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 our web site at [redacted] After reviewing your AC claim, we do see that we have confirmed that the unit did fail due to rust and corrosion. However, CHW does not cover this type of failure. Please review section F. Limitations of Liability #1 and #8. We do not base the decision on the age of the unit, we base the decision on the diagnosis that was provided to us and then compare it against the policy guidelines. Unfortunately, the failure that you had on this unit was caused by rust therefore not being a covered claim.
We do see that or company offered to provide you with a goodwill gesture of $250 to assist with this claim. This is not a covered claim and therefore we are providing a good faith effort to assist and we cannot provide you with the entire amount of the claim. We will be happy to increase the amount for you to $300; however that is the most that we have offered for a non-covered claim. Please note, since we are changing the amount, the check will take longer to send out. The date that it is being adjusted is 6/18/16 and the check does take 30 days to process. As a second goodwill gesture, we have added a onetime free service call fee onto your policy to assist with the next (if you should have) claim.
We have also emailed and mailed you a policy for you to review. This can also be found by going through the customer portal, placing your policy number which is [redacted] and your email that is attached to the policy.
We sincerely regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our policy.
Regards,
CHW

Complaint: [redacted]
I am rejecting this response because: You have been provided evidence by both [redacted] and [redacted] that both technicians testified that the problems that we experienced with this heater have nothing to do with maintenance or rust or corrosion.  I included the information in the body of my responses to you, and I have emailed you copies of their emails.  Your company has tried to establish any "supposed form to reject this claim".  CHW has never had an attitude of "lets try to find a solution for you dear customer".  Why hasn't CHW send a new technician to give us a third opinion or to see if they can repair the problem?  Instead your attitude has been one of "tough luck, we are sorry if you have not had any heat since 11/30/2016, we declare that is rust and corrosion or lack of maintenance and we won't do any thing to help you".  This has been CHW's attitude.  So for your knowledge, I didn't stand there with my hands crossed like you have.  I called my homeowners insurance company and they just as [redacted] and [redacted] did, diagnosed the problem as wear and tear, not maintenance and not rust and corrosion.  In addition, I called a new technician to my house, they fixed the problem with the electrodes.  They were able to use an adjustment system and replaced the electrodes with another brand, because the electrodes for that particular furnace are not made anymore.Your company owes me for the following:  I paid [redacted] a fee of $95.00 for the service fee, you need to reimburse me for the difference.  I paid them for maintenance that day and that I understand is something I have to cover, is my cost.You owe me for the service fee that [redacted] charged me on 12/16/16.  (My understanding is that I need to cover one service fee per claim, correct me if I am wrong and tell me where in the contract that is stipulated).  You owe me for the service fee that I got charge on 12/17//16 by [redacted] and for the repairs that were done that day, [redacted] technician called your approval office while he was at my house and I heard when the authorization department approved the repairs.  I was there and listened to the entire conversation.On January 17, 2017 I had [redacted] at my place and they fixed the problem.  I am going to include here their invoice and the technician's report.  You owe me for those charges, there was a service fee, labor and parts.  I will send you the paperwork for reimbursement.  I feel that CHW should reimburse me also for the maintenance that was performed on 12/16/16 by [redacted] as good faith to me as a customer, for all the pain and suffering you have cause me for lack or responsibility and lack of acting on behalf of your clients when they need you.  You basically left me in the cold and didn't care if our furnace was working or not.  Your company CHW decided that this claim was not cover and that was it!!!  Nobody has lifted a finger to help me, and your basis for denying this claim from the first day are false.  I believe you should actually be covering for all the expenses this problem has caused me.  CHW has not acted in good faith.  This is wrong practice in your part.This system would only allow me to add a certain amount of documents, but these ones clearly state that there WAS NO RUST OR CORROSION AND THAT THE FAILURES HAVE NOTHING TO DO WITH MAINTENANCE.    I have pictures of the unit now and can also send them to you, the furnace is completely clean and well maintained.  You need to refund me for ALL THE EXPENSES I have incurred so far related to this problem, except for the first maintenance charges.  My understanding from talking to the claims department last 1/11/2017 is that if the technician arrives at my property after CHW authorization department's after hours, I can have the technician repair the furnace and get reimburse.  [redacted] technician arrived at my house on 1/16/17 at approximately 7:00 pm under severe snow conditions, and he had to repair the unit right then and there so we can have heat.  We have not had heat at my house since 11/30/16, that is 50 days!!!  And now we have heat, and is not thanks to CHW.Regards, [redacted]###-###-#### 
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].   A review of the claim shows that the claim is currently still in an assigned status and there has been no diagnosis as there was not an opportunity to review the unit. In accordance with the policy, there is a service call fee of $45 that needs to be paid. Section Letter C, Number 4 of the policy states, “You will pay a $45 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”.   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:  This is the very same explanation I have received since October.  All the explanation does is postpone my next complaint when the check still does not arrive.  In the mean time I sit on my hands.  That is not acceptable.  Also, the time CHW wants me to wait for a simple check mailing is unreasonable and demonstrates how insincere CHW is.  If they truly wanted to resolve the complaint, CHW would have replied that a check was being sent by overnight mail.  My opinion is that CHW has no intention of paying.  I want to have my complaint be available for others to read when going to Revdex.com for help in deciding on a home warranty company in general and CHW in particular. 
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 dishwasher claim, we did offer you per our policy section L. Limitations of Liability #16 that states “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.”CHW did offer you $180 towards the cost of the unit to be replaced, we can however provide you with the repair if you chose to have it repaired and providing all the parts are available but since this is against the technician’s recommendations, we would no longer provide coverage for that unit.  If you would like for us to do this for you; please contact us.  I placed notations in the claim if you should  chose this option and we will contact the tech to see if it is possible.We regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy. Best regards,CHW

