Bass Services, Inc.

*** ***,Upon review of your claim, we do see that the policy is past due Our records show that the failure is something that is not covered per our policy If you would like the check, your policy must be in proper status, as of now you are behind in payments in the amount of $45.83.We can take the amount of $out of the $that is being offered to you, and then we would be able to cancel the policy.The notes in your claim reflect this statement, if you would like to take advantage of this offer.Regards,CHW

Dear Linda ***, 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 it was handled in accordance with the policy section Letter F, Number which states, “We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor 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”Records indicate that the compressor shorted to the ground causing an internal failure and you were able to have this replaced under the manufacturer warrantyCHW values all customers and would not want to lose any customers, however, a request has been placed for the cancellation department to call you to resolve your request 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: I have never received an email from you or your company, please resend the cancellation email to [email protected] is the email listed on the accountAfter this is received, I will gladly accept your response through this site.
Regards,
*** ***

,I do apologize, I am having trouble finding your policy numberCould you please provide me with the number? How did you sign up with us? Are you sure it was with Choice Home Warranty? I will be happy to provide you with the $but I do have to have an account to close to do that with
CHW cannot take anyone's money out of an account without the customer signing up with usCan you please tell me when you signed up?

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 our web site at ***.Upon review of your claim for your heating system, it was found that the unit stopped working due to a lack of proper routine maintenance The technician advised us that the coils were dirty, clogged and unit was on a pad that was full of dirt and debris on the bottom The compressor stopped due to an overload Per our policy, Section FLimitations of Liability #states that CHW is not responsible for repairs related to a lack of proper routine maintenance specified by the manufacture.We do see that you had spoken to the head of customer service and they did offer to provide you with a full refund of the policy, since you disagreed with the outcome and hence the policy.We do regret your frustration however; CHW is in full compliance with the terms and conditions of the policy.Sincerely,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 assetWe 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 purchaseIt may also be found on our web site at ***
Upon review of your policy, we do see that you paid $for a year and during that time, not a month later you submitted a claim for your Air Conditioning System in which CHW did assist you withCHW covered a portion of the claim due to secondary damages as stated in Section F#The initial failure was with the blade which caused the motor to failCHW did provide the technician with the funds to pay for the initial failure
The second claim was not covered due to the fact that rust and corrosion is not a covered portion of our policy; rust and corrosion is the failure, if it is or not, we do not cover this type of failurePlease note Section FLimitations of Liability #as well as $
Your technician provided us with a diagnosis that stated that there was severe rust and corrosion on the unit which caused the evaporator coil and condenser coil to leakThis is not a frivolous reason for not covering a claim; it is a legitimate reason which is a non-covered failure of the policy
In reference to the refund of the policy, you are subject to pay an administrative fee, plus back what CHW has paid for the claims in the policy and then provided back the amount of months that you have leftThis can be found in Section LCancellations of the policyThe only difference is your administrative cost is not $as you stated however it is $which would be deducted and you would be refunded the amount of the months not used and charged for the months used
If you would like to cancel the policy, we ask that you either contact CHW or write a letter for cancellations
We have documented the fact that you would like to cancel and ask that you review your policy
CHW is in full compliance with the terms and conditions of our policy
Thank you,
CHW

Dear Ms***,The claim was not covered because the technician stated that the unit lacked proper routine maintenanceThis would be the yearly date that there is a technician that comes to the home and cleans the unit, checks all the levels and makes sure that the unit is working properlyThat is what CHW is stating that the unit is lacking.In reference to any kind of money, CHW does not have a buy-out offer for this claim because it was not coveredWe will only provide a buy-out for a covered claim and again, this claim is not covered.We do regret your frustration however if you can show that you have had routine maintenance by the a technician, please kindly send that to us and we will be able to review.Thank you,CHW

Complaint: ***
I am rejecting this response because:
It was never determined it was rust because the initial technician did not even open the unit to make that assumptionI had to wait over a week (in Texas heat) and still never heard anything about the rustYour response is not valid or the premise that you had contacted me is not correct
Regards,
*** ***

