multiple leaks coming from the systems coil.  Per our policy, Section A. Coverage #3 all units must come into the policy in proper working order, as this one did not.On 7/23/15, you had requested to cancel your policy and as we advised you, CHW had paid $359.20 towards your claims that you had placed.  We would not be able to refund your policy in full as you were a monthly customer and we have paid out more than was paid in.  We did wave the cancellation fee and allowed you to cancel the policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Dear Michael [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 records it appears that your claim has been processed in accordance with the policy section Letter A, Number 2. CHW is responsible for the repair of appliances that become inoperative due to normal wear and tear.  The compressor of your air conditioning system has failed due to the internal windings shorting to the ground. This failure occurs from the compressor overheating, which in turn causes this damage.   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, CHW has been able to assist you with the majority of the claims that you have placed.  I do apologize for the delay with this claim and the check that you are to receive in the amount of $430.00.  I do see that we have mailed the check and that there was a system error. This was a mistake and has been taken care of.  I do sincerely apologize for this inconvenience and have added a onetime free service call fee ($45) to your policy for any future claims. We thank you very much for being a valued customer to CHW and again, apologize for the delay in the check that you are to receive.Best regards,CHW  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 was processed in accordance with the policy. It was determined that the malfunction was covered under the manufacturer warranty. Section Letter F, Number 15 of the policy indicates, “We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty”.  CHW did offer to provide you a goodwill assistance in the amount of $200 to assist with your out of pocket costs on this non-covered claim and it was accepted. The $200 will be sent once CHW is in receipt of a paid invoice as indicated during the conversation on 2/4/17. Please send this information to [email protected] and be sure to include the claim number on the correspondence. Please call the CHW 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

Complaint: [redacted]
I am rejecting this response because:I WAS NEVER ASKED TO PROVIDE PROOF OF MAINTENANCE AND NEVER RECEIVED A COPY OF THE CALL REPORT WHICH I ASKED THEIR CONTRACTOR.THE PROBLEM WAS FIXED BY ANOTHER CONTRACTOR BY REPLACING A CAPACITOR. CHOICE HOEME WARRANTY IS NOT A LEGITIBLE CO. AND SHOULD NOT BE ALLOWED TO TO DO BUSINESS ANY WHERE
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 the system was 50% low on Freon.  It was also found that the evaporator coil was severely rusted and corroded, this is what caused 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 were not satisfied.  We strive to provide the best customer experience, therefore we offered funds in the amount of $250 to assist you on the non-covered claim.  You declined this offer and requested to cancel.  Per your request, we have cancelled your as of June 16, 2017.Please understand that you are not entitled to a full refund per our policy Section Letter L of Cancellations: This 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 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]
We do apologize that the technician that was assigned to the claim did not show up and we have reported this to our Territory Managers for review. We do see that you have spoken with our customer service department and they have offered to provide you with our reimbursement option for this claim.
Please note that once you have a provider that has a diagnosis, per our policy Section C. Service Calls #3 we request that you have them contact us with the diagnosis before any work is completed. Once we have the diagnosis we can make a determination if the claim is covered under our policy.
For inconvenience, we have added a onetime free service call fee to your policy and do hope that you chose to stay with our company. If you chose to cancel, please refer to Section L. Cancellations.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Dear Mrs. [redacted],As a good will gesture we will provide you back a refund of the one month that you have requested in the amount of $40.00. CHW is not a scam and we did our best to assist you with the claim that you had.  If you had disagreed with the outcome of what the technician advised us, you could have provided a second opinion rather than cancelling the policy.As we stated, you will receive a refund of the one month’s payment back that your credit card that we have on file.Thank you,CHW