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 our web site at [redacted].
The technician that we contacted provided us with a contradicting diagnose; he stated at first that the unit was leaking from within the fin section of the coil however he did not check the indoor coil and was not sure if that was leaking. He stated that he was not sure if the coil had been replaced and he was not sure if he was ever at your home before. He then stated he was there last year providing service to this unit and he did not find a leak but he recharged it. The technician was not sure of a lot of pertinent information that we would require him to have.
We did request that you send us routine maintenance records however they we were not legible.
As a good faith offer for you, CHW is willing to provide you with a full refund of the paid policy even though we have already paid $395.00 toward this policy. If you would like to accept this offer of a full refund, please contact us and we will provide you with a release agreement that we would ask you to sign in order for us to provide the refund of $1125.00.
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 [redacted]
Upon review of your claim, we do see that the technician you used explained to us that the coil was leaking internally from the fin section of the coil itself. The unit coils were not clean when tech arrived to the home; this shows us that there is a lack of proper routine maintenance on the system. This will cause issues such as this with the system. Per our policy Section F. Limitations of Liability #12 states that all units must be maintained per the manufactures specifications. The technician also advised us that he did a previous repair for this unit but never for a maintenance call.
After speaking with you, you admitted never to have had maintenance done be a licensed technician. Again per our policy, this is a requirement.
If you have any type of routine maintenance, please send it to [redacted] for further review.
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]   A review of your claims shows that your claim was processed in accordance to the policy. Please note that CHW is not an insurance company. The diagnosis on the second unit was that there were multiple failures including the compressor shorting to the ground. This is caused from excessive overheating of the compressor and is a result of lack of maintenance. The effective date of the policy is 10/13/16 and the claim date was 10/15/16. This is something that wouldn’t have occurred in such a short span of the policy and has been deemed as a prior existing condition. Section Letter F, Number 1 of the policy indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions.   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:
This particular motor has complicated separate controller and circuit board, that can fail too, and this is not mechanical damage. Based on the conversation with the technician, it was probably the case. The motor was freely rotating when it was taken off, so there is no mechanical damage but rather electrical.  
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]   Your claims have been reviewed and they have been processed accordingly. The claim for the water heater, CHW sent a technician to repair the covered problem, however there was an issue that prevented this from working properly. The technician was sent to address the issue a second time and it was determined that the unit had a 6 year warranty. Section Letter F, Number 15 of the policy states, “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”. Based on the information however, you were able to have this addressed with the technician and his company and they paid a portion of your bill.   The claim for your Pool Spa (claim # [redacted]) was also processed accordingly. You called CHW to advise of the issues that you were experiencing with the technician and his wife and it was documented and handled accordingly internally with the vendor relations team at CHW. However, CHW did dispatch the claim and handled the diagnosis appropriately. CHW does offer a reimbursement option for customers that would like to have the services performed quicker in which CHW will reimburse at the rates of CHW and also cover the work provided prior authorization is sought by the customers chosen technician. CHW doesn’t cover secondary damages and the seal plate damage was caused by the motor failure. CHW did pay for the motor failure.   Claim #[redacted] was placed for the air conditioning unit. Based on the diagnosis received from the technician there was a leak and rust and corrosion was present. Section Letter F, Numbers 1 and 8 indicates that rust and corrosion aren’t covered under the terms of the policy. The technician was able to see the leak and also able to see the rust and corrosion. This claim is not covered.   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 with the policy as outlined in section Letter F, Numbers 1 and 8 , CHW doesn’t is not responsible for repairs due to rust and corrosion. This information is outlined in the policy terms and conditions. Although we would hate to lose you as a customer, we can make the necessary arrangements to cancel. However, please make a note that your policy will be canceled in accordance to the terms of the policy outlined in section Letter L, Number 4 which states 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. Please call our customer service team at 1-888-531-5403 and they can assist you with your request.   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 will  except this offer.
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],                          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 has been processed according to the policy. The door latch of the unit is not working, the control panel was also “busted” and there was a plastic utensil stuck to the heating element. These are multiple failures that aren’t covered under the terms of the policy. Section Letter F, Number 8 indicates that misuse and abuse aren’t covered.   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. Please note, this policy is under a different name.  Please have the policy holder contact us directly with their questions or concerns at ###-###-#### Monday – Friday 8am-8pm EST, Saturday and Sunday 9am-5:30pm EST. A review of the claim shows that it was processed according to the policy. Based on the diagnosis we received, it stated that your system which holds 8lbs of Freon, was missing more than half of it; which indicated that there was a leak.  When the leak is not visible to the eye, the technician will perform a leak test.  In order for us to move forward with the claim, the leak test must be done.  This test will determine the location and reason for the leak, and in addition, the technician will provide pictures of the location of the leak, model and serial number, and the indoor and outdoor coils.  Per our policy, Section Letter D, Number 4, it states we do not cover leak tests. Our Sr. Claims Specialist advised you the outcome of the claim, in which you were not satisfied with.  As we strive to provide the best customer experience, as a goodwill gesture, we offered to cover the leak test for you.  You accepted the goodwill gesture, however, you opted to use your own technician for the leak test. The diagnosis we received from your technician stated that both condensing and evaporator units were ruptured and leaking, due to a faulty reversing valve.  Per our policy, Section Letter D, Number 5, we do not cover valves.                Our Sr. Claims Specialist advised you the outcome of the claim, in which you were not satisfied with and requested to cancel.  As we strive provide the best customer experience, our Customer Solutions Specialist offered to cover the cost of an Air Handler for you, however you disconnected the call.  If you want to accept this goodwill gesture, please contact us directly at ###-###-####, Monday-Friday 9AM to 6PM.Please understand that our policy states in Section Letter C, Number 3, that “…. We will not reimburse for services performed without prior approval.”  Any repairs on your unit have not been approved by Choice Home Warranty. 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.   Upon review of your claims, it appears that the claims have been covered in accordance with the policy agreement. Please make a note that we aren’t an emergency company so we don’t want to jeopardize the health of you or your family. In the event you have an emergency, please be encouraged to reach out directly to your local emergency authorities. We want to be able to provide all of our customers with outstanding customer service at all times. A recent review of your most recent claim shows that we have sent you a reimbursement form which will allow us to reimburse you funds in accordance with our guidelines. In the event you have any questions, please call our customer service team directly at [redacted].   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

