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 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 had a clogged coil and clogged drain line; which was caused by 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 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 $200.00 towards the repair.  You accepted this offer.  Please note that your check was mailed out on 8/29/17; check# [redacted].  Please allow 7-10 business days for delivery. If you would like to cancel your policy, please contact our Customer Solutions department 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

Dear [redacted],
Per the diagnosis that we were provided it does show that the leak happened due to rust or corrosion. Which although may happen as normal wear and tear but it is an excluded portion of our policy.
If you disagree with the outcome, you are welcome to provide us with a second opinion. Kindly have your new technician contact our authorization team at ###-###-#### and they will review the claim.
Thank you,
CHW

The refrigerator has been fixed now, but what is mentioned by CHW is false. There was no power surge and the technician never said so. The technician they are following up with is the third technicial who actually fixed the issue, not the other two they assigned previously. They can't even keep their story straight. [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] [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 in accordance with the policy, section Letter A, number 3, known or unknown preexisting conditions are not covered.   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. I would appreciate a direct number and a name of whom I should discuss this refund with though. 
Regards,
[redacted]

Dear Claude [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. As outlined in section Letter F, Number 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. Additionally, section Letter F, Number 8 indicates we are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion. The compressor was shorted to the ground. This is caused from excessive overheating of the compressor which is a result of lack of proper routine maintenance. This is based off of the third diagnosis that was received by CHW, not the first one based on the information provided by the customer.   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 do regret your frustration with this claim and we do understand that the unit does need to have a new air handler.  CHW is offering to provide you with the cost of the new air handler in the amount of $350.00.  Per our policy, we do not cover failures that are caused by rust or corrosion please see Section F. Limitations of Liability #1 and #8. If you would like to accept this offer, kindly contact CHW and we will place the authorization for you to receive a check. Please contact us at ###-###-#### 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: The statement by the company is false. I canceled the policy myself and was told I would be receiving a refund. I have received no refund. All my statements in my complaint are correct. I will have to report this matter to my other authorities. 
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]   Please accept the apologies of CHW for the misunderstanding and miscommunication regarding your policy and the limited roof leak coverage that is offered as an optional service. The policy was purchased on 3/18/16 with an effective date of 4/18/16 and the policy was sent for review. The policy that was sent indicates all of the coverages that are effective including the additional optional coverage on the septic tank. Notes indicate that you have spoken with a manager at CHW that provided you with the information needed regarding the limited roof leak. Please call the customer service team directly at ###-###-#### if you have any questions, however, at this time, this is an optional coverage that wasn’t on the policy.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear Ms. [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. We received the diagnosis for your refrigerator where it shows that the unit was missing Freon. Per our policy, Section D, Number 3, we do not cover “…..any leaks of any kind…” In regards to your statement about the technician, per our policy, Section F, Number 19, “We are not liable for the negligence or other conduct of the Service Provider...” This is the policy that was sent to you upon purchase of the policy in November 2015.
Choice Home Warranty spoke with you in which you stated that you were fully aware of our policy Section F, Number 19. You also informed us that you spoke with the technician in which he stated to you he will take full responsibility of the damage. Please contact the technician [redacted] at ###-###-####.
We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.
Regards,
Choice Home Warranty

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.  This was partially covered claim.  Based on the diagnosis that we received, it stated that there was a 3 inch pipe leak in the master bath which led to the downstairs ceiling leak. We covered the repair for pipe and advised you that we would repair the wall to a rough finish, however the access to the pipe is not covered. Per our policy, Section Letter F, Number 2 “We are not responsible for providing access to or closing access from any covered item…” Our Sr. Claims Specialist advised you about the outcome of the claim and our policy; due to your dissatisfaction, you requested to cancel your policy. You spoke with our Customer Solution’s Specialist who offered a goodwill gesture of providing 3 months for free.  You accepted this offer. If you would like to move forward and cancel your policy, please contact our Customer Solution’s Department directly at ###-###-#### Monday-Friday 9am-6pm EST 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 that was placed for the oven stove cooktop that was placed on 1/16/17 was properly handled. Based on the diagnosis that was received, it was determined that there are multiple failures with the unit and they wouldn’t have occurred in such a short life span of the policy. Section Letter F, Numbers 1 and 18 indicate that CHW is not responsible for repairs related to known or unknown preexisting conditions. The effective date of the policy was 12/28/16. It appears that the management team at CHW did receive information from you that the unit wasn’t opened up in order to make a proper diagnosis and this information has been submitted for review. Please call CHW customer service team directly with any questions at ###-###-####.   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: I have attached the email documentation and the receipt for a company we had to hire to get the roots cleared from the lines in our rental house.  I am still asking for a complete refund for premiums we paid on our rental and our primary residence.  As stated in my original email to them...I have had my rental house since 1991 and have had to have [redacted] Rooter or [redacted] Rooter go out ever year or two to root the lines out as it is an older property with tree roots that get in the lines.  We had to call for a second time within 7 months to have them come back out because there was water/sewage backing up.  Choice hired the same company both times.  When I called to find out what was going on to the Plumbing company, they said that the techs didn't know I had clean outs, nor did they call and ask. This is obviously what happened 7 mos prior also.   We have 2, one in the back year and one in the bathroom.  The plumbing company said they would have them go right back out, but that never happened.  They also said that I would cost me $350 to have a camera run in the line and a minimum of $1000 minimum to bust of the concrete in the laundry room.  I already knew that the reason the problem wasn't fixed is because they did not root out the lines, but only cleaned out the line in the laundry room.  When I called Choice about this they were rude and told me that it was my responsibility to pay the $1350 to this plumbing company, even after I explained what I was told by them.  I then wrote the letter to them via email (see above) after we had to hire [redacted] Rooter, whom we have had go out in the past to do the job for $305.  I am still asking for $700.00 for both of these worthless policies back and the $90.00 I have had to pay for co-pays to this incompetent company they hired both times.  I received a phone call from a man that sounded like a gangster after I sent the email stating where did I get off thinking I was owed back my premiums.  I told him to not call me again, and to correspond via email only so this could be documented.  They look for every reason to not pay, and hire sub-standard companies to work for them and do not listen to the policyholder on any complaints.  I had typed this once before and for some reason it did not take.  I hope this takes this time.

