Bass Services, Inc.

[redacted]I have reviewed the pro-rated refund with our billing and there was not a mistake as I thought.  You had paid:$470.00 on 3/31/15$468.33 on 5/2/15$468.33 on 6/2/15We gave you a pro-rated amount of $1034.00 on 6/9/15 but for all the confusion, I have requested to give you a full refund and you will be given a credit to the credit card that you purchased the policy with in the amount of $372.66.  This is the remainder of the balance that you had originally paid $1406.66.Please look for the credit within 5-7 business days.Thank you,Tracy

According to the manufacturers specifications indicated in the units documentations, it specifies what preventative maintenance is. Section Letter F, Number 12 of the policy states, “We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For 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”. CHW doesn’t maintain any records of maintenance that has been performed due to this exclusion in the policy. Consumers also do not have to use the technicians that are sent to CHW to do repairs that aren’t covered. The technicians aren’t referred for anything other than what they are assigned to diagnose during the claim. Section Letter F, Number 19 of the policy states, “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:  The technician did not check the dryer's thermostat or the drum when told it makes a thumping sound. he stated the rollers could be worn out but didn't do anything about it.  All he did was take off the vent connection between the wall and dryer, and state the venting was not up to requirements which is not true. This house was new when I bought it and was up to code in all aspects.  He stated the vent was clogged, another lie, he didn't check it upstairs or go under the house to check it. (my neighbor also verified there was no clog in the vent after checking under the house.)  I have a vacuum with a long crevice tool attachment, which also proved the vent was not clogged.  I did not call for my vent to be checked, I wanted my dryer checked out, I had a very similar problem in the past and it was the thermostat.  After being told my drum rollers could be worn out, the technician STILL DID NOT check the dryer.  Like in the past I am still able to use the dryer on a low setting.  I am very disappointed with the service I have received from the technician sent to my home from [redacted], and I ask that he not be allowed to return as I would not be comfortable with him repairing anything of mine.  From my past experience with an over heating dryer, it costs more to repair it then to replace it, therefore I am asking that the dryer be replaced instead of another non productive visit which will avoid being put through any more stress.
Regards,
[redacted]

Dear [redacted] [redacted],We regret to hear your frustration however, please understand that your system being 4lbs low on Freon takes a while to occur and would not have occurred during the short lifespan of your policy. The outcome of the claim stands.The offer for a free service call is still available, making it 2 free available service calls fee on your policy.  Regards,CHW

Mr. [redacted],Please see our policy, Section E. Optional coverage #4, the sump pump is an extra add on for the policy.  You chose not to purchase the extra coverage for the policy.  As a goodwill gesture CHW will offer to provide you with $200 towards this claim however if you chose to renew the policy, you can then add the extra optional coverage.If you would like to accept this offer, kindly contact us at ###-###-#### and we will provide the authorization to you or to the technician in the amount stated above of $200.00.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 [redacted]   Upon review of your claim it appears that your claim was dispatched on June 12th and assigned to a technician on June 13th. We made attempts to reach the technician and was able to successfully able to call and request the diagnosis which is needed to determine the outcome of the claim. We were able to obtain the information and also the pictures that were required. As a result of the policy, section Letter F, number 12, we do not cover repairs due to lack of maintenance.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

The claim was not covered as CHW is responsible for repairs related to normal wear and tear. The overheating of a compressor is not something that is caused by normal wear and tear and as a result wasn’t covered in the claim. CHW invites customers to obtain a second opinion as their expense and have this information provided to CHW for a review. Several attempts were made to obtain information from CHW unsuccessfully. You can have the technicians that have provided you with additional diagnoses call CHW directly and speak with the authorization team to review the claim. They can be reached at ###-###-####.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because: We originally had [redacted] do an annual service on the AC. (CHW does not cover this, so we chose a local business) There was a recommendation that some parts needed to be replaced due to wear & tear. (which CHW does cover, section A, #2...become inoperative due to normal wear & tear)  The next day, the house was not cooling. [redacted] was out again & estimated  the evaporator coil was leaking causing ice to form all over the unit & needed to be replaced. I've attached a copy of this diagnosis & estimate. ([redacted] diagnosis) At this point, we contacted CHW, since they are our warranty company &, according to their contract, cover the repair or replacement, at their expense, the systems & components mentioned as "included" The diagnosis from the technician sent by CHW was for replacement. I've attached a copy of the diagnosis. ([redacted]) Both [redacted] & [redacted] further recommended the replacement of the entire unit, both outside & air handler due to the wear & tear of both items. They also further explained, if only the coil was replaced, there would be further visits to repair other parts of the unit/air handler & would cost more money in the long run. I've attached both estimates for this. CHW was notified by [redacted] that, at a minimum, the evaporator coil needed to be replaced. Photos were also included in this diagnosis. CHW is manipulating their contract & being deceptive with their sales tactics. All technicians are in agreement that a 17 year old AC unit was in need of total replacement. Therefore, we should be reimbursed for the replacement cost of the unit.
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 at [redacted].
We do see that there was a check that was authorized and mailed out to you in April. Our checks do take a processing time of 30 business days to send out. We are not able to provide another check before 90 business days unless the fee of cancelling the first check has been paid in the amount of $30. If you would like for us to wait the 90 days, we will do so and then send another check or you can pay the stop payment for the first check.
Please contact our customer service and advise accordingly.
We do regret your frustration with the policy; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Dear George [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 it was processed in accordance with the terms of the policy. CHW is not an emergency service and in accordance with the policy section Letter C, Number 2, “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”.  The sale date of the policy with CHW was 6/29/16 with an effective date of 8/1/16. Section Letter B of the policy states, “Coverage starts 30 days after acceptance of application by Us and receipt of applicable contract fees and continues for 365 days from that date. Your coverage may begin before 30 days if We receive proof of prior coverage, showing no lapse of coverage, through another carrier within 15 days of the order date”. If you had previous coverage you could have shared the information to allow for a review of the claim. CHW offered to assist with the resolution of the claim by offering a full refund of the policy with an agreement but it was declined. The claim was processed accordingly.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],We do regret the fraction with this claim however the policy does not permit us to cover a claim that has failures due to rust or corrosion.  There is an inner tube that will rust and it causes small wholes inside the copper. CHW

