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 policy, we do see that you had contacted us in reference to the AC claim on 10/12/16 and our customer service department advised you that the part had been ordered and we apologized for the delay. For the trouble she provided you with a onetime free service call fee which you accepted.  We have followed up with the purchasing department and we are waiting to see how long the part will take, unfortunately this isn’t something within our control.If you ever feel that you do not trust any of the technician’s that CHW has provided to you, we ask that you contact us and we will reassign the technician for you or we will educate you on the reimbursement process.We do understand your frustration and do hope that this claim will be resolved as quickly as possible.CHW

Dear [redacted]We regret to hear your frustration and apologize for any inconvenience this may have caused you.  As a goodwill gesture, you will not be charged your monthly fee this month.  Your next monthly payment will resume November 24, 2017.We have reached out to the technician’s...

Vendor Relations Manager who will reach out to the technician right away regarding your repair. We will contact you as soon as we get an 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 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 were not satisfied.  We strive to provide the best customer experience, therefore as a goodwill gesture we offered you $150.00 towards the non-covered claim.  You declined this offer and requested to cancel. Per your request, you policy was cancelled on 9/13/2017 and your prorated refund in the amount of $266.66 will be processed.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. You reached to Choice Home Warranty to place a claim for your water heater as you stated that the tank had burst.  Our Claims Intake Specialist placed the claim, however, was unable to process the claim as per our policy, Section Letter D, Number 6, we do not cover the “Main, Holding or storage tanks”. Choice Home Warranty advised you that the claim was unable to process, in which you understood.  Nonetheless, you reached back out to us stating that you hired your own plumber and inquired about reimbursement.  Please see our policy Section Letter C, Number 3 where it states “We will not reimburse for services performed without prior approval.” We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Regards, CHW

CHW has qualified technicians to be able to effectively work and fix the customer's problems. The technician's are required to provide a detailed diagnosis in which we are able to base our decision. As we do respect our customer's, you are not required but we do invite you to send in your records to review the claim. Regards, CHW

L[redacted],Our last offer to you was a maximum of $450.00 that we could send to you or if you wanted to accept us purchasing a unit for you, we requested that you contact us at 1-888-531-5403.  We have not received a call from you or any update on the claim.If you would like for us to purchase a new unit for you or you would like the funds sent to you, we ask that you contact our customer service department to let them know which one you would like to accept.Thank you,CHW

CHW is currently awaiting the signed agreement that was sent to you via email on August 25, 2016 and via US Postal mail on September 14, 2016. Once we are in receipt of the signed agreement, the refund will be processed.   Regards, CHW

Dear [redacted],On 4/5/16, you contacted CHW and you spoke to a customer service rep at 11:49am, she advised you of the reimbursement amount for the fan.  You were very upset with this amount and requested to speak with her supervisor.  You then were transferred to a supervisor at 12:19pm, you advised this supervisor that you thought the reps before were rude, he apologized for that. You stated that you wanted CHW to pay for the same Casablanca unit that you had and he explained that CHW would only at that time pay for a builder’s grade per the policy states. You then stated to him that you wanted to cancel the policy.  He did ask you if you were sure due to the fact that by cancelling the policy, you were then taking responsibility to pay for the installation and he stated that as well.  You advised him that you did not want our tech to do any work and you declined the $70 that we offered to reimburse you.  At that time your claim was cancelled and your policy was as well.  Being that you cancelled the claim and the policy, you are then required to pay them yourself.  You chose to cancel with us therefore the claim and policy were cancelled.We do regret that you are frustrated however you are responsible to pay the technician since you cancelled your policy.  CHW did offer to do this however your policy would have to have been active.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 www.choicehomewarranty.com/useragreement. Upon review of your claim and the policy, CHW does not cover failures that are under the foundation of the home.  We only cover the main foundations of the home therefore this policy would not be beneficial for you.  Our policy does not cover the replacement of the tanks since they hold no mechanical function.  They are a holding vessel for the water and our policy will cover the heating mechanism for the water to get hot.CHW normally does not offer refunds for the policy because we believe that our customers should have reviewed the policy within the 30 day grace period of the policy to ensure that the policy is understood.  As a good faith offer since the claims that you placed are not covered per our policy, CHW is offering you a full refund of the amount that you had paid of $476.00.  If you would like to accept this offer, please contact our customer service department at ###-###-#### and they will provide you with a release agreement to sign. Once that is signed and sent back, CHW will credit the credit card that you used to purchase the policy.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 your frustration and have reported the issue to our IT department.  If for any reason you still receive the emails in a week, please forward them to us at [redacted]  Once we remove the email, there should not be another email and if there is,...

