Bass Services, Inc.

*** ***.We do regret your frustration and the number that you are contacting is incorrect Please visit our website or contact us at ###-###-####, not ***.CHW has already provided you with the goodwill gesture of $which has already been mailed to you We are not able to provide you with more funds towards this claim.Thank you,CHW

Dear *** ***, 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 *** Upon review of your claim it appears that your claim was processed in accordance to the policyThe effective date of the policy was 8/1/and the claim was placed on 8/9/As indicated in the policy section Letter F, Number 1, CHW is not responsible for repairs related to known or unknown preexisting conditionsThe compressor of the unit failed and this is a mechanical component that will not fail in such a short span A request was received to cancel the policy and this has been honoredA call was also received that if CHW would cover this claim, the customer would return to as customersThis claim remains non-covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,We do regret your frustration however, CHW is not responsible for the technician’s negligence as stated in Section F# CHW offered for you to have your technician contact us with a second opinion however you chose to have the unit fixed without authorizationPer our policy, Section CService Calls all claims must be authorized.CHW is offering to provide you with $as a goodwill gesture however since you have been with CHW for a few years, we are willing to up the amount to $which would have been the cost for CHW to repair the unit, this included the labor and minus the service call fee.If you would like to accept, please kindly contact us.Thank you,CHW

Dear *** ***,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 or routine maintenance...” Our SrClaims 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 $towards the non-covered claim You accepted this offer as of August 24, 2017. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: ***
I am rejecting this response because:
This business practice is terrible and of course they are responsible for the quality of their technicians since customers have no choice as to whom they choose The technicians are sent randomly Choice could have made an extra effort at a little after 6:central time to find someone in authorizations (as I was told by one service representative I spoke to), but they did not so that they did not have to pay this claim They technician they sent is not insured or bonded or licensed or competent Per Choice's own contract, section A: "During the coverage period, Our sole responsibility will be to arrange for a qualified service contractor ("Service Provider";) to repair or replace, at Our expense (up to the limits set forth below), the systems and components mentioned as "Included" in accordance with the terms and conditions of this contract so long as such systems and components: Are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);" Obviously, the contractor they sent was not qualified and therefore Choice breached the contract If I give a proper review as to what happened, will I still get the free month of service, or does it have to be a POSITIVE review as the email states?Customers need to be careful of Choice as they look for any excuse not to pay for needed and covered services I'm confident that their positive reviews are paid for through the same email I got in which positive reviews are offered a free month incentive Had I known this was the practice of buying reviews, I would not have chosen Choice Home Warranty Buyer beware
Regards,
*** ***

Dear *** ***,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 *** A review of the claim shows that it was processed according to the policy. Based on the diagnosis that we received, we determined that to provide a long term solution to future potential issues with your washer unit, the best course of action was to provide you with funds towards a new unit. Per our policy, Section Letter F, Number states that “…We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost…”Our SrClaims Specialist advised you about the outcome of the claim and our policy and offered you $towards a new refrigerator. You accepted this funds as 11/10/2017; please allow days to process before the check is mailed out. Please note, that due to your dissatisfaction, we increased these funds from the original $that was offered. This claim has been considered settled.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***We regret to hear your frustration and apologize for any inconveniences you may have encountered A review of the claim shows that we have re-submitted your claim to all of the available technicians in your area and waiting for a technician to accept the work order
Please understand you can take advantage of our reimbursement process:• We reimburse at OUR rates if the claim is a covered failure• You must pay the technician up front, in addition to the SCF• Your technician MUST call authorizations prior to doing any work to complete the repair for approval• Authorization Hours are as follows: Monday-Friday 8am-7pm EST; Saturday-Sunday 9am-5:30pm• It takes days to process the reimbursement upon receipt of form• It takes days to process the checkWe regret to hear your wishes to cancel Please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM EST to process your request.Regards,CHW

Dear *** ***We regret to hear your frustration and apologize for any inconveniences this may have caused you. Our SrClaims Specialist advised you that we would reimburse you $upon us receiving your invoice. Please submit your invoice to [email protected] for
review. 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 *** and find that this resolution is satisfactory to me
Regards,
*** ***

Dear *** ***, We accept the diagnosis from the technicians that have been dispatched in an attempt to solve your problemThe technician has submitted this diagnosis which was used to help render the decision made regarding your claim. Regards,CHW

