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]   CHW sends all of our customer’s a copy of the policy. When taking advantage of our policy online we also provide a copy for your records. We have included the link above for your review. The policy outlines that leak detection tests are not covered in section Letter D, Number 4. Additionally, the policy also stated in section Letter F, Number 1 that we don’t provide coverage for issues related to rust or corrosion. Our records reflect that your requested copy of a written denial was received on June 11, 2016. We ask that our customers allow 7 to 10 business days to receive this information. This was sent to you via email on June 21, 2016. Please let us know if you haven’t received this information and we will be happy to send it to you again. .   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.  Please submit your detailed diagnosis to [email protected] for review.  Once we receive the outcome, we will reach out to you. Regards,CHW

CHW continues to work diligently to handle all incoming calls and inquiries on the website in a very time efficient manner. CHW apologizes for any delay you have incurred, however, the goal is to provide outstanding customer service which may take longer to address the needs of the customer. The feedback from customers is extremely valuable and if you were treated rudely by a technician the information will be passed on to the Vendor Relations Manager to have this documented and addressed. A request has been placed for the cancellation department to reach out to you to handle your request to cancel your policy. If you have any questions, you may call them at ###-###-####.   Regards, CHW

Dear [redacted],We regret to hear your frustration.  Please be advised that we received a Chargeback Dispute back on 9/7/2016.  In order for CHW to move forward, please contact your bank or retrieve your bank statement showing that the dispute case was settled and your bank returned your funds to CHW.  Regards,CHW

Dear [redacted],   We do see that you have spoken with our Sr. Customer Solutions manager and we are offering to provide you with a refund of the paid policy minus claims paid which comes to a total of $918.50. Our Customer Advocate has sent you an email with an attachment for the...

release agreement that we would need signed in order to process this refund. We do regret the frustration you had with and hope that this mutual resolution is a comparable outcome. 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 the evaporator and condenser coils failed due to a lack of 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.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 will offer you $350.00 towards this non-covered claim. To accept this offer, please find attached paperwork. Kindly sign, notarize, and return the documents to the attention of “Consumer Advocates” and also include your policy number.  You can return the document by email, fax, or mail.  Please note faxing does take 24 hours to upload into our system.  The fax number email and mailing address are listed below.Email to: [email protected] to: ###-###-####Mail to: [redacted]We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I am rejecting this response because: why should have had to pay for a leak detection if the claim was going to be denied anyway.  After the leak was detected I was told the it was not covered because it was the fact that the unit was pre mature wear. They said the coils should "on average" last around 30 years.  My unit was 22 years old.  If they would have told me that first off, I would not have paid the $150 for the leak detection to begin with.  All they had to say was your unit was not 30 years old or older so there would be a good chance Choice would not cover the leak. Choice made me feel that if they could locate the leak then they would warranty the repair. Explain to me under my circustance what kind of leak would have been covered if it was not the coil.  By the way, our AC units have been serviced regularly every year so there was no neglect with the equipment on or end.

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, I do see that CHW has paid out $1084.00 of your claims.  I do see that you had placed a claim for your AC and we were not able to cover that claim due to the fact that the technician stated the compressor terminals were grounded; burnt at connections.  This caused the system to malfunction.  Unfortunately, this is not a normal wear and tear and it would be considered to be a lack of proper maintenance.Per our policy we do not cover any units that fail due to a lack of proper maintenance or that are not normal wear and tear.  Please see Section F. F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.4.     We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.8.     We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.12. 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.Lastly, you had already chosen to cancel your policy with us therefore we are unable to approve any claims for you anymore.  We do regret any frustration with this claim or for any other claims that you may have had. 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 [redacted]
 
