Bass Services, Inc.

Dear *** ***, We do understand the frustration that you are going through and we would like to assist every customer however, we do have to review the claims and compare them to the guidelines of our policyThe claim for this AC System stated to have failed due to a lack of proper routine maintenance. Therefore in order or assist you, we request that you submit your routine maintenance showing that you have had the unit maintained by the manufactures guidelinesThe technician reported to CHW that the unit was in very poor condition, it had rust, corrosion, the condensing unit was in poor shape, the evaporator was in poor shape and the compressor had over-heated which then made the unit short to the ground; hence failWe understand that you stated that the technician reported to you that this was “wear and tear”However, had the unit been proper maintained and had preventive maintenance, this unit would not have failed. This failure would be considered wear and tear had there been no maintenance involvedOur technicians provide an opinion of how they believed the failures happened and we do not use “way” calling due to the fact that we do not want to place the technician in an uneasy position with the customer on the lineIf you have records of maintenance as specified by Section FLimitations of Liability #then CHW will be happy to re-open and review this claim. We have left the onetime free service call fee under your account as we stated we would however the second opinion has to be from an independent technician not associated with our company. Please send these records to *** and our inside technical staff will review them to ensure that they do fit the ACCA requirements along with the routine status also that they are records of maintenance, not records of repairsWe do look forward to assisting you providing you can show records of routine maintenanceThank you, CHW

Dear *** ***, 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 *** Upon review of your claim it appears that your claim was processed in accordance with the policy section Letter F, Number 12, which indicates CHW is not responsible for repairs due to lack of maintenanceThe technician was initially there to make a repair to the control board which was covered but once there found that compressor had shorted to the ground which indicates a lack of maintenanceHowever, it appears that a supervisor with CHW did offer $to assist with the purchase of a new refrigerator or repairs as a good will gestureThis payment is on the way to youCHW values all customers and apologize regarding the wait you endured while the part was being shipped We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,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 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 testYou agreed to have the technician perform the leak test. Based on the leak test results and pictures we received, it stated that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.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 SrClaims 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 $towards the repair You accepted this offer. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** *** Per our policy, Section F#CHW offered you the total of $which we have authorized for you. Our policy 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.”We are not offering to replace the unit however you are able to use the funds that were authorized to you and use it towards a new unit.As a good faith gesture, we can increase the offer to $however this is the most that we can do for this grade unit. Please note that the check will not go out for days from the date of the authorization. Thank you,CHW

Complaint: ***
I am rejecting this response because:I have documentation where I have has ac secured for passed for years since I bought house and ac came with it so I have documentation proving I have maintained proper maintenance on my ac unit every since I have owned it
Regards,*** ***

Dear *** ***,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 pump that was put on originally was an above ground pool pump and there was leak in the connection in the supply line going into the pump.These failures occurred due to an above ground pool pump being installed to an underground pool Per our policy, Section Letter F, Number 11, CHW is not responsible for repairs related to “…improper installation…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you advised that it was the technician CHW sent out to your home June of 2016.Per our policy, Section Letter F, Number 19, CHW is “…not liable for the negligence of the Service Provider…”Due to your dissatisfaction, you requested to cancel your policy; at your request, your policy has been cancelled as of June 5, 2017.If you would like to further dispute this installation, please contact the technician who installed the pump, *** *** at ###-###-####We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***, 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 *** Upon review of your claim it appears that your policy was handled in accordance to the terms outlined in section A, Number 3, CHW is not responsible for repairs of known or unknown preexisting conditions We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***, 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 *** Upon review of your claim, we do see that an amount was offered to you per the policy Section FLimitations of Liability #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.” We do see that you had accepted this amount however, per our policy Section LCancellations states that an account will be terminated if the customer does not pay for the policyPlease see below: LCANCELLATION This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warrantyYou may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative feeThis contract shall be non-cancelable by Us except for: Nonpayment of contract fees; Nonpayment of Service Fee, as stated in Section III; Fraud or misrepresentation of facts material by You to the issuance of this contract; Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative feeAll cancellation requests must be submitted in writingYour policy was purchased on 8/4/and payments are due on the 4th of each month, the payment for this policy was due the day of the 4th and was not paid. We explained to you that per the policy, your declining to pay would mean that you are breaking the contract and therefore forfeiting the amount that has been offered to youCHW follows our policy and since you have chosen not to pay for the policy, this reserved the right for CHW as stated above to not provide you with our servicesWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, CHW

*** ***We do regret your frustration however CHW does not cover flange, we do not cover claims that were done without proper authorization.In reference to the AC claim, CHW does not cover failures that are of a lack of proper routine maintenance as well not being wear and tear We did offer a goodwill gesture to you for this claim however we are not willing to increase the offer more than $400.Please contact us at ###-###-#### and we will provide you with a release agreement to receive the goodwill gesture for the $which is close to half the cost for a non-covered claim.Thank you,CHW

Dear *** ***,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 you have received the check that we sent to you and we did wave the $fee that was to be charged for a second checkWe do apologize for the frustration however if a check has been mailed out of our system and it does not reach the customer this is neither the customers nor CHW’s fault CHW will reissue a check after days without a charge but if you would like the check sooner than the days, a $fee would be charged We were happy to provide you with the check without charging the fee as this onetime goodwill gesture.We do regret your frustration however; CHW is in full compliance with the terms and conditions of the policy.Regards,CHW

Dear *** ***, We regret to hear your frustrationAlthough our policy states in Section A, Number that all units must be in proper working order on the effective date, in which we found pre-existing conditions on your unit and based on Section L of Cancellations, you are not entitled to a full refund, we are willing to offer you the full refundYour policy was $425, in which out of 3, you paid installments of $141.67, equaling $283.34. We will honor the full refund of $In order for CHW to process these funds, you will need to sign paperwork. Please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST in order for us to start this processRegards, CHW

Dear *** ***,
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 assetWe 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 purchaseIt may also be found on our web site at *** Upon review of your policy, we do see that you have chosen to cancel with our companyWe do see that you had placed a few claims with us that we did cover:
On 9/4/15, CHW covered the claim for the second freezer in the amount of $
On 6/16/16, CHW covered the claim for the Oven Stove Cook in the amount of $
However, you did place a claim for the plumbing system was not a covered claim due to the fact that the diagnosis that was provided to us stated that the shower valves needed new cartridges and that is something that CHW does not coverWe do see that since you had the work completed, without authorization that this would not be a covered claim as it states in Section CService Calls #but CHW did state that we would provide you with a goodwill gesture in the amount of $100.00, which you accepted but then you cancelled the policy with us
Once a policy is cancelled a check does not go out, if it was a covered claim and you chose to cancel the policy, it would be a covered claim but since this was a goodwill gesture; it wouldn’t
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy
Regards,
CHW

Dear *** ***, 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 *** Upon review of your claim it was handled accordinglyIn accordance with policy section Letter F, number which is lack of maintenance and section Letter D, number 3, which is Freon issue, there was no coveragePer the technicians diagnosis the unit had a dirty condenser and improper Freon chargeAs a result of these items, the unit needed to overwork, which caused it to overheat and failIt was constantly running in an attempt to achieve the proper coolingThis resulted in damage to the motor which in accordance with section Letter F, number 19, is secondary damageFurthermore, we do reimburse our customers, however, you are required to obtain authorization firstThis will help identify if the issue is one that will be covered and will require reimbursement We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

CHW provides you with the technicians information so that you can reach out to the technician to schedule an appointment at a mutually agreed upon time as indicated in the policy section Letter CAdditionally, if the technician performs substandard work and there is an issue with the repairs that were done, section Letter F, Number indicates that, “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 performanceYou also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages” At this time, CHW is not able to determine an outcome of the claim as it is necessary to obtain the diagnosis from the technician that is scheduled to come out, as a result, until that time, nothing more can be doneWe ask that you patiently wait for the scheduled technician to come out to make the proper diagnosis and submit it to CHW to have the claim handled Regards, CHW

Complaint: ***
I am rejecting this response because:
The company offered a model which is the cheapest basic model available in the market and it is around $and even have a coil burner .I have a kitchen aid with glass top burner and white color .How can they replace a $product with $.This does not look good
Regards,
*** ***

I am rejecting this response because: They are not being truthfulThe HVAC service was requested on 5/26/months after the Warranty was startedThe system has been maintained every year since I bought the building years ago. I also know this is a waste of time and will never do business with this company againI will be sending in the request for a full refund which by the way forces you to sign a "non-Disparagement" clause

Revdex.com:
I have already paid my final payment on my CHW contract therefore I do not intend to cancel my policy prematurelyI do anticipate my reimbursement check to be cut on August 16th (days after July 17th) as indicated and to receive it in a timely manner after thatTherefore, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is entirely what I expected them to say

Dear *** ***,
We do regret your frustration however CHW stated that the unit lacked proper maintenance and if you can provide documentation that the unit did have the proper routine maintenance as specified by the manufacture, CHW will review the claim againThis is stated in our policy as a requirement in Section FLimitations of Liability it states
“#We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor 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’s inside technicians’ have documented the failure that the unit shorted to the ground and the unit lacked proper routine maintenanceAs stated in the previous response, you can obtain these records from your maintenance technician
Please send the records to ***
Thank you,
CHW

Dear *** ***,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 pipe was rusted and or corroded; this is what caused the pipe to leak. 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 SrClaims 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 placed a onetime free 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

*** ***CHW offered to review the invoice that you had since it was not a covered claim. We do regret that we are not able to provide you with a full refund of the amount that you paid for the oven however CHW does not cover failures that are of completed without authorization. We do regret your frustration whoever. I per our policy Section C#states that we do not reimburse for work done without autho.Thank you,CHW