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 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 heat pack and circuit board failed and needed to be replaced, however the heat pack was no longer available.  Per our policy, Section Letter F, Number 9, “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.”We offered funds in the amount of $595 in which you accepted.  We mailed this check out to you on June 20, 2017.If you have any further questions or concerns about the amount that was offered and mailed to you, please contact our Consumer Advocate directly.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/user-agreement/. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis and pictures that we received, it stated that there was a broken condenser fan motor bracket.  This did not occur from normal wear and tear. Per our policy, Section Letter A., Number 2 CHW only 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 requested to cancel due to your dissatisfaction.Per your request, your policy has been cancelled as of 10/25/17 and your refund in the amount of $1,611.64 is currently processing.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 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]

Complaint: [redacted]
I am rejecting this response because.  I have reported to over [redacted] via social media website " [redacted]". The general consensus from 100 percent of responses, everyone who has had or currently have your company as a home warranty " Protection" are dissatisfied. I stand that my report of your unethical and dishonest business practices will remain. Your company needs too review your policy's and procedures. I am also reporting your company to the greater [redacted] Good day.....
Regards,
[redacted]

Check was received at old address not the new address as was stated. I contacted your company and thanks to a fantastic CSR she was able to have accounting not put a stop payment on it  and let me process it.  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]

[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.
( Although, I think  this is a  very poor  response to a  customer  compliant  , I will accept the $80.00  just to be done with  it. The dryer was in  working order.....before the  heat element  broke. ) I want the check sent  to me  ASAP.
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 claim it has been noted that your claim was handled in accordance to the policy. The claim was not covered as indicated in section Letter F, Number 8, CHW is not responsible for repairs related to rust and corrosion.   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. 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 requested to cancel your policy due to your dissatisfaction.   Per your request, CHW cancelled your policy on July 26, 2017 and have processed your prorated refund in the amount of $262.50.  Please refer to our policy, Section Letter L of Cancellations as you were only entitled to a prorated refund. 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 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 sealant around the skylight has deteriorated and needed to be replaced.  Per our policy, Section Letter E, Number 6, “…Skylights…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction. Per your request, we have cancelled your policy as of June 6, 2017 and will be processing your refund.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[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, I do see that CHW policy started on 6/5/15, you placed your first claim on 6/7/15 for both Air Conditioning unit Claim # [redacted] and Septic System Claim # [redacted].  Please note that our policy clearly states that ALL UNITS MUST COME INTO THE POLICY IN PROPER WORKING ORDER. Placing a claim 2 days after the policy began shows that you did not follow our policy.  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.I do see that on 6/11/15, you had spoken to one of our managers whom offered you a pro-rated refund  to the policy that we did provide to you on 6/11/15 in the amount of $254.00.We do apologize that you were unhappy with our policy, CHW did provide you the pro-rated refund as stated.  CHW is in full compliance 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. Upon review of your claim, we do see that CHW has assisted in the amount of $115.00 for this claim. If you do not wish to keep this policy, as a good will gesture, CWH will refund the amount that you paid of $375.00 and refund that amount minus the amount that we paid of $115.00 to provide you a refund of 260.00.  If you would like to accept this offer, please contact us at ###-###-#### and once you accept, we will send you the agreement to sign.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions.Thank you,CHW

I am rejecting this response because: the tech that came to the home was not honest in their description as I HAVE STATED TO YOU because I have had THREE other techs come out. I have taken pictures of the inside of the duct as well to PROVE this. He stated it was all throughout the system in your notes, my pictures prove it is NOT and is just on the wall. Therefore, it definitely could have and did develop this in 14 days. In addition, my unit on the outside does have some rust...it's 19 years old. Your policy says NOTHING about not covering a unit that has some rust on it. In addition, the rust on the outside unit has NOTHING to do with the hole in the duct in the inside unit. It doesn't take much intelligence to understand, you are simply seeking any reason and all that you can find to deny providing proper services. You tech wanted to be able to replace the entire unit so that they could make money from it. Therefore, he exaggerated the claim to you. This is not my fault as the consumer. You elected to contract with that company, not me. You elected to send that company out, not me. But because he falsified that information, you refuse to listen to the consumer and the current pictures I have of my unit. You are breaching your contract. Period.
Regards,

