Bass Services, Inc.

Dear [redacted]We regret to hear your frustration and your wish to cancel.  Although you are not entitled to a full refund, as a goodwill gesture, we will honor your request and issue you a full refund in the amount of $400.00 and cancel your policy.To accept this offer, please find attached release agreement. Kindly sign, notarize, and return the documents to the attention of “Consumer Advocates” and also include your policy number.  You can return the document by email, fax, or mail.  Please note faxing does take 24 hours to upload into our system.  The fax number email and mailing address are listed below.Email to: [email protected] to: ###-###-####Mail to: [redacted]  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],I guess I have no option but to accept. But yes the booklet does have the ways out for the CHW not to pay. These are not in your adds. If these things are in your warranty you should have them inspected and refused to warranty this item. You accepted the responsibility of warranting this item. I paid you in good faith. I have only owned the home less than 3 years and had this A/C unit worked on twice. Nothing was told to me about rust or anything. But a unit 20 or 30 years old likely does have rust. I know nothing about what is inside the units.  ALSO I heard the lady offer $135 not $150 but that is still low, The lady was hard to understand, but she hung up an me before I, we could finish talking. I guess she was finished I was not, I don't like being hung up on.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:   Thank you for looking into the dispute with Choice Home Warranty. I would like to state that the issue was never fixed. At first, Choice Home Warranty claimed that the pool was damaged by the "freezing weather". But now they said that an improper repair or installation is to blame. My policy started on 9/24/2015 and runs through 3/24/2019. This policy was paid in full in advance. They mention 300 dollars as "goodwill". I don't see how this could be a goodwill gesture when I have paid 3 years in advance. I find it hard to trust Choice Home Warranty when many people throughout the US facing the same issues I have with this company. Even on your own website, you can see that this company has mostly negative reviews. 
Regards,
[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/useragreement.com.Upon review of your claim that you placed with us on 6/8/15, we advised you of the technician’s diagnosis.  He stated that “CONDESER WAS CLOGGED BECAUSE AIR WAS NOT BLOWER AIR OUT THE TOP OF THE UNIT IT WAS BLOWING OUT THE SIDES SO HE CLEANED THE CONDENSER AND FOUND SOME OF THE FINS TO BE DAMAGED ON THE UNIT IT MAY BE PREVENTING UNIT TO COOL PROPERLY”  He also stated that this is a clear sign of a lack of maintenance.  We advised you of this and you did send us records but the records showed that the system had a dirty coil and dirty coils.  Showed the unit to be in poor shape.  The second record that you provided us with shows that the unit had Freon added to the unit which was 4 months after policy started where they stated back than unit needed replacement”Per our policy Section F. Limitations of Liability #12, This was after policy started where they stated back than unit needed replacement this was customers first AC season with us no records prior to that regardless photos and report confirms outcome here and claim is not covered)We do apologize for any frustration that you have experienced with this claim.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 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 compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”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 $500.00 to assist you.  You declined this offer. 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 that was purchased on 6/26/15, you showed CHW a proof of coverage to start the policy early, Your coverage started on 6/29/15.  In order for you to have the full money back for your coverage, you would have to wait the full 30 days prior to the coverage start date.  Since you chose to have the coverage start before the 30 days, you are not entitled to a full refund because you did not wait the 30 days for the policy to begin.  Your policy has been given a credit to the credit card on file in the amount of $1075.00 this credit was given to you on 7/24/15. We do apologize that you were not happy with service.  CHW is in full compliance with our policy that states in section L. 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.We do appreciate your feedback as this does help us with our customer service and service providers.

[redacted],Prior to your policy start date, you were provided 30 days to review the policy.  In the 30 days, if you did not agree to the terms and conditions of the policy, you were then permitted to cancel without any fees; it would have been a full refund. However, you chose to stay with our company and since then we have covered $862.49 for this policy in which you paid $400.00.CHW’s policy Section F. Limitations of Liability #16 states that we are permitted to provide you with the cost in lieu of repair.  The amount of the repair was $ 499.12 however we increased the amount per your request and provided you with the amount of $549.99 upon your approval on 1/26/17.  We are not able to increase the offer any more than we have.  Per the conversation you had with one of the managers, you did agree to the amount.Once the amount has been authorized, the check will automatically generate in 30 days. We do regret your frustration however CHW is in full compliance with our terms and conditions.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].   We are definitely sorry to hear that you want to cancel your policy with CHW. Our goal is to provide all customers with outstanding service at all times. There will be times that in accordance with our policy, claims will not be covered. It appears that your claims were processed in accordance with the policy. Please call our customer service team for assistance 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

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, CHW has explained that this claim is not a covered claim and as a good faith offer, we have authorized the technician with $250.00 towards the repairs. We do see that CHW has sent the technician back to your home and again provided our goodwill of $250.00. Please contact the technician for the remainder of the repairs to be completed at ###-###-####. 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 the invoice that we received, stated that there was a leak on the evaporator coil.  In order to properly proceed with the claim, we requested pictures of the leak location, indoor/outdoor coils, and data tag...

information.  We never received the requested pictures as you replaced the unit - therefore we were unable to proceed with the claim. Please be advised that CHW did not approve or advise you to purchase a new unit.  Our policy states in Section Letter C, Number 3 that CHW “…will not reimburse for services performed without prior approval...”Due to your dissatisfaction, we offered you $100.00 and a onetime free service call fee.  To accept either offer, 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

[redacted],We cannot provide you with a technician since the policy had been cancelled but we will be able to provide you with a full refund of what you paid in full for the policy.  You paid a total of $109.99.Please advise if you would like a refund and we will process a credit 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 our web site at [redacted].
Upon review of your claim, we do see that you have accepted the buyout amount of $350 and this was authorized to you for the claim. This is per section F. Limitations of Liability #16 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 regret your frustration with this claim; however we are in 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. The diagnosis that was received stated that the gas valve failed and needed to be replaced. Your system’s model and serial number confirms that your unit is still under the unit’s manufacturer’s warranty.   Per our policy Section Letter F, Number 15, states that we do not cover “items while still under an existing manufacturers, distributors, or in-home warranty.” Our Sr. Claims Specialist advised you about the outcome of the claim and as a goodwill gesture, offered to cover the repair for your unit.  You accepted this offer. You were not content with the time it took the technician to receive the part, so you opted to hire your own technician. In a recent review of your claim, we have received the diagnosis and paid invoice from your technician. As a goodwill gesture, we would like to offer you the amount of $155 towards this repair and in addition, we will add a one-time free service call fee to your policy. If you would like to accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday and Sunday 9am-5:30pm EST. Regards, CHW

Complaint: [redacted]
I am rejecting this response because: the reason for the denial is bogus. The technicin never said those things nor submitted paperwork stating so. I called in and told the rep that. When she was confronted with the info he proceeded to tell me that it didn't matter if it was from lack of support or not that it wasn't covered.as far as the heat kit, they never said it had nothing to do with the ductwork that was causOmg it to fail. I spoke to the tech again and he said they never said nor submitted anything that said that. So with that UFO please explain to me why you are not covering besides "we aren't covering!" That is what your rep Meesha kept stating to me. I'm not at all satisfied and want to know who else I can voice my concern.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The components that make up the evaporator coil (Copper, Aluminum or Zinc)  do not “RUST”. The term “rust” is reserved for the corrosion of iron or steel and if you are even slightly familiar with A/C components, then you would know, there are no iron components associated to the A/C evaporator coil, which is the subject of my Denied claim.  Therefore, you are incorrect for denying my claim based on RUST because the components that make up the evaporator coil (Copper, Aluminum or Zinc)  do not “RUST”.It appears that your company is in the business of looking for loopholes or key words to avoid honoring the advertised warranty program, then it only makes sense that Choice could care less about the root cause.The root cause of the evaporator deterioration is not Rust but instead, a result of an electrochemical reaction that causes an engineered material to disintegrate as a reaction to its surroundings.If you know anything about metals or chemistry, then you should know whenever you have dissimilar metals (Copper, Aluminum or Zinc which are usually the main components of the evaporator coil) that are in contact with one another in the presence of an electrolyte (in this case condensation or water), then you have what is known as a GALVANIC ACTION, resulting in the chemical deterioration of the metal with the lower galvanic number. Add several years to the Galvanic process and we have the root cause of my evaporator coil leak.Unfortunately, from experience, once the evaporator gets to the existing condition, the only option is to replace the evaporator coil. Any other corrective action will only result in a temporary repair.My request is to have your technical panel reassess their decision, do your homework on rust and perform the proper corrective action which is to replace the Evaporator coil or the entire unit.Since the unit is aged and requires a refrigerant (R-22) that is being phased out due to environmental reasons, the best option is to replace the entire system.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
Sharon [redacted]  Your salesperson assured me before I accepted the Contract, that you would not send any contractors here from Vegas. It's 65 miles away and takes over an hour to get here.  I complained several times to your company about sending him. He was unable to fix my old unit and you would not warranty it. So we purchased a new unit from the contractor you sent to us.  His service is below standard, and he is not a nice person. However if you want to accept this quality of contractors in your portfolio, then I will have to seek relief in other manners.

[redacted]We do regret that you are so upset with the outcome of this claim, we do see that CHW has offered to assist you with the claim itself however you have declined our offer. Although CHW has paid out on your policy, we are willing to provide you with a full refund of the amount that you paid for this policy.  If you would like a full refund of the $400.00, we ask that you contact us at ###-###-#### and we will send you an agreement, once that agreement is signed and sent back, we will process the refund.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 internal windings in the compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.Per our policy Section Letter A, Number 2, CHW covers failures that “Become inoperative due to normal wear and tear…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you stated that you understood. If you would like to further dispute this claim, you are entitled to getting a second opinion at your own expense.   If you choose to do this, please email the detailed invoice with the diagnosis to [email protected] for review.  If the outcome differs, we would adjust the claim accordingly, based on our policy.  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 processed according to the policy. Based on the diagnosis that was received from the technician the issue was with the breaker in the sub panel. Section Letter D, Number 7 indicates that sub panels are excluded in the coverage. You were informed of the $50 Administrative fee for the cancelation based on section Letter L of the policy. CHW doesn’t want to lose any valued customers, however, if you would like to cancel, please call the customer service team 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 response is nonsense. The response does not answer the original question. The claim was rejected based on faulty logic. CHW claims debris that entered the air handler unit after the air handler caused the air handler to break. If CHW can explain how that happened, then I will accept their response. My guess is that CHW cannot do that, which is why they keep sending responses that have nothing to do with answering that question.
Regards,
[redacted]