Dear Michael [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 records it appears that your claim has been processed in accordance with the policy section Letter A, Number 2. CHW is responsible for the repair of appliances that become inoperative due to normal wear and tear.  The compressor of your air conditioning system has failed due to the internal windings shorting to the ground. This failure occurs from the compressor overheating, which in turn causes this damage.   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. 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 heat pump system was low 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.  You agreed to the technician performing a leak test.Based on the leak test results, it stated that the leak was coming from the reversing valve.  Per our policy, Section Letter D, Number 5, CHW does not cover valves.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 $150.00 towards the repair.  You accepted this offer as of 8.22.17.Please allow 30 days to process before your check is mailed out.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

There is not a way for CHW to stop charging your policy without cancelling your policy.  If you requested to cancel then the policy will be cancelled but if you did not pay, then it would be suspended.  We had provided you a policy that can be found online as well as your email upon purchase.  The sales team will go over the general areas of the policy but we do provide 30 days for the customer to review the policy and make sure that this is for them and if not to receive a full refund. This is all stated in the policy in Section A. Coverage. Again, we do regret your frustration but our policy is provided to the customers to review before purchase.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:
CHW’s mission is to take advantage of the customers.  CHW is miles away from proving peace of mind. CHW promises lot however, in reality they cover very little and it is deceptive practice. CHW talks about goodwill gesture; it is laughable matter.  I was the one who compromised on the water heater bill. It cost me $1600 to replace the heater and they paid only $400.  Prior to signing for the service, I clarified the terms for the water heater and other appliances repair.  I have an email from CHW stating that repairs result of sedimentation or corrosion will be covered. Regarding Central vacuum cleaner, the failure is due normal wear and tear; it is not due to inlet valves. I am using the same inlet valve after repair to the unit. I also have written statement from the repair company, stating that the failure of the unit was not due to inlet valves.  House square feet question was raised after 8 months.  Since CHW do not want to provide service and asking more money, CHW is in violation of the contract; therefore they should refund total contact money of $1975 plus Central Vacuum repair bill of $573.   Please advise how can I post my complain on Revdex.coms website.  
Regards,
[redacted]

Dear [redacted],We understand that the technician stated to you that the unit “looked maintained” however this is not conformation that the unit was maintained. Per Section F. Limitations of Liability #12 states that CHW requires all units to be properly maintained per the manufactures specifications.  The manufacture of your unit specifies that the unit be maintained every year.  If you do not have the records, you can contact the technician who you had provide the maintenance, they would have the last 3 years on file for you and you can send them to [redacted].  Also, please note that a compressor failure which is a compressor shorted to ground can be caused in a few different ways however the overall result is that there is an internal failure which is exactly what you stated and following. In reviewing the policy that you have had with us, we show that we have assisted you on previous claims in the amount of $402.00.  As a good faith effort to assist you, CHW is offering to help with $150 towards this claim.If you would like to accept our offer, please contact us and it will be documented in the notations of the claim.All our best.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, it does show that your compressor shorted to the ground.  There are many ways that a compressor can short to the ground.  The unit could have had a power surge, lighting strike, over heating or a leak.  All of which are not covered under our policy and all of which are not considered normal wear and tear. A unit cannot run without Freon, it will make the compressor fail and in this case it did.  Please review Section A. #2, states that CHW will only cover failures that are of normal wear and tear.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,Choice Home Warranty

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 policy, we do see that CHW has assisted you with $1566.92 in approved claims.  If a claim is submitted to us, we have to compare against our policy, if it is covered per the terms of the policy, we will cover then claim as we have for you.Upon review of your claim for your Air Conditioning System, we do see that the failure was due to a lack of proper routine maintenance. The records that you had provided to us show that Freon was added to the system each time. This indicates that there is a leak and by adding Freon was not fixing the issue. Per our policy, Section F. #12 states that we do not cover failures that are caused by a lack of proper routine maintenance. As a goodwill gesture CHW did authorize $350 towards the repair of the system.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW