Bass Services, Inc.

[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]

From: [redacted] [mailto:[redacted]] Sent: Friday, May 12, 2017 9:56 AMTo: Revdex.com <[email protected]>Subject: Re: You have a new message from the Revdex.com of New Jersey in regards to your complaint #[redacted]. I am not aware of how to respond to the business online.  I do not see an option.  I am still totally unsatisfied with the response from CHW.  They have since denied my washer claim a second time and forced me to pay out of pocket for another covered appliance.  I cancelled my service.  They never paid me any of the money back that I paid out or resolved any of our issues.  That response is just a slap in the face!  Nothing was resolved.  I am seeking legal action against this company.

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]

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.  We do see that we did give you the standard refund and it does come to $314.00, what CHW is going to do for you is give the discounted refund by refunding you for the 11 months that you had remaining, that comes to $30.83 a month, minus the $50 cancellation fee comes to $134.72. CHW is going to give you an additional $272.11 to bring the total of a refund to $586.11.  We will process the extra $272.11 for you and it will post to your credit card within 7-10 days.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  We do appreciate your feedback as this does help us with our customer service and service providers.Best 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 for your microwave, we do see that CHW did provide you with a check in the amount of $225.00.  We did however offer to replace the unit and on 1/19/16, we received an email from you stating that the unit that we offered to replace the one that you had was not “even close” to what you wanted or had.  Please review our policy Section F. Limitations of Liability #9 states that CHW is not responsible to provide the same dimensions, color or model that you originally had, we will replace with one that has similar features. Per your request, we did authorize the funds to you on 1/19/16 and our system takes 30 days to process the checks. We do regret your frustration however; CHW is in full compliance of our terms and conditions of the 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 the claim it appears that your claim was processed in accordance to the policy section Letter F, Number 12 which 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. Section Letter F, Number 8 indicates that 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. We regret to hear your wish to cancel your policy. Please refer to our policy Section L of Cancellations as you are 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.If you would like to move forward and 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

[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

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

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 Consumer Advocate did contact you via email.Considering that your maintenance records were not valid and you have declined our goodwill offer of $100.00 to assist you on the claim, at this time our final offer would be to offer you a full refund and cancel your policy – due to your dissatisfaction.  Otherwise the outcome of claim remains uncovered. No further action will be taken.To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.Regards,CHW

I am rejecting this response because:  I believe it is totally unreasonable to decline coverage simply due to an observance of rust, given that more than one service technician has indicated to me that there will ALWAYS be some level of rust due to natural interaction between the coils and water, and that annual maintenance would not alter that fact.
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 [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

Dear Ms. [redacted],If you disagree with the outcome of the claim, you are welcome to provide CHW with a second opinion.  Please have your technician contact CHW at ###-###-#### select option 5 then option 1 to speak with our authorization. Please note that CHW will not pay for claims that are completed without authorization and your technician must be the one providing the diagnosis.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 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

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 processed in accordance to the policy section Letter F, Number 19 in which CHW is not responsible for repairs related to 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. You expressly waive the right to all such damages. If the technician caused damages to your garage door, you will need to discuss this with the technician.   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 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