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 claim it has been noted that the claim was covered in accordance with the policy.  Under the guidelines section Letter F, number 12, repairs needed due to lack of maintenance is not covered. Additionally, under section Letter F, number 8, repairs needed due to rust and corrosion aren’t covered as well. We will be happy to work with you if you can obtain the records from your previous maintenance company.     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 the claim was handled properly. The claim was placed on 12/26/16. Section Letter C, Number 2 of the policy states, “Upon request for service, We will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays”. Although this was considered the Christmas holiday, CHW did dispatch a technician on 12/26/16. However, records indicate that the technician didn’t respond to the calls for service immediately. The policy states that the technician will call to schedule a mutually agreed upon appointment during normal business hours. Due to this delay, CHW dispatched another technician to diagnose the problem CHW had to wait for the diagnosis in order to be able to determine the claim outcome. This information was relayed. The diagnosis that CHW received was that there was a cracked heat exchanger. CHW also received pictures which were used to assist in the claim outcome. The unit was rusted and corroded inside of the exchanger, causing the crack. This causes the chambers within the unit to have improper combustion and excessive heat accumulation. This further causes stress fractures to form on the heat exchanger. Section Letter F, Numbers 1 and 8 indicate that CHW is not responsible for repairs related to rust and corrosion.   Although the claim isn’t a covered claim, records indicate that CHW was attempting to work with you and provide assistance towards the repair. You are due to receive a call back during business hours today, as the request for the return call was received on Friday, 1/20/17, after normal business hours. Please call the 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

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 do show that CHW has assisted you in every claim that you have submitted to us.  The Air Conditioning Claim was not a covered claim but as a goodwill gesture to assist you with your unit.  Per our policy, any failures due to rust are a non-covered claim.CHW has gone above and beyond to assist you on a non-covered claim.  We are not able to provide you with any further assistance with this claim as we did provide the good will. 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]   Upon review of your claim it appears your claim was processed in accordance with the policy Section Letter F, Number 8. CHW will not cover claims related to rust and corrosion. 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 be advised that we have contacted our Resolutions Director to contact you in regards to your complaint and you will receive a call within 24-48hrs. If you would like to speak with an Escalation Manager, please contact us...

directly at ###-###-#### Monday-Friday 9am to 6am EST.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].   Your account with CHW is currently in an active status and there are no payments due at this time. You are scheduled to be billed again on 2/23/17. CHW values all customers, however, you have indicated that you would like to cancel your policy. If you would like to cancel your policy, please call the CHW customer service team 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]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 have added a onetime service call fee onto your policy. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear W[redacted],CHW stated that the unit failed due to what we were advised by the technician however this claim would not have been covered per the policy’s terms that state that all units must come into the policy in proper working order. Please see Section A. Coverage #3You purchased your policy on 1/7/16 and you had 30 days from that date to ensure that all units were in proper working order. Your policy began on 2/7/16 and you placed your claim for your refrigerator on 2/9/16 stating it wasn’t working since the day before.  This was less than 24 hours after the policy started which indicates to us that this unit was failing prior to the date that the policy began. Per the policy Section F. Limitations of Liability #1 states that CHW does not cover failures that are known or unknown to the policy start date.We did however allow for a technician to go to the home and provide us with the diagnosis, per their diagnosis we determined that this was not a covered claim and advised you of such. This policy has been cancelled and you have been provided a refund for the amount that you paid $340.00, minus an administrative fee of $50.00 and you were provided $247.50 back to your account.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Respectfully,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 that we are still waiting to hear from you, please call the customer service team directly at [redacted]. Your time is very valuable and we apologize for the long delays. You may also email us directly at [redacted].     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: After I contacted the company I had another technician come and examine the unit. He stated that the unit was very clean, particularly for its age. What is more, he stated that the average life span on the computer of these types of unit motors is 2-3 years. Our computer was bad. It was 10 years old. This was not an issue of maintenance to begin with, rather technology. Moreover, if it was an issue of maintenance we were told emphatically that the unit was clean.Furthermore, every person I have talked to has stated the same companyresponse of "#12 that all units must be maintenance per the manufactures specifications." I have told this company, time and time again, that the manufacturer has no written specifications for certified cleanings in the owner and operations manual that comes with this unit. You can keep regurgitating you policy answer all you want, it does not change the fact that your company is making up standards that are not written down anywhere. If you do not believe me check the citation I listed in my initial claim or give me a cited reference to disprove what I am saying about this unit. I would like a refund, however your company claimed they would only give me roughly 10% of what we payed which is absurd. I am also still waiting on the written reason for denial which has not come though this is the 3rd time I have referenced it. I will be contacting your state about this directly as you are violating terms for a court decision.
Regards,
[redacted]

Dear [redacted]
We regret to hear your frustration.  In review of your policy, there are no prior records or notes stating that you requested to cancel your account.  Our records do show that we were provided with new credit card information on November 20, 2016.Please see our...

policy Section Letter L of Cancellations as you are not entitled to a refund:This 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.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 and dissatisfaction with CHW. We strive to better our business practices, therefore we have submitted your feedback to the Director of Vendor relations, who will look into this matter. In regards to our refund policy, please see our...

policy, Section Letter L of Cancellations: This 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.If you wish to cancel your policy, 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

Complaint: [redacted]
I am rejecting this response because: it only reiterated the contract language.  They provide no response regarding misrepresentation by the sales rep when they sold me the product.  As stated in my original complaint, the sales rep assured me that my very high end appliances replacement value would be covered.  The company does not address this issue in which the sales person misrepresented the contract just to make the sale.  The consumer needs to be aware of these deceptive practices.  Especially when the company even on this circumstance will not address this issue.  They clearly are attempting to dodge the issue by referring back to legal language in a contract rather than admitting the misrepresentation and trying to correct their wrong doing.  
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 www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that CHW has explained that the failures that occurred are per our policy are partially covered. CHW is covering the main failure which would be considered the compressor and you are responsible for the secondary failures of the Freon and the misc. cost from the technician of $180.00.CHW does not cover failures that are considered to be secondary, please review section F. Limitations of Liability #19.. We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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 D, number 4, Thermal expansion valves are not covered. The policy is referred to above, can be located on our website, was emailed to you on March 29, 2016 and we will be happy to send it to you again. Please feel free to call our customer service center directly if you have any questions at 1-888-531-5403.     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. 
However, your contract states that i"We have the sole right to determine whether a covered system r appliance will be repaired or replace.  WE ARE RESPONSIBLE FOR INSTALLING(I N S T A L L I N G) replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color." I am quoting #9 under "Limits of Liability".  I did not accept your replacement because [redacted] has several recalls for units catching fire and the reviews of that model are not good, particularly stating not getting dishes clean.  I chose the $$ instead of replacement and am having a unit delivered that is comparable to mine, not a unit with less features and bad reviews.  Nowhere does it state that if I choose to have my own unit purchased to replace one YOU COULD NOT REPAIR that you would not cover installation of that unit.  I have worked with other warranty companies and had to have an appliance replaced and I paid for anything above the cost of replacement(bringing it up to code) however they had the unit installed and had I bought my own unit, they would have installed it and given me $$ towards the new unit up to a certain amount. 
Regards,
[redacted]

Dear Mr. [redacted],We do understand your frustration and although we have not received the invoice from you for any maintenance records, or from the technician that you stated fixed your unit for $200.00, CHW is willing to provide you with $100 towards this claim and offer you a onetime free service call fee and place it onto the policy.As we stated over the phone to you, the lack of maintenance as stated to us caused a secondary issue that would not be covered. If you would like for us to assist with this claim, we are willing to provide you with half the cost of the part (again you stated was $200) and add a onetime free service call fee to the policy for the next claim that you may have.Please contact CHW if you would like to accept this offer and we will go and process a check.We do hope that you do accept this good faith offer as this is the most that we are able to provide for a claim that was not covered.Thank you,CHW

Dear [redacted],We regret to hear your frustration and dissatisfaction with the technician.  We take your feedback very seriously therefore we have taken this feedback to our Vendor Relations Director who will handle accordingly.  Based on the most recent diagnosis that we received from...

Fast Labor Heating, it does state that the system had no Freon in it.  Your system being low or out of 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, therefore we will not reimburse for the leak test fee.The diagnosis also stated that the thermostat was missing and it was replaced – we covered this for you.  In addition, there were missing valves.  Per our policy, Section Letter F, Number, 8, CHW is not liable for “…missing parts…” We regret to hear that the thermostat was removed from your home, however, please understand that our policy states in Section Letter F, Number 19, that CHW is not liable for “…the negligence or other conduct of the Service Provide…”If you would like to further dispute this issue please contact the technician directly, [redacted] at ###-###-####.We strive to provide the best customer experience, therefore we have added a onetime free service call fee for your next claim.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: You are offering me $45 to cover something that your own contractor says its from normal wear and tear and would cost $1800 to replace; that sounds like an insult, please hold on to your $45, you might as well put on your website that the maximum you would pay out is $45. I would file a complaint with the Texas Real Estate Commission and Complaints and also reach out to the Attorney Generals office, you guys are deceptive. A simple search of this company on Google (which I should have done before signing up shows nothing but complaints. For a company as big as this, your reply to my complaint was full of grammatical and punctuation errors (that shows how important you really take this). You did not even address my second complaint of my Fridge.
Regards,
[redacted]

Complaint: [redacted]
I am deeply sorry but I can not in good conscience sign your release form which basically says I recant my complaint about your company I would be derelict as a consumer not to report this damaging experience if the refund you offered was not contingent upon that release form I would have been more accepting and I would have felt that your company showed some ounce of integrity. I also would like to point out that when I called to accept the refund I was passed to a few representatives and hung up on. I then received the form via email. I never had such a difficult time with a business my entire life.  
I am rejecting this response because:
Regards,
[redacted]