Complaint: [redacted]
I am rejecting this response because: Capacitor are electrical system that is not related with the Freon,
If freon is low, the capacitor will not kick on to protect the compressor not the capacitor.
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 breakers were loose and making a buzzing noise, “b” buzz bar melted and the “a” buzz bar was black arcing.Arcing is caused when the breaker in the panel are loose and the electrical current jumps the gaps from the buzz bars to the connectors of the breakers.  This is not a failure that happens from normal wear and tear.  Per policy Section Letter A, Number 2, CHW only 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 we offered we offered to pay $300 towards your repair.  You accepted this offer. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted]CHW stated that the compressor has shorted to ground, there are several ways that this can happen, one of them being that the unit lacked proper routine maintenance as specified by the manufacture.  Once we receive routine maintenance records, we will be able to provide them to our authorization department for review.  Kindly send them to [redacted] or fax them to ###-###-####.Thank you,CHW

Dear [redacted],We regret to hear your frustration and apologize for any inconveniences this may have caused you. After re-reviewing this claim, the technician advised that the part needed to repair your unit is still under the manufacture warranty.   While CHW will cover the...

labor to install the control board, you will need to contact your unit’s manufacture in regards to the control board. Please contact your unit’s manufacture is: Goodman, ###-###-####.  The model# is [redacted] and the serial# is [redacted].For further information, you can contact us directly at ###-###-#### Monday-Friday 8am EST to 8pm EST or Saturday-Sunday 9am-5:30pm EST.Regards,CHW

Dear [redacted]We do regret that you are not satisfied with the outcome of the claim however; CHW has offered to provide you with the funds in accordance with the policy terms.  Since the parts are no longer available, CHW is offering to provide you with the amount for those parts plus labor.  We have actually increased the amount from $229.00 to $300.00 however regardless if you decline the offer, it will not change.We have documented that you have declined our offer and if you chose to accept it, please feel free to contact us at ###-###-####.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
The washer was never fixexed. The technician called me on 6/14/2017 to ask if I had heard from you, because they had want you aReport on the issues. I told him that you stated 2ndary not cov.  he said there was no 2ndary, the ticket was still opened. They had not completed the job.  so how is this 2ndary?.  They requested parts to fix, but CHE refused them. I can provide the tech phone number if needed. IcallCHE yesterday and spoke with customer service to tell them what the tech called me and said.  I was told by the that I needed to have the tech call you  all.  you sent him to my house wht do I need to tell them to call you, however I did that   the tech said they  have relayed the issues to you already and you need to contact them.  Now whhat? 
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 faucet/fixture and the main tub line pipe needed to be replaced.  Both items were replaced without prior authorization from CHW.  Per our policy, Section D, Number 8, CHW does not cover “…Faucets, fixtures, cartridges, shower heads & shower arms...”Per our policy, Section Letter C, Number 3, CHW “…will not reimburse for services performed without prior approval...”Please note that the invoice that we received for the replaced of the main tub line did not show what pipe was needed to be replaced or the cause of leak.  Although this claim was not covered, CHW will reconsider the outcome of this claim.  In order for CHW to reconsider reimbursement, please submit the correct invoice to [email protected].  Please add on the subject line the claim number: [redacted]Once we review your invoice, we will contact you with an update. 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 policy it appears that your claim was processed accordingly in agreeance with the terms of the policy. In section Letter D, Number 3 we are not responsible for repairs due to line restrictions. It appears however, that you have requested to have a full refund. We have sent you information relating to a release agreement that will cancel your policy and provide you with a full refund. Please check your email for the information and feel free to call our customer service team directly at 1-888-531-5403 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