Bass Services, Inc.

Revdex.com:I accepted CHW's offer of refunding one year's premiums, $607, on 31 May 2016 via response to your email. This will be my second acceptance, nearly a month later. Please advise as to what the delay is. We had to purchase a new HVAC unit, which cost us $7,500, and would appreciate our refund from CHW being expedited in light of this delay.Please call me if there are any questions to avoid further delays. Thank you, ###-###-####.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Complaint: [redacted]
I am rejecting this response because: They are WRONG on the type system I have, which is a STANDARD AC and heating unit  manufactored by TRANE,  that the Compressor went out ! Their quote about Excluded VVVVVVVV   "EXCLUDED: All components and parts relating to geothermal, water source heat pumps including: outside or underground piping, components for geothermal and/or water source heat pumps, redrilling of wells for geothermal and/or water source heat pumps, and well pump and well pump components for geothermal and/or water source heat pumps. Access - Radiators or valves - Baseboard casings - Radiant heating – Dampers – Valves - Fuel storage tanks - Portable units - Solar heating systems - Fireplaces and key valves – Filters – Line dryers and filters - Oil filters, nozzles, or strainers - Registers – Backflow preventers – Evaporator coil pan – Primary or secondary drain pans - Grills - Clocks - Timers – Add-ons for zoned systems - Heat lamps - Humidifiers - Flues and vents – Improperly sized heating systems – Mismatched systems - Chimneys – Pellet stoves - Cable heat (in ceiling) - Wood stoves (even if only source of heating) -  Calcium build-up - Maintenance."
My AC system is not a Geothermal and /or WATER Source heat pump !!!!!!!!!!!!!!! It is a Standard, Trane brand  "AIR COOLED " heat pump that is used in Almost All homes down South !!!
Regards,
A[redacted]

Complaint: [redacted]
I am rejecting this response because: The information provided by your customer service representatives is inaccurate and down right false. As I have previously stated, the "good will" gesture is more of an insult. Please proceed with cancelling my policy, I no longer desire to do business with a company such as this. Thank you kindly.
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].   Upon review of your claim it appears that it was processed in accordance to the policy, section Letter F, Number 19 in which CHW doesn’t handle repairs related to secondary damages.   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 requested to cancel due to your dissatisfaction.We regret to hear your wish to cancel.  If you would like to cancel 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],Upon review of your claim, we did offer to assist you with the claim as a goodwill gesture had you signed the agreement.  If you would like a full refund of the paid policy, we will do so however you must sign an agreement for this as well.  CHW’s policy states that if a customer wants to cancel the policy pre-maturely you would be responsible for an administrative fee of $50 as well as any claims paid and provided back the months of non-use. According to Section L. Cancellation you do not have a refund as of today 7/29/16.  If you would like the refund, please contact us and we will provide you with the refund however we would have to have a release agreement signed since we are providing you with goodwill.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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy, we see that you purchased it on 2/28/16 and it began on 3/28/15, this is the 30 day grace period that you have to review the policy that was mailed and emailed to you or go online to our website as stated above and view the policy.  You could even go to the customer portal to view your policy. If within these 30 days you disagreed with any of the exclusions of the policy, you are able to cancel for a full refund.  You did not cancel the policy therefore we understood that you read the terms and conditions and agreed to them.In reviewing the claims that you had placed prior to this specific one for the Air Conditioning System, CHW did cover the claims you had for the previous AC system issue and a plumbing issue.In regards to this claim, we were advised that the failure that you had with the unit was caused by a lack of proper routine maintenance.  This is something that CHW requires in our policy as it is stated in Section F. Limitations of Liability #12.  We require that all units are properly maintained per the manufactures specifications. We asked you to assist you if you would have liked to provide us with maintenance records to show that you did have maintenance done.  You advised CHW that you did not have any such records.  If you would like to provide us with the records of maintenance, we will be a happy to review.We do regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