Complaint: ***
I am rejecting this response because:The person that came to my house identified himself as representing Choice and basically stole the evaporator coil from my air handler unit Choice should get this part back from the contractor or get me a new part that can be installed to make the system work I have been now days without air conditioning in FL and I have children in the house This should be resolved by Choice
Regards,
*** ***

Dear *** * ***, 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 *** A review of the claim shows the claim was processed in accordance to the policySection Letter F, Number of the policy states, “….If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair” As a result you were provided with the $In your complaint you referred to section Letter F, Number which 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”This is not the case if the parts are not available Receiving less than outstanding customer service is something that should never occur with any customer at any time and CHW apologizes for the treatment you received from the managerThe call will be reviewed and the manager will be dealt with accordingly. CHW values all customers and wouldn’t want to lose any customersIn the event you still would like to cancel your policy, please call ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***We regret to hear your wishes to cancel your CHW policy In a recent review of your policy, our notes indicate that you did call to cancel your policy, however, when you were advised that based on our policy you were not entitled to a refund, you decided to keep your policy
open. Please refer to Section Letter L of Cancellations in regards to our refund policy:LCANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $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 us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***,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 condenser coils were clogged and dirty, caused by a lack of proper routine maintenance In addition to that the condensation pump float failed. 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 or routine maintenance...” In addition to that our policy states in Section D, Number 4, that CHW does not cover condensation pumps.Our SrClaims Specialist advised you about the outcome of the claim and our policy, which you were not satisfied If you would like to further dispute this claim, you can email a copy of your maintenance records to [email protected] for review If the records show that your unit was routinely and properly maintained, we would adjust the outcome of the claim accordingly. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***,CHW does not have an electrical issue as the reason of failure; we have that the unit was shorted to the ground This can happen in a few ways; however a lack of proper routine maintenance was stated for this unit If the unit had a power surge, that would not be covered per our policy, Section FLimitations of Liability Kindly please provide us with the updated diagnosis by having your technician contact us at ###-###-#### and option to speak with our authorization department Per the diagnosis that we received by the technician's that have been to the home, this failure was caused by a lack of proper routine maintenance If you would like to provide us with your routine maintenance records, please submit them to *** and they will be reviewed.Thank you,Choice Home Warranty

CHW has been making an effort to assistA call was made today to CHW to determine if the part was received and when the customer was asked to hold the line was disconnected when the representative came back to the lineThis is a non-covered claim that CHW is attempting to assist with by using goodwill efforts 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, you had chosen to cancel, please read section LCancellations that states that if the contract is broken, any funds that CHW had paid out per that contract term will be taken out of the refund that is provided to you You will also be responsible to pay an administrative fee of $50.00.You can only receive a full refund for your policy if you chose to cancel before the start date of the policy and if CHW has not paid out on your claims; which we have. CHW did provide you with the correct refund per the terms and conditions of the policy.We do understand your frustration; CHW is in full compliance with the terms and conditions of our policy.Respectfully,CHW

Dear *** ***, 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 *** A review of the claim shows it was handled properlyBased on the diagnosis that was received it was determined that the unit didn’t fail due to wear and tearThe unit was overheating due to bad windings and burned refrigerantAdditionally, CHW is not responsible for repairs related to known or unknown preexisting conditionsThe failures wouldn’t have occurred in such a short time span of the policySection Letter A, Number indicates that CHW is responsible for repairs related to wear and tear and Section Letter F, Number of the policy indicates there is no responsibility for repairs related to known or unknown preexisting conditions Section Letter L, Number indicates that if canceled after days, you are entitled to a pro rata refund for the unexpired term, less a $administrative feeAt this time, the policy is not active and has been canceled upon your request We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***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/user-agreement/. A review of the claim shows that it was processed according to the policy. This is a partially covered claim. Based on the diagnosis that we received, it stated that spark module failed and needed to be replaced, this was covered. In order to do this, the technician would have to obtain access.Per our policy, “We are not responsible for providing access to or closing access from any covered item which is concrete- encased or otherwise obstructed or inaccessible.”CHW also offered another option to provide funds in the amount of $towards a new unit. Our SrClaims 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 can increase the funds to $towards a new unit. To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: ***
I am rejecting this response because, your company paid in claims and I had to purchase a refrigerator that was as well as to fix my air conditionYour company sent a technician out in January of 2016 how did tech not see my air condition unit had began to rustWhen I paid for technician to come out and diagnosis issue in August he stated if technician came out months prior he should have detected rust was forming on A/C unit. Yes I did cancel what good is having insurance that can't be used
Regards,
*** ***