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 received the check for the claim yesterday.
Regards,
[redacted]

Unfortunately, CHW is not able to reimburse for funds that weren’t paid directly to CHW. The funds were paid to the technician and if there is an issue with the diagnosis made by the technician, please contact the technician. As indicated in section Letter F, Number 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.   Regards, CHW

Complaint: [redacted] I am rejecting this response because: Bottom line, even per the plumber that took the time to look at the entire issue and read the warranty stated part of the damage should have been covered. As stated before, per speaking with CHW, prior to work being done, was advised of what to do, if in fact, part of it was covered and was told to send the completed invoice to a specific email address. Unfortunately companies like this exist. I have been with another home warranty company in the past where you pay a little more, maybe $10, but they really were there for the customer, standing by what they claim to cover and do the job in full, to the customers satisfaction. In my opinion, the other warranty company didn't look for loopholes, lack integrity, be anti-customer or have misleading advertisement like CHW. I gave CHW a year of my time, and with almost ALL of my claims, have been disappointed. With that being said, I am cancelling my warranty with them next month, waiting for my new warranty with another company. Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because:Where did you get the heat exchanger was under warranty?  If you are only fixing it because of that then you are agreeing that if it wasn't under warranty you would be liable.  If any of the technicians that came out found it was under warranty I would like that information.  If not then CHW is liable to fix it.
Regards,
[redacted]

Dear [redacted],Per our last conversation with you, we have come to a settlement agreement to issue you $750 and cancel your policy.  We have emailed you the necessary paperwork to sign and return (Email was sent 6.29.17 at 12:19pm EST).  Once we receive it, we will send you an email confirmation stating that it was received and that we will start the process to issue you the funds.  We will also send an email confirmation when your policy has been cancelled. Regards,CHW

Dear [redacted] We regret to hear your frustration.  Please be advised that we did not receive the signed transfer form that is needed in order to transfer this policy to your name.  Therefore, all of the information we currently have is the previous owner’s information. Our...

records show that we did email the transfer form to the previous home owner on 9/20/17.  To expedite the transfer to your name, please contact the previous home owner as we must receive the signed transfer form in order to proceed. 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 that began on 11/14/14, we do see that you placed 2 claims with CHW and both we covered as a Goodwill gesture as a customer is not permitted to have work completed without authorization.  Also, per our policy Section G. States that you understand that if you break the contact with CHW that you will be paying the $50 administration fee along with any paid claims that we have paid for you.  We have given you the proper refund based on the policy and we have already given the credit to your credit card that you signed up with.  This credit was given to you in the amount of $665.00 on 5/26/15.I do apologize that you misunderstood our policy as we do state that you can place a claim 24 hours a day and we do have 2 days to dispatch a technician and that technician has 24 hours to contact you to schedule the appointment. Section C. SERVICE CALLS: Upon request for service, We will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact You to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. If You should request Us to perform non-emergency service outside of normal business hours, You will be responsible for payment of additional fees and/or overtime charges.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.We are very sorry that you were unhappy with the policy and as stated you have been refunded properly.Best 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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”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 have added a onetime free service call fee onto your policy.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:
Choice warranty is offering to refund what I have paid for the plan; however, I would like one if the client options in order to consider this resolved:Repair covered of the two claims made orThe refund of plan costs and service fees paid to technicians who did nothing to fix the issues
Regards,
[redacted]

CHW was able to base the determination based upon the information received from our technician and your technician. The outdoor fan motor was not working properly. The burnt items still have an impact. Surges are not covered and neither is secondary damages that resulted from the surge.   Regards, CHW