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]Per our policy, Section A. #3 states that all units that come into the policy have to be in proper working order.  CHW does not provide any maintenance for customers’; we expect that all units are properly maintained prior to entering our policy.  We do provide a grace period of 30 days and if you had prior coverage it will be 15 days, this is to ensure that you have gone over the policy and ensure that all units are working properly.We do see that we offered and you did accept the goodwill gesture for this claim in the amount of $200.00.We do regret your frustration with this policy; however CHW is in full compliance with our terms and conditions.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:From the past dealings with this company. Which now include being without hot water for A week. If we hadn't callerd regarding that repair the part would never have been ordered. Which we are looking at another possible 5 days without hot water I highly doubt they would reimburse me after the job is finished. They should be the ones paying for the job in its entirety. Sorry but their word means nothing. They need to pay for the repair completely. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
1. CHW's technician clearly told me at the first visit that he or another technician needed to come back to check a leak and the check took 24hrs. However, he or another tech never come back to check a leak.  Therefore, CHW must not assume that the problem resulted from a leak. In addition, their assumption was totally wrong, proving by my repair replacing only its mainboard and evaporator motor.  My refrigerator is currently working without any problem.  If CWH sent the tech or another tech to check a leak and confirmed that there was a leak, I would have not file the complaint.2. The CHW contract was made on Jan. 6, 2016 and activated from Feb.7, 2016, one month later after the actual purchase date. It is not right that CHW made a comment saying I filed a complaint right after I made a contract with them. 
Regards,
W[redacted]

[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.  They have chosen to delay the refund and I would like to reserve the right to any actions necessary to make sure they do what they have offered with the full refund of 200$.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have already sent 2016 maintenance record for my HVAC unit performed by a certified technician from a reputable company.This AC is 10 year old and the compressor is even older. Compressor fails eventually. It doesn't run forever. Do you think all compressors continue to run forever?The whole point of the warranty is to cover against such incidents. Anyways back to the topic - this unit was maintained and even your own technician had come and taken a look at it in 2015 also.  Please be reasonable and stop baling maintenance on everything. Atleast some allowance must be made 
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 a[redacted]  Upon review of your claim we do see that you had accepted the offer of $400 towards the new unit.  Per our policy Section F. Limitations of Liability # 16. 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 applianceWe do understand that you would like the check to come sooner but CHW is a net 30 company and our system does not release funds for 30 business days.  We do apologize for any inconvenience that this has caused but we can assure you that the funds will be coming within that time frame.We also regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.Best 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. Choice Warranty retention department has resolve all of my issues. Spoke to Patty in retention she was very nice and understanding. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response  because it's been going on since 11/09/16 and always same story I already bought a dishwasher I'll see you all in court soon this is my last contact cancell all coverage on my two locations do not withdraw any money from my account
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:The fine print covers this company's as, which most homeowners do not know about.  The policy was purchased 30 days prior to its activation.  It is my fault for not reading the contract, I guess I was spoiled by American home shield that I assumed all the company's would be the same.  
Regards,
[redacted]

[redacted]The technician advised CHW that the control board had failed and the sensors for the refrigerator, cabinet and the freezer section had failed the sensors were working properly.  We do see that he had ordered the parts even though he had stated that this was due to a power surge, CHW agreed to allow the parts to be ordered and repaired.The last notation that we received from you was on 3/29/16 stating that you had an appointment with the technician.  If the technician did any damage to your unit, CHW suggests that you contact him back to repair the issue.  Per our policy, Section F. #19 states that CHW is not responsible for the negligence of the technicians. We have placed a call to the technician as of 4/13/16 and will follow up with the repair of the unit.Thank you,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 policy that began with us on 2/5/16, your claim that you placed for your heating system was on 2/9/16.  The technician that diagnosed your system explained to our inside technicians that both of the units that you have had a leak, the time it would take for the area that the Freon to leak out takes longer than 4 days to occur.  The Freon itself could have leaked out of the unit if the area that it leaked out of was large enough but the area that it leaked out of could not have developed within the timeframe of the policy.Per our policy Section A. #3 states that all units must come into this policy in proper working order.  It also states in Section F. Limitations of Liability #1 that we do not cover any known or unknown pre-existing issues.We did offer you goodwill at the time to assist with the leak test but you chose to cancel your policy. Since you cancelled your policy, we do see that as a goodwill gesture we provided back to you the current months rate that you paid for the policy $37.50.  We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policy. 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. Dear Mr. Tony Matthews,A review of the claim shows that it was processed according to the policy. The diagnosis that was received stated that the rust and corrosion caused the hot water heater to fail.  Per our policy Section Letter D, Number 6, it states that we do not cover the “…Main, Holding or storage tanks…”  Our Sr. Claims Specialist advised you about the outcome of the claim, in which you were not in agreeance with.  We strive to provide the best customer experience, therefore we offered you funds as goodwill gesture to assist you on the non-covered claim.  You declined this offer.At this time, the offer of the goodwill funds to assist you, still stands.If you would like to accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday and SundayWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW...