Records indicate that you have had an opportunity to speak with [redacted] and that your account has been canceled. A cancelation email was sent to the email address on file on August 1st.   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 your claim was processed in accordance with the policy section Letter F, Number 18. CHW isn’t responsible for repairs related to preexisting conditions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted] ,Our policy is online for anyone to view, CHW is not hiding our policy from anyone. It clearly states in Section A. Coverage #3 that all units must come into the policy in proper working order. It also states in Section F. Limitations of Liability #1 that we do not cover any known or unknown pre-existing issues.  Pre-existing to the policy start date. No matter what the failure is, the unit has to be in proper working order the date the policy begins.  Please take note of Section B. COVERAGE PERIODCoverage starts 30 days after acceptance of application by Us and receipt of applicable contract fees and continues for 365 days from that date.CHW is not making any excuses for the claim to not be covered, we are following the policy and do expect the customers do so as well.We have mailed out the check for the $150.00, this goodwill gesture is to satisfy this claim.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]
* Section Letter D, Number 4 of the CHW policy states that leak detection tests are not covered under the terms of the policy. The diagnosis that was received from the technician was that the sub panel wasn’t covered and the unit was overcharged with Freon. These are not covered. Section Letter D, Number 7 indicates that we do not cover sub panels and the overcharge of Freon is an improper installation which is not covered as stated in section Letter F, Number 11. As a goodwill gesture, CHW offered to assist with the repairs of the non-covered claim and it was declined.   CHW doesn’t want to lose any valued customers, however, when cancellation does occur, it is handled in accordance with section Letter L of the policy in which there is a $50 administrative fee.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

CHW cannot provide you with a full refund of a policy that we had paid more out on than you had paid in per Section L Cancellations.  Also, per our policy we do not cover failures due to roots with plumbing as stated in our policy Section D. Coverage #8.We would be happy to provide you with a free one time service call fee for your trouble and offer you a goodwill gesture of $100 towards this claim. If you would like to accept, please contact us and we will place the authorization for you. Thank you,CHW

Complaint: [redacted]
I am rejecting this response because: I am rejecting this due to statements made to me by the technician that came out to see the problem.  After his review he indicated there should be no problem in Choice warranty approving the work as there was not anything I could have done to prevent this.  He talked to Choice Warranty multiple time trying to get them to understand while there was a short it was not due to a heat build up.  The technician is emphatic that the problem was not due to the unit getting hot.  The tech also stated he heard the Choice warranty rep say he was going to find a way not to approve this claim.  I find this is a poor way to do business.  If you would like a statement from the the local rep I will get one for you.  The local tech again stated the problem was a broken component not heat.  I did in fact cancel the contract.  How can anyone continue to do business wraith a company that does business in this manner.  Thank you 
Regards,
[redacted]

Dear Mr. [redacted] ,The address that you have provided to us does not match any records we have in our system for a covered property.Please provide the covered address so we are able to review your claim. Thank you,CHW

There was water coming out of it. I don't know how it got full so quick, but it certainly did!!
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 we received, it stated that the compressor was locked up and shorted to ground.  This happened due to the compressor overheating.  When the compressor overheats, it causes the internal windings to fail and shorting the compressor.  This failure does not constitute normal wear and tear.  Per our policy, Section Letter A, Number 2, it states that we only cover failures that “Become inoperative due to normal wear and tear;….”Our Sr. Claims Specialist advised you about the outcome of the claim, in which you were not in agreeance with.  You stated that you would have your technician come to your home to diagnose your Air Conditioning and submit a second opinion.  Currently, we have not received your second opinion.  If you would like us to review the outcome of this claim, please have your technician submit the diagnosis by contacting our Authorization Department at ###-###-#### option #5 and then #1; Monday – Friday 8am-7pm EST or Saturday and Sunday 9am-5:30pm ESTWe 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 sales rep never mentioned a cancelation fee.  Other things like other fees for leak test and other things were never disclised!!!! You signed me up,  charged my card, and disclosed all fees after the fact. Not to mention, the poor interaction tgat I had with the mechanic you sent. Your resolution is totally unacceptable 
Regards,
[redacted]

I have reviewed your policy and claim and see that you and CHW have come to a mutual agreement.  CHW has refunded you the amount of the policy since you had disagreed with the outcome of the claim.   Although CHW paid out $78.00 for your policy we did provide a credit to your credit card...

on 09/13/15 in the amount of $160.00Kindly close out this complaint as resolved.Thank you,CHW