Bass Services, Inc.

Complaint: ***
I am rejecting this response because: I was promised a same day returned call from Jose on August It is now August and I have not received a call or a resolution.
Regards,
Andrew ***

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 for your air conditioning unit indicates that the diagnosis was provided to CHW, however, the claim wasn’t processedIt appears that the technician made you aware that the drain lines were clogged and informed you doesn’t provide coverage for clogged drain linesSection Letter D, Number of the policy indicates that drain line stoppages are not covered in accordance with the policy so if this was the diagnosis that was submitted, it would not have been covered 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 on 3/15/you were provided a goodwill gesture to have $approved to the technician to assist with the cost of the claim. We are happy that we were able to assist you on this claim.Regards,CHW

Dear ** *** ***,Please note again that CHW is not an emergency service company and we do not reimburse as one. We do regret that you were not able to review the terms of the policy however as a goodwill gesture, we are offering to provide you with a total of $375.03.Please contact our customer service department if you would like to accept the full refund and we will send you a release agreement for you to sign to receive all of your funds though.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 compressor shorted to ground This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure does not constitute 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 wear and tear…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied, therefore, you requested to cancel your policy We strive to provide the best customer experience, therefore, we offered you funds in the amount of $to assist on the non-covered claim You declined this offer.If you would like to further dispute this claim, you are entitled to get a second opinion If you choose to get a second opinion, please submit the diagnosis to [email protected] for review If the diagnosis shows a different outcome, we would adjust the claim accordingly.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 **st 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 plumbing system claim, we confirmed the diagnosis of rust and corrosion being the issue that the plumbing had that created the leak Per our policy, Section FLimitations of Liability #as well as #states that CHW does not cover failures that are caused by rust or corrosion Regardless if this rust or corrosion is of wear and tear, it is an exclusion of our policy. We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

*** ***,We regret to inform you that our offer does not come with the option of providing the technicianCHW has offered, per our records the amount of $ We do understand from reviewing the claim that you paid a total of $for your cooktop however we are not offering to provide that amount as stated before Our offer is per our policy, Section FLimitations of Liability #since the parts are no longer available, and we are paying as it states:“If parts are no longer available, we will offer cash payment in the amount of the average cost between parts and labor of the covered repair.”This amount is $at our rates; we are willing to increase the amount the extra $to match the amount that you have documented in the complaint as $ Kindly contact us at ###-###-#### and we will place the authorization for youPlease note that checks do take days to be sent to our customers and we do not want you to have to wait longer than you would have to.Thank you,CHW

Complaint: ***
I am rejecting this response because the Freon leak was supposedly fixed by Choice Home Warranty's certified HVAC contractors back in February 2016. Doesn't Choice Home Warranty guarantee the work of their contractors? If I did not have the Freon leak fixed by Choice Home Warranty's certified HVAC technicians in February 2016, I would not have issue with findings but this is not the case. I followed all Choice Home Warranty's rules back in February to have the Freon leak fixed, so why won't Choice Home Warranty own up to the faulty workmanship of their certified HVAC technicians? The faulty Freon leak workmanship should cancel out the "secondary damage" diagnosis for my claim * *** resulting in a replacement heat pump payout by Choice Home Warranty in the amount of $4,or more
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 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 ***
After reviewing your complaint, I agree the claim would not make any sense to be not covered however, upon reviewing the claim the reason that this claim was not covered was due to the fact that the first technician that went to the home stated that there was a clog in the condenser, he stated that there was “hair and debris all over the system”He also stated that the unit was freezing up causing a leak thought the freezer door
Per our policy Section DCoverage #states that we do not cover Refrigerators that have a “leak of any kind”
We do see that you had a second opinion due to the fact that the claim was not covered per the lack of maintenance that the technician statedThe second opinion stated that you had no issues with the unit is January but a few months later there was a leak and a clog in the condenserThis shows that the maintenance that you had done was improperly done
We do see that CHW offered you a full refund for the policy providing you sign the release agreement that we have sent to youThe agreement is because the policy itself is not entitled to a refund and as a goodwill, we are offering it to you
Please send the release back to us if you would like to accept the full refundIf not, we will be happy to continue your policy but please understand that this claim would not be covered due to the leak and lack of proper routine maintenance
We do regret that you are frustrated with this claim however CHW is in full compliance with the terms and conditions of our policy
Regards,
CHW

