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].   A review of the claim shows that the claim was handled in accordance with the policy. Section Letter C, Number 2 of the policy states, “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”. CHW doesn’t offer emergency service, but repairs of covered claims. Based on the diagnosis that was received from the technician there was an issue with a cracked heat exchanger, rust and corrosion. Section Letter F, Numbers 1 and 8 of the policy indicate that CHW is not responsible for repairs related to rust and corrosion. CHW attempted to work with you and provide a goodwill gesture to assist towards repair or replacement in the amount of $250 and it was declined. At this time, in compliance with your request, your policy has been canceled.   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 see that you have cancelled your policy. Please understand that we do not provide emergency or “24 hour repair.”  Our policy states in Section Letter C, Number 2, that we have 48 hours to contact a service provider, in which we did...

contact all of the technicians in your area.Please note that you are only entitled to a prorated refund, per our policy, Section Letter L of Cancellations: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 received a chargeback request from your bank and your request to cancel.  As of May 30, 2017 we have cancelled your policy.  Please contact your bank for the refund. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted],I do apologize but you were misinformed, the technician did not get paid $400 for that claim.  He did not get paid anything but the service call fee that you had paid him and a trip charge that we provide.  All of our technicians have a $100 pre-set authorization but if the claim cost more than that they cannot collect the $100.00 and if the claim is not approved, they will not collect any funds.  If you had disagreed with the technicians’ findings, you could have provided a second opinion from your own technician and we would have it reviewed.  Since you have cancelled the policy, we are not able to provide you with anything further.  We do regret you being misinformed and being upset with this claim 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:
It still frustrates me that they are still claiming a crack that does not exist but hey this is the easy way out.  It is also funny that their first paragraph mentions customer service.  If that was so important to them why did it have to take a complaint to the Revdex.com to figure out a solution.  This is not a company I want to work with in the future.  Lets hope my home stays together in the next 10 months so I don't have to worry about filing another claim with them.  I seriously think the main goal of the claims group is to find any reason to deny the claim,  even if they have to make up something like cracks in a picture that don't exist.  Two professionals that had hands on couldn't find cracks only stains that may look like cracks to someone that probably gets a bonus for calling it a crack and denying the claim.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 [redacted].   Upon review of your claim it appears that it was processed in accordance with the policy section Letter F, Number 12 in which it 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”. Although CHW doesn’t require maintenance records, customers are invited to submit the maintenance records to have a claim reviewed and hope for a more favorable claim outcome. As this home was a recent purchase and there was only 1 maintenance record, CHW extended a goodwill gesture payment to assist with the repairs of the non-covered claim but it was declined. Since that time the account has been canceled.   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: I still have not received the credit back as of 10/25.  It's been 13 days since cancellation.  I will accept the response once the credit is received. 
Regards,
[redacted]

Dear [redacted] We regret to hear your frustration.  Please understand based on the last diagnosis, it stated that the technician needed a wiring schematic in order to fix the unit properly. As a goodwill gesture, you can submit your paid invoice to [email protected] for review.  Once we have received, and reviewed the information, we will contact you with an update. Regards,CHW

Once again we apologize for the delay in having a technician assigned to your claim. I have reviewed the claim and it appears that we have been able to locate a technician and you have an appointment scheduled. We are hopeful that we will be able to have this resolved. 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 claim shows that your claim was handled according to the policy. The diagnosis received from the technician was that the elements wouldn’t come on. There were bad elements and a bad switch. It was deemed that these multiple failures wouldn’t occur in such a short span of time in which you had the policy. Section Letter F, Number 1 indicates that CHW is not responsible for repairs related to known or unknown preexisting conditions. The effective date of the policy was 10/9/16 and the claim was placed on 10/12/16. At this time the policy is not active and there is no refund due. Section Letter L, Number 4 of the policy states, “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 CHW”.  The sale date of the policy was 9/9/16.   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], We regret to hear your frustration and dissatisfaction.  In regards to your Water Heater Claim# [redacted]:The diagnosis that we received stated that the tank was leaking and that it was a low boy water heater. Per our policy, Section Letter D, Number 6, CHW does...

not cover the “…Main, Holding or storage tanks… Low boy and/or Squat water heaters…”  Due to your dissatisfaction, as a goodwill gesture, CHW covered the claim for you. In regards to your Plumbing System/AC Claim# [redacted]The plumber did request that a HVAC technician be brought to the home to diagnosis the issue.  Please note that the repair that was made to the AC unit did resolve leaking issue. In regards to your Plumbing System Claim# [redacted]Please be advised that you that as a goodwill gesture, we approved the reimbursement of $350.00 – however, you cancelled your policy before the check was mailed out; please note that goodwill checks do not mail out on cancelled policies. Per your request, as of 9/24/2017, CHW did cancel your policies and your pro-rated refunds are currently process and will be sent back to the credit card that we had on file. If you have further questions or concerns about your specific refunds, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM to speak with an Escalations Manager.Regards,CHW

[redacted],We do see that you had requested information before the claim was dispatched however we do not know the outcome before the technician is out to the home and provides us with a diagnosis.Once we received the diagnosis it was advised that the repair would be covered but due to the Freon leaking out, we would not cover the Freon.  CHW does not cover secondary damages.  Please see Section F. #19.  CHW has paid a total of $126 for the claim itself, you have paid a total of $160 for the policy, we are able to provide you with a total refund of $34.00.  We have documented the claim, if you would like to accept the refund of the paid policy minus the paid claims, please advise us and we can send you the agreement to provide it.Thank you,CHW

[redacted] ,We do apologize for any frustration that the calls have caused you.  We have requested from our IT department to stop any calls or emails that have been sent to you.  Please allow a few days for this to be placed into the server.Thank you,CHW

Dear [redacted],Upon receipt of the agreement, we did provide a refund of the funds back onto your credit card that you had purchased the policy with.  This amount was $375.00 that went back onto the credit card ending in [redacted] and it was placed there on 1/16/17, I am sure you will be able to see it in the bank as a credit.Thank you,CHW

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/useragreement.com.I do see that there was a claim placed for a plumbing issue and I do see that the service provider stated that he did diagnose the unit.  Upon your request we did attempt to dispatch a different technician and also advised you that we have a reimbursement option for our customers.  We advised you that we would send you a form that you would have the technician fill out and upon his diagnoses he would have to contact us before any work was completed.  You stated that you did not want to find your own technician that you would like for us to continue to look for one in your area, as we did.  Before we were able to provide one to you, you cancelled the policy. Being that you have already cancelled your policy, CHW would not be able to provide a full refund.  We do apologize for any frustration that you have had with this claim.As per the claim, CHW is in full compliance with its terms & conditions.  We do urge customers to read the policy to fully understand what is and isn’t covered.  If you should have any questions or concerns, please feel free to contact us.  You can always view the policy online as stated above.Regards,CHW

I am rejecting this response because: the repair man that repaired our refrigerator wasn't getting paid for the work he did here plus other places. I spoke to customer service about him not being paid more then once and each one gave me a different reason why he was't paid yet. We never have any problems with our mail being lost by which I already recieved two other checks from   them. By looking at their track record I do not believe the check is lost.

A payment has been made for this approved claim. CHW is not responsible for secondary damages as outlined in the policy section Letter F, number 19.  Regards, CHW

Complaint: [redacted]
I am rejecting this response because:  there are items wrong with the heater that ARE covered by the warranty and NEEDS to be paid for.  But of Choice Home Warranty refuses to pay any claim!  DO NOT BUY THIS WARRANTY!  Buy [redacted].  I had them before an never had a problem.
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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we do see that the claim was originally not covered due to the failures pre-dating the policy. The technician stated that the unit was in terrible shape, that it was rusted and corroded. This is a clear sign of a lack of proper routine maintenance.  Section F. Limitations of Liability #12 states that all units must be properly maintained by the manufactures specifications.  Limitations of Liability, Section F. #1 states that CHW does not cover failures that are known or unknown pre-existing issues. Section F. Limitations of Liability #8 states that we do not cover failures due to rust or corrosion and lastly, Section A. Coverage states that all units must enter the policy in proper working order. This unit was not in proper working order since the parts were rusted and corroded. The unit lacked proper routine maintenance. CHW provides the customers with 30 days before the start date to ensure that the policy has been reviewed by you and that the units in your home are in proper working order. You unit did not show that these measures were taken. Since you disagreed with the terms and conditions of our policy, as a goodwill gesture we have offered you the max amount per the policy of $1500 and then we would cancel the policy.  We are awaiting your response.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: CHW has not called me, period.  They send an e-mail for me to call them. When I do call, I am promised the tech will be back in touch with me.  That has not happened again.  As a policy holder I am dependent on CHW to send a technician who is honest and has integrity. CHW may not be responsible for what the tech does irresponsibly, but I don't understand why I should be the one left with a malfunctioning washer at the expense of CHW.   CHW needs to re-read how I would like this to be settled and come up with a response that is more targeted/acceptable to customer satisfaction.  I continue to wait with a washer that is not in proper working condition, thanks their choice of servicemen.
Regards,
[redacted]