we will investigate. 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, you stated that CHW refused to pay for a leak detection test; this is stated in the policy under Section D. Coverage # 4 exclusions “leak detection test”. Also, in our policy, Section F. Limitations of Liability #15 that states “. We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty.” Therefore, CHW is not responsible for anything towards the claim. We do understand that you are upset with the policy however if you would like to cancel the policy, you would have to follow the policy’s guidelines in Section L. Cancellations since the 30 day grace period has passed and providing you with a full refund has expired. We do regret your frustration with this claim; however we are in 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 our web site at [redacted].
Upon review of your claim, I do see that you placed a claim for your AC System. However you stated in your complaint that you submitted maintenance records. We do not see the records and we do not see that you paid the technician for coming out to your home.
Please review our policy, Section C Service Calls # 4. You will pay a $60 trade service call fee (“Service Fee”) per claim or the actual cost, whichever is less. The Service Fee is for each visit by Our approved Service Provider, except as noted in Section C (5), and is payable to Our approved Service Provider at the time of each visit. The service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or denied. The service fee also applies in the event You fail to be present at a scheduled time, or in the event You cancel a service call at the time a service contractor is in route to your home or at your home. Failure to pay the Service Fee will result in suspension or cancellation of coverage until such time as the proper Service Fee is paid. At that time, coverage may be reinstated; however, the contract period will not be extended.
Also, please see Section L. Cancellations 2. Nonpayment of Service Fee, as stated in Section III This states that CHW can terminate this policy if you do not pay for the service call fee that is due to the technician.
We advise you to pay for the service call fee unless you are choosing to cancel the policy in which we will then deduct the amount for the service call fee from the amount that is due to be refunded to you.
Please contact our office or the technician to make the payment.
We do regret your frustration with this claim; however we are in 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 okay.  It is less expensive for them to refund the policy amount then to fix the appliance so of course they choose the refund, but I am okay with that. 
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/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 water heater was leaking and needed to be replaced. Per our policy, Section Letter D., Number 6, CHW does not cover the main, holding or storage tanks.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 as a goodwill gesture, we would like to offer you $300.00 towards the replacement.  To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6am EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,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/user_agreement.php . Upon review of your policy that began on 5/29/15, we do see that you placed a claim for your AC unit on 6/26/15; almost a month after the policy began.  We did advise you that this claim was not a covered claim due to the air ducts being unbalanced, this would be a maintenance issue.  You placed a second claim for the same unit on 7/8/15, stating that the unit was not coming on.  The technician advised our inside technicians that the units rotors were locked and that the unit had an internal failure, they did suggest that this was due to a lack of proper maintenance.  The third claim that you placed on 7/9/15, stated the same as the second claim.We do apologize, per our policy, all units must come into the contract in proper working order and all units must be properly maintained.  This is stated in Section A. Coverage #1 and in Section F #12.Since your policy has been cancelled, CHW would not be able to assist you with any goodwill gestures towards your claims as they were not covered as per the policy.  We do regret any frustration that this has caused, please note that CHW is in full compliance with our terms of our policy.Respectfully,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/user_agreement.php. All of our information was sent to you upon your start date as well. You did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your claim you placed online yourself through our portal, you wrote: Air Conditioning: Running Constantly --- Last Time Working: Around the end of May ; --- Last Time Repaired or Serviced: 05/27/2015; --- Make/Model/Serial: Trane [redacted]; --- Last Filter Change: 08/03/2015; --- More Notes: I first reported a problem with the cooling in late May and it has not improved. Now the unit is running all day and doesn\\\'t cut off until about 8:00 at night. I set it for 78 degrees and it stays around 80 during the day. \r\nYou sent Jack\\\'s Heating and A/C last time and all he did was check the Freon and said it looked good. Please send someone out that can help me. \r\n\r\thanksThe technician that came to your home stated that the valves on the compressor were worn; the unit was not pushing enough air to adequately cool the area.  Since you had an issue with the unit in May, we asked the technician if any other maintenance was done on this unit, not any repairs but maintenance.  He stated that there was no sign of maintenance.  Also, it was stated that there was an internal failure on the compressor this is caused by a lack of maintenance. Per our policy, Section A. Coverage #3 states that your units have to come into the policy in proper working order.  It states in Section F. Limitations of Liability #12 that CHW requires all units to be maintained as per the manufactures specifications.  Neither of these has been completed.  According to our policy and your statement, this is a known or unknown pre-existing issue as said in Section F. #1.If you would like to cancel the policy with CHW, please contact us and you will be advised the following section L. Cancellations. You will be provided back the months not used, you will pay an administrative fee of $50 and any claims paid will be taken out of the refund.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.  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, we do see that the main level AC was not covered due to the failure of rust and corrosion. Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover failures that are due to rust or corrosion. We see that the coil was replaced and then the windings went out. Per our policy, Section F. Limitations of Liability #19 states that CHW does not cover failures that are due to secondary damages. The initial failure of the coil leak causes improper cycling which had overheated the blower motor causing it to fail.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

When a claim is placed, CHW will ensure the claim is assigned and both an automated call from CHW as well as an email to the address on file are sent out. This provides the assigned technicians name and telephone number. Please accept the apologies of CHW if you didn’t receive either the call or email. CHW did send the information regarding the reimbursement procedures that have been established.   Furthermore, the check for $400 was mailed, however, records indicate that the check has not been cashed. It was mailed to the address on file. If there check is not received within 90 business days, a new check will be sent.   CHW regrets the loss of any valued customers, however, if you would like to cancel please call ###-###-#### to have this request handled.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:
A lack of routine maintenance did not exist. I had services done in the summer that year. What I know for certain is, that your business never was reported a diagnosis from either of the technicians that came to my residence that there was any evidence of a lack of maintenance. The denial for my claim was made internally by Choice with no evidence or no cause. I was more concerned about providing heat for my family and baby than going through an appeal process with a warranty company I knew was trying to avoid the costs for my repair. 
Regards,
[redacted]

[redacted]Please send the records of maintenance to [email protected] and we will review the claim.  Please note that the technician does not make the determination of the claim, they provide us with the diagnosis and CHW’s authorization department will make the determination.If you would like us to review the claim, we will do so by reviewing the records once they are sent. If you would like a refund, we will be able to provide that to you. Please advise us which route you would like to take.Thank you,CHW