Dear *** ***,We do apologize for the inconvenience this may have caused you We have contacted our IT department to remove your information from our do not call or email list Please allow one week your information to process. If you continue to receive solicitations, please
forward the email to us at [email protected], so we could revisit the issue. 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 *** Please accept the apologies of CHW for the aggressive marketing attemptsThe marketing executive team has been made aware so that your information can be removed from the database Regards, CHW

Dear Ms***Our apologizes that the statement was made that your policy was cancelled, we do see that you have not paid for the remainder of the policy and you are in past due statues You did pay a total of $for this policy and after the claim was not covered per the terms of the policy, you were upset and chose not to pay any further The claim was not covered per the terms stated in Section F#as it was a pre-existing failure to the policy start date We will however provide you with a refund of the amount that you did pay, providing you sign the necessary papers that we will email to you If you chose not to sign the papers, we are not able to provide a full refund and you would be subject to either pay the amount past due or you could cancel per terms of Section LCancellations.CHW does urdge all customers to review the policy before the start date to ensure that they fully understand our policy and the coverage that they had purchased If within the days, you disagree that is when a full refund is available As stated, we are only able to provide a full refund once you have signed the agreement that we have emailed to you.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, we do see that it was cancelled as of the 17th of this month We do regret any frustration that you had experienced with our company and wish you the best of luck with your future home warranty.CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***,We appreciate your feedback.Choice Home Warranty does not condone any rude behavior as we strive to provide the best customer experience We have brought this matter to the Director of Operations and the Quality Assurance Manager who will handle accordingly. Although Choice Home Warranty stands firm on the outcome of the claim, as a goodwill gesture, we are willing to honor you with a free service call fee for your next claim.Please note, that the $service call fee was not paid to CHW therefore we are unable to offer you the funds. 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 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 for anyone to review before purchase at ***
In reviewing your statement made to the Revdex.com, you stated that “During the recent storms, our A/C failed”As we explained to you, our policy does not cover failures that are a result of storm damagesPlease see Section Of our policy where it states
“ We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.”
The unit also showed failures due to a lack of proper maintenance and rust/corrosion, which is not covered under the policy eitherPlease see Sections FLimitations of Liability #and #
We have as a goodwill gesture offered you a full refund of the paid policy with a signature on a release agreementIf you would like for us to provide the full refund to you, please send the form back to us
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 our web site at ***
Upon review of your claim that you
had placed for your Heating System, it was advised to us that the unit had
failed due to a lack of proper routine maintenance. Per our policy, Section FLimitations of
Liability #states that all units must be properly maintained per the
manufactures specificationsWe did receive the invoices that you had provided
to us and unfortunately they were not sufficient to show that there was
maintenance completedWe do regret the frustration that
you have had however CHW is in full compliance with our terms and conditions of
our policy.Best regards,CHW

Complaint: ***
I am rejecting this response because:
I have another claim for dryer repair that was completely ignored by choice home warranty The second opinion prove your technical dionigal was incorrect point out the repairs that were done a new compression was needI cancel my membership because of incorrect inspection on my claims.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I did not have all these claims.I did have almost a year of paying for a agreement.This was not a preexisting condition the unit worked well for many years.The unit broke down and you all did not fix itThat was the agreement I was paying for!Your company is a scam
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
It does not resolve the matterI have left messages with CHW, and repNailing to have this matter reviewedI yet to hear a response
Regards,
*** ***

Dear Mr***,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 policy, we do see that your policy began on 3/22/and you placed a claim for your garbage disposal on 3/23/The technician advised us that the failure was that the unit was leaking from the canister and needed to be replaced This issue is wear and tear on the unit however this is pre-existing to the policy start date Per our policy all units must be in proper working order the day the policy begins It is also stated in Section FLimitations of Liability #that we do not cover any known or unknown pre-existing issues This failure could not have happened within the time frame that you had your policy.Per our policy, Section LCancellations, you are not entitled to a refund You chose to pay for the policy on a monthly basis If you had paid for a full year or more than we would provide you with a pro-rated refund minus claims paid and an administrative fee It is the customers’ responsibility to review the policy and ensure that all units in their home are working properly CHW paid the technician that came to your home for the service call fee We do see that you have cancelled your policy with us already as of 4/4/ We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Regards,CHW