We do regret that you did not want to be a part of CHW and we do see that you did make one payment of $187.50 and we also show that it was credited back to you on 12/31/15.  It may take a few days for your bank to show this but CHW has refunded you back.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:I'm on hold with CHW as I'm typing this, but again kept transferred around for over 45min.The refunds I was quoted are no way near what they claimed, my home warranty was promised a refund of close to $1000 out of the $1800 policy I paid for a 9 month coverage!? although it's not fair but I said fine just get me out of that policy and now they're saying they spent over $3000 on my $1800 policy which is totally incorrect!!? that's just plain stealingsame thing with the other policy paid $2700 for it and was promised $1800 back but all I got was around $822
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.Upon review of your claim, we do see that CHW did provide authorization to the technician to fix the unit however after we provided the parts and payment for this section of the unit, the heating element shorted out the inner light switch which is secondary damages.  If you disagree with the outcome and you are stating that this is due to the technician’s negligence, please review our policy Section F. #19 which states that CHW is not responsible for the negligence of the technician. We urge you to contact the technician to assist with the repairs and to provide you with the service call fee.  Since that payment was provided to him, CHW would not be able to reimburse for the service call fee however we can add one free fee to your policy.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 ***   A review of the claim shows that the claim was processed in accordance with the policy. The diagnosis that was received from the technician was that the motor had bad bearings. A home inspection is not required and as long as the repair is in accordance with the policy it is covered as outlined. Section Letter F, Number 1 and 18 indicate that known or unknown preexisting conditions are not covered. Records indicate that CHW has requested that you return their call on 12/4/16 to discuss this with you further to determine if there is anything that can be done as a goodwill and the call has not been returned. CHW values all customers and it is important that customers are happy, however, if you would like to cancel the policy, you may call the CHW customer service team directly at ###-###-####.   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 better than nothing. In order for them to cover the compressor and cost of labor, I will have to sign a release form (haven't signed it yet).  After I sign the form, which also ends my home warranty contract, I will no longer be able to discuss this matter with anyone (including the Revdex.com).  So before I sign anything, I don't believe Choice Home Warranty handles business with ethics and morality at the forefront of their operations. It has taken above and beyond efforts on my part to get them to consider resolving an issue that should have been resolved almost a week ago. I am highly dissatisfied with the company and could not vouch for this company as being creditable in their operations. However, after I sign the release, I will have to inform you that the this matter is fully remedied
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 out of the 8lbs of Freon your system can hold, it was down 2lbs. Your system being low on Freon indicates that there is a leak somewhere in the system.  Please understand that 2lbs of Freon would have taken time to leak out of the system and would not have occurred during the short life span of your policy.  Per our policy, Section Letter F, Number 1, CHW does not cover 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.  You were transferred to our Customer Solutions Department where it was advised to you that if you would like to further dispute this claim, a leak test must be performed to find out what caused the system to leak.  At that point, we would re-review the claim.   A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.  Please note that the technician did advised that a leak test needed to be done, however you declined. If you choose to move forward and get a leak test, please submit the results to [email protected] for review.  Once we have reviewed the results, we will contact you. We regret to hear your wishes to cancel.  If you choose to cancel your policy, please contact our Customer Solutions Department 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 [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. The diagnosis that was received stated that the evaporator coil was rusted out, which caused the system to leak. Per our policy, Section Letter F, Number 1 and 8, states that we do not cover failures caused by “rust or corrosion.” Our Sr. Claims Specialist advised you about the outcome of the claim, in which you did not agree with.  We strive to provide the best customer experience, therefore we have informed you that you are welcome to get a second opinion.  You accepted to get a second opinion.    Please have your technician submit his diagnosis by contacting our Authorization’s Department at ###-###-#### option 1 then 5, Monday-Friday, 8am-7pm EST or Saturday and Sunday 9am-5:30 pm EST. Please note, if the diagnosis is different we would adjust the outcome of the claim accordingly.  Until then, the outcome of this claim stands. 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 and apologize for any inconveniences this may have caused you.  We have added a onetime free service call fee onto your policy which can be used on your next claim.  At the moment, we are currently waiting on the technician diagnosis....

 Once we receive the diagnosis, we will reach out to you to with the update. 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 unit is leaking and per our policy CHW does not cover leaks of any kind for the refrigerator.
We urge all customers to review the policy and if any questions, contact us for an explanation.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW