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 [redacted]   Upon review of your claim it appears that a check in the amount of $400 has been mailed to you at the address on file. In the event you do not receive the check please call CHW directly at [redacted]5403. The team will be able to put in a request to determine if the check has been cashed.   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, as long as they keep their part of this resolution and I receive my $200.00 as promised.
Regards,
[redacted]

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 [redacted]   Please accept the apologies of CHW for the delay in getting the assistance needed. The claim was placed on 8/12/16 and CHW was able to assign a technician on 8/13/16. A note has been made and sent to the Vendor Relations team that an appointment was made and not kept by the technician. Once informed of this, CHW was able to work diligently to have the claim reassigned to another technician who was able to provide a diagnosis on 8/17/16. Upon review of your claim it appears that it was handled in accordance to the policy section Letter D, Number 6 in which storage tanks are not covered. The issue is a main tank leak.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because: The Choice Home Warranty position is nonsense! According to the technician who inspected the equipment there was no sign of neglect.  The  28 year old air conditioner was just tired.  In Florida, A/C units rarely last 15 years let alone 28.  If we had neglected this equipment would it have lasted 28 years?? Of course not. Your response is simply deflecting and rationalizing so you don't have to pay a claim. Further, your sales person said if we paid for three years, and we were not satisfied we could cancel at any time for a refund.  To this point that has not been offered.As we have clearly been wronged in this matter we will pursue every remedy available to us under the law.
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 appears that it was processed in accordance with the policy section Letter F, Number 12 in which CHW is not responsible for repairs related to lack of maintenance. However, although it is not required, CHW invites you to submit your maintenance records indicating your unit has received routine maintenance. The policy indicates that 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.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted],We do understand however our policy excludes failures that are caused by rust.  Please see section F. Limitations of liability #1 and 8. 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]   A review of your claims show that the claim was handled in accordance with the policy. CHW did cover claims for repairs on the unit previously, however, repairs are didn’t from required routine maintenance. Based on the diagnosis for this recent claim, the heat exchanger is cracked due to improper combustion, which is caused from a lack of proper routine maintenance. 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. In the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request maintenance records in reviewing its decision”.   CHW doesn’t require maintenance records, however, you are invited to submit the maintenance records to have the claim reviewed in hopes of a more favorable outcome. You can submit the information to [email protected] and be sure to provide the claim number on the correspondence that are sent. Should you have any questions, please reach out to 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

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 claim shows that the claim was handled properly. Based on the diagnosis that was received from the technician, the claim is not covered. The failure was a result of damage to the cabinet being dented or damaged and causing a scraping sound. This is not normal wear and tear. Section Letter A, Number 2 of the policy indicates that CHW is responsible for repairs related to normal wear and tear. As a goodwill gesture, CHW did offer to provide you with $100 to be used towards the repair of the non-covered claim, however it was declined.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:If it is vibration of water follow, Why? it did not make a sound in the began of the year 2015, It make a sound on the middle of 2015. please give me the right answer which make me happy please.
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, we do see that you have had several claims not only for the Air Conditioning System but others as well to equal the amount of $838.82.  However, reviewing this claim, we do see that the failure that occurred showed to be a lack of proper routine maintenance.  CHW will be happy to review the claim again if you can provide us with records showing that you have had routine maintenance as specified by the manufacture; which is per our policy that you do.  Please see Section F. Limitations of Liability #12.Please kindly send your routine maintenance records over to [redacted] for our authorization team to review claim.We do regret your frustration; however CHW is in full compliance with our policy. Thank you,CHW

[redacted]CHW received an email from you on 1/27/17 that states that you are requesting to cancel your policy with us.  As a goodwill gesture, we are offering to provide you with a full refund of the one policy for [redacted]. in the amount of $330.00. If you would like to accept this offer, please contact us at ###-###-#### and we will provide you with an agreement to have a refund go back to your credit card. If you do not wish to cancel this policy, then you are welcome to provide us with a second opinion that shows a different outcome.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 still believe that I have been over charged for this warranty, and find your company very unfair and difficult to deal with, but based on the refund amount, I will keep it for the remainder of the 5 years in order not to be ripped off. I will use the policy to the fullest over that time period. 
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]

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 for your heating system we do see that the claim was not covered due to a lack of proper routine maintenance.  Upon speaking with you, we did explain that routine maintenance would be something that you would have to have done by your own licensed technician per the manufactures specification.  Please see Section F. Limitation of Liability #12.We did advise you if you felt that the diagnosis from the technician was incorrect, you could provide us with a second opinion.  If you do have maintenance records showing that the unit was properly maintained for the past couple of years, we would be happy to review and see if the claim can be over turned.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because: will send 
Regards,
[redacted]

On 3/17/15, you placed a claim for a Plumbing Stoppage at that time you had requested to use your own technician.  CHW advised the you that he may use your own technician but you have to have the technician contact our authorization department in order to receive an authorization for any work...

performed.  We explained to you that per our policy, Section C. Coverage # 3. We have the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.On 4/29/15, we received an invoice along with the your reimbursement form from the technician stating that you did have the work completed the same day as the claim was placed.  We contacted the technician and we were advised that there was a broken pipe for an outside hose bib.  On 7/16/15.  We explained that we had spoken to the technician and per our policy, Section D. #8 states that we do not cover Hose Bibs.  You stated that the technician did not use that terminology and wanted us to contact him back.On 7/29/15, we were able to reach the technician again and confirm that the issue was in fact a hose bib that had the failure.  We contacted you to call us and on the same day we explained to you that we had spoken to the technician and again, per our policy Section D. Coverage #8 Plumbing Stoppages under Exclusions “ … hose bibs…” are not a covered item.You again contacted us on 7/31/15 again to review the claim and we again provided the information from the technician and explained to you that if you felt that this is an error then you should have the technician contact our authorization team and provide us with a different diagnosis but as for the diagnosis that we had received the claim was not covered.We do regret your frustration with this claim however; Choice Home Warranty was in full compliance with its terms & conditions.  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] 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.  Please be advised that the pictures we received confirmed this failure. 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 in agreeance.  In an effort to dispute the claim, you sent in your maintenance records for review.  Unfortunately, the records were insufficient as there were no amp draws, no pressure readings, etc.  The outcome of the claim uncovered. 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 [redacted]   Upon review of your claim it appears that it was processed in accordance to the policy section Letter F, Number 1 in which CHW is not responsible for repairs related to known or unknown preexisting conditions. Based on the diagnosis received from the technician it was determined that the failures that occurred with the unit wouldn’t occur in such a short amount of time from the effective date of the policy. The policy was effective on July 19, 2016 and the claim placed on 8/1/16. There were major failures that develop over time. Additionally, in order for reviews to be completed on claims, the policy needs to be an existing policy and when an attempt was made to submit a second opinion, the policy was no longer active with CHW.   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 that we received, it stated that calcium and sedimentary building inside causing restriction in the line.  Per our policy, Please refer to your home service agreement Section Letter F., Number 8, CHW is not liable for repair of conditions caused by “…sedimentary build up…”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. As of 11/3/17, your policy has been cancelled.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]

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 Upon review of your claim, we do see that a check in the amount of $180.00 was authorized for your unit as a buyout.  Our checks do take 30 business days from the date of the authorization.  We also see that the check should be mailed out this week and you will receive it shortly.If a check does not reach you after it has been mailed out of our home office, we can reissue a check but the customer will be charged $30 for the stop payment on the previous check.  If it has been 90 days or more, CHW will then reissue the check at no cost.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW