Bass Services, Inc.

[redacted]
I am rejecting this response because: when I called and got the service my unit was working fine. I cannot predict when the unit will fail that is why I picked up the warranty. Now prior to me coming to Choice I was with another company and they serviced unit twice adding refrigerant and inspected unit and found nothing wrong other than the unit low on refrigerant. Now I go with choice and all of a sudden they come up with lack of maintenance. It's not good business. And after reading reviews and complaints found they were sued for this very thing. My next step will be consumer protection.

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 unit was leaking water.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 offered you $250.00 towards the repair.  You declined this offer and requested to cancel.  If you would like to proceed with cancelling your policy, please contact us directly 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],We regret your frustration.  Please understand that our policy as it explains what we cover and what we do not cover.  Our policy is available on our website at www.choicehomewarranty.com for public viewing.  We have also re-emailed a copy of your policy to you.  As a goodwill gesture, we will resubmit your claim to our Authorization’s Department for re-review.  Once an updated decision has been mailed, we will reach out to you with the outcome.  Regards,CHW

Dear Briea [redacted], CHW cannot cover a claim that is not covered per our policy.  If you would like to provide us with routine maintenance records as it is required to have done per our policy, we would be happy to review this claim again for you. However, if you chose not to do so, we are willing to provide you with a refund of the policy, minus the claims that CHW paid out for the policy. We will be willing to provide you with a refund of $205.76. If you would like to accept this offer, please contact us and we will provide you with a release that states that you have agreed to this refund and once received back to us, we will provide you the refund back onto the credit card you have on file. We look forward to a resolution 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 [redacted].   A review of the claims shows that it was handled according to the policy. The diagnosis that was received was that there is a line restriction in the sealed system. This occurred due to lack of proper routine maintenance. Section Letter F, Number 12 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”.  CHW will not provide a new unit as an upgrade because your unit is old, the policy covers repairs that are covered upon receiving the diagnosis. As a goodwill gesture, CHW has offered to provide you with $200 towards the non-covered claim upon a paid receipt of the services that you paid for recently when another technician visited in an attempt to assist you. Please call the CHW customer service team directly at ###-###-#### if you have any questions.   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.  Please understand that we are not an emergency service company, however, we do understand your urgency for a technician.  For this reason, we advised you of our reimbursement program in which you would hire your own technician and if...

the claim was covered, you would be reimbursed funds at our cost.  You declined this offer. Fortunately, a technician accepted your claim shortly after your claim was placed, however you declined to use the services. If you would like to cancel your policy, please contact us directly and speak with a Customer Solution’s Specialist at ###-###-#### Monday-Friday 9AM to 6PM EST to process your request.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Mr. [redacted],The only other name that we have in this system for being the owner of the policy was the same last name as your but the first name was for a [redacted].  This policy has had several claims that CHW has covered and in reviewing the claim that you placed for the AC System, the invoices that you provided to us showed that the unit lacked Freon before the policy began; this shows that there was an issue with the unit.  However, we do see that the systems failures are due to a lack of proper routine maintenance. The records that were provided to us do not show that they are for cleaning of a condensing coil without the serial number of the unit that it was being cleaned.Per the technician, the unit’s evaporator coils inside the air handler was smashed from previous cleaning job.  The condensing coils were severely deteriorated and falling apart which was also where the leak was coming from.  Per our policy, we not only do not cover a lack of proper routine maintenance but we do not cover failures that are caused by rust or corrosion.  The leak stemmed from the severe deteriorated parts that caused this unit to fail, although this is a lack of proper routine maintenance and we do not see that there was proper maintenance done, the fact that the unit failed to a non-covered portion of our policy Section Limitations of Liability #1; we would not provide coverage for this claim.Since you disagree with the outcome of the claim, hence the policy we are offering to provide you back one month of the payment that you paid to us and we would cancel the policy.If this is something that you are interested in, please contact us and we will have this goodwill gesture documented so that the customer service could provide the proper paperwork to 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 [redacted].   A review of your claim has indicated that the claim was processed in accordance with the policy, section Letter D, Number 6 as the unit exceeds 75 pounds.     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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy, we show that CHW has assisted you with claims in the amount of $441.07.Upon review of your claim, we show that the part for the oven is no longer available and we have provided you with a cash payment in the amount of the average cost between parts and labor of the covered repair. The amount that CHW has provided you with is $171.07.Please see Section F. Limitations of Liability # 9 below:9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time.  For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.  .We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best 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. Please inform the business to email me at [redacted] to complete this resolution if I can not be reached immediately by telephone. 
Regards,
[redacted]

Dear [redacted],Per the technicians' diagnosis it was explained to us that the control board failed on the relays to the compressor due to a burnout on the backthis happened due to the compressor overworking and overamping when the defrost controls were faulty and the compressor was overworkingthe board.  This is secondary damage and that is not covered per our policy as stated in Section F. Limitations of Liability #19.  I am very sorry that this is frustrating for you but I am personally relaying the information that has been provided.If you disagree with the outcome of the claim, you are more than welcome to have a second opinion come and provide CHW with a diagnosis but if the diagnosis is the same the outcome of the claim will be the same.I have documented the notes in the claim to reflect that we advised you that you can provide a second opinion at your cost.Thank you,CHW

Dear [redacted],We do regret your frustration with our policy, please note that CHW is not an insurance company as it states in section A. #3CHW has our policy provided to the customer’s as well as having it posted online for anyone to see.  We urge our customers’ to review the terms and conditions that they are agreeing to.As a goodwill gesture, CHW is willing to provide you with the remainder of the policy to equal a full refund.  As of now, you are receiving the pro-rated refund of $217.52 and if you contact us, we will send you a form to sign in order to receive the remainder of $317.48.Please call ###-###-####.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:Chice Home Warranty would like me to sign an agreement which will not allow me to share their unethical business practices with others.  I refuse to remain silent about Choice's refusal to make repairs to my microwave oven just because my request for service was initiated during the first month of my contract.  Choice ignored the technician's report which detailed the condition of my microwave and instead relied on the recommendations of their in-house "technician" who had never been to my home or looked at my microwave.  I realize this company is only willing to accept my monthly payments for service but unwilling to perform as per our agreement.
Regards,
[redacted]

Dear [redacted]We regret to hear your frustration. In review of claim# [redacted], we have advised you that in order for us to move forward with this claim, you will need to provide the proof of repair from your previous non-covered AC claim# [redacted].Please submit the invoice that shows what...

caused your system to leak Freon and the repair that was done to stop the leak to [email protected]. Once we receive your proof of repair and have reviewed it, we can then move forward with your claim.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.]
Please send necessary forms, I have a technician coming to check & give estimate for repairs.This is an urgent matter. Thank you. 
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],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 unit needed maintenance as the blower compartment needed to be cleaned. 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...”  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:Their statement that they are concerned is inconsistent with their practice. They did not have a technician examine the unit nor did they verify that my unit was properly maintained. I am currently in the process of working a lot of overtime to pay for the cost of a new unit, since it needs to be replaced and CHW will not cover the costs. Once, I have time away from work I will gather my records and proceed accordingly. They have sent me an e-mail last week telling me that my policy was cancelled. I did not cancel. Then a few short hours later they sent another e-mail telling me they are reconsidering my claim and stated that although I am not required to send in my maintenance records, they will review them for a more favorable decision. Like I explained earlier, I need time to find these records and I have been working 12 hrs a day.
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]   It appears that your policy has been canceled with CHW.   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].   CHW apologizes for the ordeal you have endured. It has been requested that the cancellation team reach out to you. You may call them directly at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]In order to validate that it is your unit that is being service or maintained, the maintenance records should include the model/serial number. In addition to this, you have submitted one record.  Please note that your unit should be routinely maintained based on your manufacture’s specifications – this suggests that you unit be maintained 1-2x a year. The outcome of the claim stands. We strive to provide the best customer experience, therefore as a goodwill gesture, we will offer you $200.00 to assist you on the non covered claim.  To accept this offer please contact us directly at ###-###-#### Monday-Friday 9am to 6am EST. Regards,CHW