Dear [redacted],We regret to hear your frustration.  Please be advised that your policy has been cancelled as of 9/8/17 and your refund has been processed back onto your card as of 9/25/17.  Please allow 7-10 business days for the funds to post onto your account.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 [redacted].Upon review of your dishwasher claim, we do see that we did offer you a buy-out for this unit because the repair would cost just as much as a new unit would.  In this case CHW provides the customer with a check in lieu of repair as stated in Section F. Limitations of Liability #16 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 did offer to provide you with the amount that it would have cost us which was $180 but you did refuse this amount.  We did increase the offer to you in the amount of $280.00 which we do see that you had accepted..We do regret the frustration that you encountered with the claim however; CHW is in full compliance with the terms and conditions of our policy. Best 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 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, which you were not satisfied.  We strive to provide the best customer experience, therefore we offered you funds in the amount of $150.00 to assist you on the non-covered claim.  You declined this offer. As a goodwill gesture, CHW will resubmit your claim to our Authorization’s Department Director for review.  Once your claim has been re-reviewed, we will contact you with the update.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted]
The claim number filed with Choice Home Warranty was #[redacted], if that helps. The address for the claim was [redacted] TX 78238.
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 our web site at [redacted].
After review of your claim, we do see that CHW is covering the cost of the repair. We have provided authorization to the technician.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Thank you for your feedback, I do apologize for any emails or calls that you are receiving.  I have requested the IT department take your email out of the system.  If you receive anything else that says it is from CHW, please email me directly with the URL, this way I can show our IT...

department to see if it is in fact CHW.  My direct email is [redacted].  You can also BLOCK CHW from your email, this will help to see if it is coming from US or a 3rd party.  Again, after today 6/19/15, if you receive anymore please forward them to me and I will have them investigate.  Once you have unsubscribed, it should stop.Thank you again and I will have it removed.Respectfully,Tracy

Complaint: [redacted]
I am rejecting this response because:
It is now the 22nd of June and my refrigerator is still broken,this Friday will be 1 month without service
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The energy management system had nothing to do with the operation of my air conditioning repair or complaint. As mentioned before, the outside unit was turning before the initial contracting company worked on my unit. [redacted] informed me, and Choice Home Warranty that the power unit nor anything related to electricity had anything to do with the operation of my air conditioning problem. This was another way to shift the blame.
Regards,
[redacted]

Dear Ms. [redacted],CHW provided you with the refund per the date that you completed a chargeback and we did provide you with a credit back onto the credit card for the amount for a total of $473.34.  Per Section L. Cancellations you are not permitted to “charge-back the credit card” since you disagree with the outcome. If you review the policy, it does state that this is a contract, it states it at least 53 times throughout the policy.This matter is closed as we did provide the proper refund to you.Thank you,CHW

Dear [redacted]We regret to hear your frustration.Please be advised that our system is automatic, therefore, once a policy has gone inactive, checks will not mail out. After reviewing this claim, we will mail your check in the amount of $180.00.  Please allow approximately 30 days for...

the check to mail out.  Regards,CHW

Dear Ms. [redacted],We do apologize for the calls and emails, we will request that our IT department looks into this for you.  Please contact us if the calls or emails continue at [email protected] 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 that the claim was processed in accordance to the policy. The diagnosis that was received from the technician was that the ductwork had multiple tears. It was from some sort of physical damage and is not covered in accordance to the policy as stated in section Letter A, Number 2. CHW is responsible for repairs related to normal wear and tear.   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:This is a canned response that fails to consider or address the failure to honor the original cancellation commitment, the sales tactics and the assignment of a AC company that did not do their job. I also have photos of the coil that they claim was debris ridden showing to be it clean and the diagnostics from my own company showing they found no evaporator coil leaks as claimed. I believe the request very reasonable that CHW address the concerns and reimbursement request of the original complaint.
Regards,
[redacted]