Dear Mr. [redacted],
CHW will not be able to accept a response that is from an attorney since we are not attorneys. We can advise you that your claim for the refrigerator was not covered per our policy, Section D. Coverage #3 which states that we do not cover leaks from a unit.
In reference to the Heating system claim, this was a partial covered claim and CHW was willing to provide payment for the primary failure which was the transformer however the TSTAT is the portion that you would be responsible for.
We do see that CHW has offered to assist and provide you with a goodwill gesture to skip the next two payments for the policy.
This was a settlement for your claim since you were unhappy with the outcome. Our goodwill gesture that you have accepted was the 2 payments of the policy that were skipped.
If you have any questions or concerns, please feel free to contact us at ###-###-#### and we can speak with you however we are unable to speak with your attorney.
Thank you,
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 there was internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure 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 satisfied.  We strive to provide the best customer experience, therefore as goodwill gesture we offered you $400.00 to assist you in the non-covered claim.  You declined this offer and insisted on cancelling.  Per your request, CHW cancelled your policy on 9/15/2017 and your refund was processed back onto your credit card on 10/2/17 at 12:01 pm in the amount of $654.16.  Please allow 7-10 business days for the funds to post onto your bank account. 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.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 do apologize if you had experienced any frustration with your claims and we have added one free service call fee to your policy for you.We do hope that you have a much better experience in your future claims.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 compressor and run cap failed and needed to be replaced.  Please note that your policy coverage start date was 8/28/217 and you stated the last time your unit was working was 9/3/17.  Please be advised that this failure could not have occurred during the short lifespan of your policy. Per our policy, Section Letter F, Number 1, CHW is not responsible for any “…known or unknown pre-existing conditions.”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  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. In review of your most recent claim, it shows that it was approved and that the technician fixed the unit.  If you are currently having issues with the unit, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or...

Saturday-Sunday 9am-5:30pm EST.  You can even place a claim online at www.choicehomewarranty.com – all you need to do is log on.  As a goodwill gesture, we will offer you a onetime free service call fee for your next claim.Please note that we have an automated system that dispatches the technicians, therefore, we cannot specifically request or decline any technicians.  If you are assigned a technician who you would rather not work with, you can give our call center a call and request your claim to be reassigned.  In review of your policy, we see that all of your claims have been approved, therefore, we regret to hear your wishes to cancel.  If you would like to move forward with cancelling your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Please see Section Letter L of Cancellations in regards to our refund policy: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

[redacted]Per our policy, we do have exclusions and limitations that we follow and we do provide our customers 30 days prior to the start date of the policy to review the terms and conditions.  We provide this time to ensure that you have read all of the terms of the policy and if at that time you disagree, you are able to receive a full refund of the policy.  Once the policy begins, CHW is under the assumption that you have read and understood the policy.Our policy does state as we mentioned in our prior response Section F. Limitations of Liability #9 that if parts are no longer available that we will provide you with the funds towards the part and labor. We do regret that you disagree with the terms of our policy; however CHW is abiding by the terms and conditions that we have available for anyone to view online at [redacted] We do regret any frustration that you have had with this claim, however CHW is in full compliance with our terms and conditions of our policy.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 [redacted]   A review of the claims shows that the claim was handled properly. The diagnosis that was received was that a new dispenser display was needed, which is a part of the ice maker. Section Letter D, Number 3 of the policy indicates that the ice maker is not covered. You were charged the $45 service call fee as a part of the policy. Section Letter C, Number 4 indicates that there is a service call fee per claim, which is payable to our approved Service Provider at the time of the visit. As a goodwill gesture, CHW did offer to assist with payment of the non-covered claim, however it was denied. As requested, the policy has been canceled.   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 claim for your Air Conditioning unit, I do see that you had stated that the policy should have started in January, even though we received the check and cashed it in February.  Our policy states that we do require a 30 day wait for the policy to start to make sure that all units are in proper working order.  Please see Section A. coverage #3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Even if the policy started in January, this claim would not have been covered due to the fact that a unit could not have as many failures as this within the time frame that the policy was active.  Also, an inspection report does not show maintenance, it shows that the inspection person came out and felt the cold air come on and said “yes that is cold” and heat to state “ yes that is hot’. They do not do any of the required preventive work that needs to be done for the unit.We do apologize for any frustration that this has caused you and we do appreciate your feedback.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