CHW has licensed technicians that are performing the work and providing the diagnosis to CHWOnce CHW receives the diagnosis a determination is made based on the information presentedInformation received from the technician included that the unit was pulling too many AMPs (which would have been detected with proper routine maintenance), there was compressor was bad, both condensers were on one breaker and the technician advised that there was a lack of maintenanceHowever, in an attempt to help with the repairs, CHW provided a goodwill payment of $ 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 ***. CHW does not tolerate nor do we condone anyone in our company being rude to our customers Since you stated that Luis was rude to you, we pulled the call that you had with him and we did listen to the conversation We did not hear our Manager being rude to you but stating that you are not entitled to a full refund, which you are notPer the policy, Section LCancellations is what you are entitled to He stated exactly why the claim was a non-covered, advised you what the pro-rated refund would be, he even offered a goodwill gesture of $to go towards the non-covered claim and you screamed profanities at him and you ended the call by calling him a liar If anyone in our company was rude to you, we would have taken action against this person; however this Manager was not short with you and did maintain himself in a professional manner.Our policy states in Section DCoverage #that galvanized piping is excluded Our policy has included and excluded portions and we provide our customers days after purchase date to review the terms and conditions to ensure that you agree with them, if not at that time you are permitted a full refund Within the days you are to ensure that all units are in proper working order since we do not cover pre-existing issues.We do regret your frustration with this claim and the other claims that you had that were not covered We strongly urge all customers to re-view the policy and contact us with any questions or concerns If you would like to still cancel this policy with us, please contact us and we will provide you with a pro-rated refund, As stated above you are not entitled to a full refund of the policy You have used months of the policy already and the remainder of the moths refund for you would be $ We again ask you to review the policy and Section L. Thank you,CHW

Dear *** ***We regret to hear your frustration Please be advised that refunds may take up to business days from the cancellation date, however, we have put in a request to expedite your refund.For any further questions or concerns, please contact us directly at ###-###-####
Monday-Friday 9AM to 6PM EST.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./useragreement. Upon review of your claims that you placed with CHW, we do see that you have had covered claims with CHW CHW has paid for this policy a total amount of $for this policy If you chose to cancel this coverage, you would be charged for the months that you used for the service, minus an administrative fee and minus claims paid for the policyThe remaining months, you would be provided back however you do not receive the extra free months that CHW provided to you as a goodwill gesture upon signing up with us You would be provided a refund totaling $ In regards to contacting our Customer Advocate, we do apologize if you have sent her an email we do provide business days for a response. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Hello. I have received my $check from Choice Home Warranty and would like to cancel this complaint. Thank you

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 ***. We do regret the frustration that you have experienced with CHW, we do see that you have placed claims with us and the prior claims have been approved claims that CHW did pay out on Since you are so upset with the company and the way the claims are processed, the customer service, and the hold times, we are willing to offer you a refund of the paid policy and subtract the amount that we have paid in claims to provide you with a refund of $420.00.If you would like to accept this offer, please contact our customer service department at ###-###-####, please advise them that you would like to accept our offer and then a release agreement will be sent to you Once you have signed and returned the agreement, we will process the funds back onto your credit card or place it into a check for you.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***,We have emailed you a conformation of the policy showing that it was cancelled We have also provided you back one month of payment that you paid for the policy We are not able to provide you with a full refund of the policy due to the fact that CHW has assisted you with $in claims.We do regret your frustration however because the policy is cancelled and we have provided the payment back to you, there would not be anything more that we can do for you at this time.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 ***, and find that this resolution is satisfactory to me, on the condition the repair is made in a timely mannerI reseverve the right to resubmit if CHW continues to not follow thru with their promises
Regards,
*** ***

Dear *** * *** ***We do apologize if anyone again was rude to you in our company, we do not condone that type of behavior In reference to your claim, you can use your own technician but you must make sure that they contact us before any repairs are completed If they charge you an emergency fee, that will not be covered under our policy If the technician does not contact us before any repair is completed, we will not authorize any work as stated in section CService Calls #2.If you would like to use your own technician, please contact us for a reimbursement form.We are also offering you a full refund on your policy since this has been such a trying experience for you, we would wave any fee’s that you are to pay for the cancellations as stated in Section LCancellations and provide you with a credit of $back to the credit card that you had purchased the policy under.Kindly contact us to advise of what option you would like to use. We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Complaint: ***
I am rejecting this response because:this is a paragraph from there booklet you get when you take out a policyThe air conditioner section seys they will replace the unit if it is not fixable No where in this paragraph does it say you must keep detailed records of serviceAll I ask is honor there contract and fix it or replace it
Regards,
*** ***

Complaint: ***
I am rejecting this response because:This ductwork has been in place and working since with no problems, it suddenly stopped working on Dec and Choice Home No-Warranty corefuses to stand by their agreement
Regards,
*** ***

I am happy to report that CHW and the Mr*** was able to successfully resolve this claim Regards, CHW