[redacted],According to our policy, if a customer goes to their banking center and does a “chargeback” for the payment that they have made to our company, the customer is committing fraud by not paying for a policy in which they had agreed to and agreed to the terms and conditions listed...

below:L. CANCELLATIONThis 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.Your policy was canceled due to the fact that you did not ask for a pro-rated refund, you just went to your bank and stated that CHW took that amount out of your account for no reason.  Now the bank and CHW are in the middle of a dispute trying to prove that you did in fact request a policy with us so that you would have to pay the pro-rated refund.If you would like to contact your banking center and drop the chargeback, you can then send a letter to [email protected] or fax the letter to show that you have dropped the dispute in order for CHW to assist you with the cancelation of the policy.As of now, since there is a current charge back, we are not able to do anything further. The account is cancelled however the money is frozen.  Again, if you drop the chargeback, CHW can process whatever fees are due back to you if any and however if you do not, we are not able to do anything for you.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 www.choicehomewarranty.com/useragreement.   A review of the claim shows that CHW did process the claim accurately. The initial diagnosis which was received was that the unit needed to have a new control board. This was covered and the technician was paid to complete this. The technician then advised that the incorrect control board had been placed into the system which was causing it not to work. Section Letter F, Number 11 of the policy indicates that CHW is not responsible for repairs related to improper installation. This is something that would need to be addressed with the technician that did the installation. Section Letter F, Number 19 of the policy states, “You agree that we are not liable for the 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”. Please contact the technician that cared for this.   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:
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, we do see that the refrigerator was not a covered claim due to Viking, the maker of the unit stated that this was not the serial number of one of their units.
We do apologize for any delay in responses or hold times. Due to the holiday we are experiencing high volume of calls.
In regards to the administrative fee of $50, if you would like for us to provide this amount back to you, please sign and return the agreement sent to you via email from our Customer Advocate. Since you have already cancelled the policy, we would only be able to provide this to you with the agreement signed.
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 satisfactory to me. However, we sent them maintance records where the unit had been well maintained and the tech said the unit had normal wear and tear. We will take the $1500.00 and be happy with not doing business with them ever again.
Regards,
[redacted]

I am rejecting this response because:
The company that do service my A/C unit twice a year came out and found that it was not in fact my compressor. It was noted that the tech that came out did not place any freon in my unit and that there was an exposed wire that was replaced (which according to them) is not unusual as the units are constantly running and wires find themselves freed. My System was misdiagnosed by the company that CHW hired therefore they chose not to pay for the service. I also had to pay my A/C company another $65 to correctly identify the problem. They knew there was nothing wrong with my unit because as I stated earlier they service both of my units twice a year. I have never had a freon leak nor have I had any major problems with my unit. My unit is working perfectly fine now and the tech they sent claimed I needed a completely new unit.

Dear [redacted]   The outcome of the claim remains non-covered, however as a goodwill gesture, CHW will offer you the maximum of $300.00 to assist.      To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.   Regards, CHW

Dear [redacted],We do apologize on behalf of the technician, we assign a tech to the claim and it is their responsibility to keep the appointment with the customer.  We have documented this in their file for the Territory Manager to review with them and action will be taken against them for not showing up.We are happy to hear that your claim is resolved and as a goodwill gesture we have placed a onetime free service call fee onto your policy for the next claim that you may have.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. 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 unit was completely empty on Freon due to a rusted and corroded evaporator coil.  Please note that the pictures we received, it confirmed the rust and corrosion.  Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which due to your dissatisfaction, you requested to cancel your policy.  We strive to provide the best customer experience therefore as a goodwill gesture, we offered you a free month and free service call fee.  You declined this offer and insisted on cancelling. Per your request, your policy has been cancelled as of 9/13/2017 and your refund of $40.00 is processing.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 it was processed according to the policy. Based on the diagnosis we received, it stated that the system was in very poor condition when unit and not properly maintained.  This caused the components of your heating system to short out and melt. A lack of maintenance causes the unit to over work and the component to overheat and short out.  Per our policy, Section Letter F, Number 12, we do not cover failures due to a lack of maintenance. Our Sr. Claims Specialist advised you the outcome of the claim, in which you were not in agreeance with.  We advised you that you were more than welcome to get a 2nd and if the outcome of that diagnosis was covered, we would adjust accordingly.  Our Sr. Claims Specialist also wanted to provide you with a goodwill gesture, however you disconnected the call.  We then sent you an email to give us a call back.You did get a second opinion, in which the diagnosis confirmed that the system was in poor condition as the wires were found “burnt.”  The replacements needed for the system were the breaker, heat kit, and wire.  Your system also needed new lines.  Per our policy, Section Letter D, Number 7, we do not cover rerunning of new wiring.  Please understand that a lack of maintenance is what cause the components to overheat and short out. Our Sr. Claims Specialist informed you about the outcome of the claim stands as non-covered due to a lack of maintenance, in which you were not satisfied.  You stated that you wanted to cancel your policy.  As we strive to provide the best customer experience, we offered you a free service call fee as well as goodwill gesture in the amount of $250 on the non-covered claim, to keep your policy.  You agreed and accepted the funds.  We advised you that it is a 30 day process before the check is mailed out.  This process started February 24, 2017.You contacted on us March 17, 2017 to cancel.  Our Customer Solutions Specialist advised you that the $250 goodwill gesture for the non-covered claim was to keep your policy open.  You stated that you “didn’t care and just want to cancel.”  Per your request, we cancelled your policy.  Please understand, that the goodwill gesture was to assist you on your non-covered claim and keep you policy open.  Since you cancelled your policy, the goodwill funds will not be mailed out.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: while CHW feel that they are in compliance, we strongly feel that they are not. They are using excuse of lack of maintenance to avoid paying the claim. If we didn't maintain our system it would not have lasted 20 years - far longer than the average lifespan of a HVAC system. We did consumer review research and while they may get good reviews for repairs to lesser experience appliances we found multiple complaints from other homeowners that experienced pretty much what we have from CHW - no maintenance  to avoid payin claim. Unfortunately we just did the research - had we done it before, and not just believed CHW's advertising, we would have bought the policy in the first place.We will be looking for the return of our premium which I hope is very soon. And confirm we do want our policy cancelled.  And we we let anyone who will listen know our VERY POOR OPINION OF CHW.   
Regards,
[redacted]

Dear Mr. [redacted],
We do apologize for the miscommunication; we have requested that a check in the amount of $230 be expedited to you as quickly as possible. We do see that you are working with one of our managers, Regina who will be able to assist with the proper dates for you.
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. A review of the claim shows that the claim was processed in accordance with the policy. The diagnosis that was provided was that the heat pump needed to be replaced. Section Letter E, Number 1 of the policy indicates that heat pumps aren’t covered. This is the policy that was sent to you upon purchase of the policy in July 2015. A link is also included above for your convenience and is also available online.  The technician completed the repair without prior authorizations. Section C, Number 3 of the policy indicates “….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

Your cancellation was handled in accordance with the policy, section Letter L, Number 4, 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. 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 system was empty on Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test. Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you understood and accepted allowing the technician to move forward with performing the leak test. The results of the leak test and the pictures confirmed that there was rust/corrosion found on the condenser coil that caused the coil to form holes which led to the Freon leak. Per our policy, Section Letter F, Number 1 and 8, we do not cover failures caused by rust and or corrosion.  Our Sr. Claims Specialist advised you about the updated outcome of the claim and our policy, in which you were not in agreeance.  We strive to provide the best customer experience therefore we offered a goodwill gesture in the amount of $300 to assist you on this non-covered claim.  You declined this offer. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW