Bass Services, Inc.

Complaint: ***
I am rejecting this response because:You have offered this before and I have refused itI also refuse it this timeI will not take anything except what the agreement calls forThe repairman told you that the evap coil was bad and the hole was not any where near the spot of what you called rustSo how about this, You quit offering me the same thing over and over and I'll tell every person that asks me about home warranties (and some that don't) how Choice Home Warranty will make up things just to keep fro paying a claimJust keep your GOOD WILL and your REFUND and we will call it an even trade
Regards,
*** ***

Dear *** *** Thank you for your feedback and we apologize for your frustration 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 policy that began with us on 1/16/16, we see that you placed a claim for your heating system on 1/30/ We also see that the claim was not covered due to the fact that the technician stated that the failures that you had “ blower wheel became misaligned and detached from the blower shaft, causing secondary damage to the motor”, could not have happened within the timeframe of which you had your policy It would take a longer period of time for your unit to have these types of failures We do apologize if anyone stated that they believed you to be a “liar’, that was never our intentions We were trying to explain that per the policy, Section ACoverage #states that all units must come into the policy in proper working order Also section FLimitations of Liability #states that CHW does not cover failures that are known or unknown pre-existing to the policy start date.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Dear *** ***,We understand your frustration and we do regret that you did not see that our policy does not cover ice makers or rust and corrosion.We can see that your policy will expire on 1/27/and although CHW has paid technicians for going to your home in the amount of $149.95, we are offering to provide you with a refund of the amount that you paid for this policy as a goodwill gesture If you are interested in receiving a full refund of $401.25, please contact our office at ###-###-####, please ask for our cancellation team and they will provide you with a release form to sign and send back to us Once received back, we will then credit your credit card that we have on fileIf for do not want it back onto the credit card, please advise us at that time to specifically send you a check that will take business days.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 *** Upon review of your policy we do see that you purchased the policy with us on 12/28/amnd it began on 1/28/16, we see that you placed a claim for both of your AC’s on 5/12/ It states that the unit was not cooling We do see that we have only had a diagnosis from one technician that we sent out to your home, AIR TEMP GROUP LLC The diagnosis that was provided to us states that the one that had failed had a bad compressor, blown compressor terminal and the second one also had a bad compressor but this was locked up and both had seized Per the diagnosis and the pictures that were sent into our office, do show that the units failed due to a leak that was caused by rust We did see that you were upset that the service provider stated that this was wear and tear; however if it is or isn’t would not matter because per our policyCHW does not over failures that are caused by rust or corrosionPlease see Section FLimitations of Liability #that states that CHW does not cover failures that are caused by rust or corrosion which is a lack of maintenance This is stated in Section FLimitations of Liability #12. As a goodwill gesture since we are not able to provide coverage for your AC systems because it is against our policy, we are willing to offer you a full refund of your paid policy in the amount of $ This is the $per month that you have paid from 12/28/until 5/31/ If you would like to receive this as a refund, please contact our customer service department The notations have been placed in the claim and they will provide you with a release agreement that we would ask you to sign and send back.We do regret your frustration however CHW is in full compliance with the terms and conditions of policy.Regards,CHW

Complaint: ***
I am rejecting this response because:
Your terms says following but I had none of the conditions listed belowCoil was not rusted as it is made of rust resistance metals - aluminum and copperYour service techwas not able to give me a report where the problem wasCHW should provide replacement coil if it was leakingIn my neighborhood most of the neighbors had some work done on air condition and all of them have good experience with their warranty companyThey had similar issue like mine loosing FreonMy systems are maintained well and we did regular maintenance work on them. I cannot believe CHW came up with excuses like this without any proof.
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 our web site at *** Upon review of your dishwasher claim, we do see that the parts were no longer available and that we did offer you per our policy Section FLimitations of Liability #the cost of parts and labor in the amount of $that you did accept. As a goodwill gesture we would like to increase this offer by $to make the overall buyout $300.00. In reference to your washer, the funds that were offered to you were for the parts that we would cover. The initial failure was a seal, this allowed the water to leak and damage the rest of the inside bearings and basketThe offer that was provided to you that you accepted was in the amount of $since that is the amount we would pay for that partSince this claim was not covered completely, we would not be able to provide you with the remainder of the cost per our policy Section FLimitations of Liability #19. We urge all customers’ to review the policy within the 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 periodBest regards, CHW

Complaint: ***
I am rejecting this response because:
The assertion that there is a leak in the tank is untrue and I have discussed this with them at length and sent documentation to that effect, and the water heater company has also discussed it with them and has recordings of these conversations. Attached is the diagnosis that the regulator no longer functions which in turn causes the overflow discharge pipe (a safety feature) to be triggered. See attached documentation from water heater company and from AO Smith. Also when Choice Home Warranty gave the option to have the issue evaluated by a company of my choosing because they were unable to locate one, they did not state that this would disqualify me from having it repaired by one of their techniciansThey claimed that the problem could be corrected without replacement but refused to find someone capable of doing so under their coverage. The attached e-mail states that I have the option to have it looked at myself, but in no way states that I am waiving my right to have it repairedChoice Home has offered me less than half of what it cost to replace the water heater and I have yet to receive that and made it clear to them that I do not consider this resolved. I do not feel comfortable signing away my rights in order to get refunded prior to receiving (at least) the amount offered as I still believe that the entire claim should have been paid and a full refund is due
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 This was a covered claim Based on the diagnosis that we received, it stated that your stove was leaking gas from the burners and per the gas company, the unit is no longer safe.Our policy states in Section Letter F, Number 16, that “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.”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied, however you accepted the funds of $towards a new unit.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***,We regret to hear your frustration We did reach out to our Authorizations Department Director to re-review this claim He reached out to the technician and was advised that the shingles were improperly installed and needed to be adjusted properly.Per our policy, Section Letter F, Number 11, CHW is not responsible for “…improper installations…”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 *** As outlined in our policy, section Letter F, Number 12, CHW doesn’t cover repairs related to lack of maintenanceThe diagnosis we received by the technician indicates that the Condenser Coil was dirty and the unit was running off on high head pressuresThis resulted in short cycling the contactor and the thermostat and causing them to fail We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Complaint: ***
I am rejecting this response because: They FABRICATED a phone call record from my wife (who was never involved or ever called) stating she called and cancelled the policy. Their response is a cookie cutter response based on their fine print of their policy that is no doubt is there to give them multiple angles to work themselves out of ownership and liability. But the cancellation is based on a FABRICATED LIEThat is my complaint not the policy itself. The policy has all the wiggle room and verbiage for them to not pay at their will. Under any circumstance there is a way out for CHW depending how they choose to classify it or how literal they will take the policy. Example all it takes is a part # change and that releases them of any liability because the part is not available so here is your money for that part you cant get. Its odd that the day after I had verbally accepted their good faith offer my wife calls to cancel but there is no record of my acceptance - very convenient especially when all the other conversations are well documented. There is no proof my wife called other than what they say - again how convenient. I checked my wife's phone records and there is no listing of CHWs number listed weeks prior or 3 after the stated date of the supposed phone call. This is an example of a large company fabricating lies and having all the power to release liability to a home owner who they know has no evidence
Regards,
Darin ***

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
seriouslyChoice 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 claim for your water heater, we do see that the unit needed to be replacedPer our policy, Section DCoverage #states that we do not replace the tanks; however we did advise you that as a goodwill gesture we would provide you with a new unitWe have requested that you contact us to advise us if you were willing to accept the goodwill offer that we were providing
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 appears that your claim was handled in accordance to the policy section Letter F, Number The blower motor failed as a result of an improper installation or repair of the control boardCHW is not responsible for repairs related to improper installation or repairWe 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 your unit had two compressors and that the compressor for freezer failed. Per our policy, Section Letter D, Number 3, CHW does not cover “…Freezers which are not an integral part of the refrigerator…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance with. We strive to provide the best customer experience, therefore we offered to cover half of the cost of compressor You accepted this offer. If you would like to move forward with this claim, please contact the technician at *** *** ***, ###-###-#### to schedule an appointment for repair.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: ***
Please find letters from my attorneys that were sent to the company in attempts to solve an issueThe entire situation is being described in these letters
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 ***Upon review of your claim, we do see that you placed a claim for your AC System. In accordance with the policy section Letter D, Number 4, the Thermal Expansion Valve is not coveredAdditionally, in accordance with section Letter A, Number 3, CHW is not responsible repairs related to unknown or known 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 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 condenser was very filthy, the unit was low on Freon, and the drain pan was cracked and leaking into the furnace These failures 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 or routine maintenance...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance We strive to provide the best customer experience, therefore, as a goodwill gesture we offered you $in goodwill funds You accepted this offer and cashed the check on June 21, 2017.We were advised that you were still not satisfied with the outcome of the claim, therefore, we advised you to provide a second opinion diagnosis, at your expense for review You agreed to get a second opinion. We received the second opinion invoice which showed the installing of Freon and a leak stop This proved not to be a second opinion, but only a temporary repair The outcome of this claim stands Due to your dissatisfaction, you requested to cancel your policy, in which we cancelled on July 19, No further action will be taken as this policy has been cancelled.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 ***, and find that this resolution is satisfactory to meI tried to get them to send me the so I could fix it myself but they refused they said I would need to have the work completed them send them the invoice but I do not have the money to do thatI will accept the check made payable to myself so I can fix the problems the contractor has caused me
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 *** Upon review of your claim, it appears that the claims were responded to accordingly in connection with the established policyIn section Letter F, number 12, we are not liable for repair of conditions related to lack of maintenancePer the technician, this is a result of electrical failure to windings of the compressorThis is from the compressor overheating and high pressure which is a result of lack of proper maintenance We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW