Bass Services, Inc.

[redacted],We understand your frustration however any unit that is missing parts, or has dirt and debris is something that we would not cover due to a lack of maintenance and secondary damages. If you do not have the cap, as you stated dirt and debris can get inside.  This can cause the unit to fail. You are welcome to provide us with a second opinion or provide us with routine maintenance for the one unit however the second unit would not be covered without providing us with a different diagnosis for the claim.We would like to offer you a goodwill gesture in the amount of $200 to assist with this claim. If you would like to accept the offer please contact us at ###-###-#### and we will authorize the funds for you.Thank you.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 claim, there were two technicians that came to your home and both stated that the unit was lacking proper maintenance.  They stated that the units were low on Freon; this can cause the compressor to over work and over heat.  This would not be normal wear and tear; it would actually be considered secondary damage as it made the unit fail.We do see that you are requesting to have a full refund of your policy.  Please review our policy Section L. CancellationsThis 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.If you would like to cancel your policy with us, you can call our cancellations department rather than send a letter. We do regret that this claim will not be covered per our policy Section F. Limitations of Liability #19. We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  We do appreciate your feedback as this does help us with our customer service and service providers. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because: I have already sent 2016 maintenance record for my HVAC unit performed by a certified technician from a reputable company.This AC is 10 year old and the compressor is even older. Compressor fails eventually. It doesn't run forever. Do you think all compressors continue to run forever?The whole point of the warranty is to cover against such incidents. Anyways back to the topic - this unit was maintained and even your own technician had come and taken a look at it in 2015 also.  Please be reasonable and stop baling maintenance on everything. Atleast some allowance must be made 
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:The fine print covers this company's as, which most homeowners do not know about.  The policy was purchased 30 days prior to its activation.  It is my fault for not reading the contract, I guess I was spoiled by American home shield that I assumed all the company's would be the same.  
Regards,
[redacted]

[redacted]Per our policy, we do have exclusions and limitations that we follow and we do provide our customers 30 days prior to the start date of the policy to review the terms and conditions.  We provide this time to ensure that you have read all of the terms of the policy and if at that time you disagree, you are able to receive a full refund of the policy.  Once the policy begins, CHW is under the assumption that you have read and understood the policy.Our policy does state as we mentioned in our prior response Section F. Limitations of Liability #9 that if parts are no longer available that we will provide you with the funds towards the part and labor. We do regret that you disagree with the terms of our policy; however CHW is abiding by the terms and conditions that we have available for anyone to view online at [redacted] We do regret any frustration that you have had with this claim, however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Dear [redacted],We regret to hear your frustration and dissatisfaction with CHW.  Please be advised that CHW’s policy is not “hidden” as it is available only at www.choicehomewarranty.com for public viewing.  Upon the purchase of your policy, you were given 30 days to review the policy, before your coverage became effective.  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: Choice Home Warrantys own customer service supervisor stated to me " We don't know anything about the technicians we send to your house" This told me that they could send any fool with a license to my house. Choice Home Warrantys claims rep then stated to me "You should have been outside with the tech...thats what I do." I told him I had a 2 year old in the house with me at the time and my only concern was to keep the child cool, I thought I could trust Choice Home Warranty to send me a respectable Technician not some lying thief who was only intrested in getting my $150.00 then moving on to the next victim of the heat wave that hit. His response was .....well thats not our problem. "       Choice Home Warranty still doesnt seem to understand that THEIR technician committed fraud, their tech said I didn't have any freon at all. While the guy I also had to pay stated I in fact had TOO MUCH freon.  Choice Home Warranty should repay my $150.00 that I paid to their conartist/fraud of a technician, My contract reads that I HAVE TO accept their Representitives/Techs so I had no way of knowing this guys reputation., so how can I be responsible for their Fraudulant rep?    Sincerely,[redacted]

The agreement, which is still being used to sell their product to the consumer, states that they will replace your appliance if they cannot fix it. I even went as far as calling their sales department and was told the same exact thing by their sales representative that my fridge would be replaced if they cannot fix it!! I not only do not agree with their $300 offer which doesn't even cover half of the cost of another fridge but is also deceiving and immoral to have the consumer believe that the appliance would be replaced and it's not ! I did ensuring they asked and they are not upholding their end. This is not acceptable and is terrible how they do their business. 
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

[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], and find that this resolution is satisfactory to me. Choice Warranty retention department has resolve all of my issues. Spoke to Patty in retention she was very nice and understanding. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
1. CHW's technician clearly told me at the first visit that he or another technician needed to come back to check a leak and the check took 24hrs. However, he or another tech never come back to check a leak.  Therefore, CHW must not assume that the problem resulted from a leak. In addition, their assumption was totally wrong, proving by my repair replacing only its mainboard and evaporator motor.  My refrigerator is currently working without any problem.  If CWH sent the tech or another tech to check a leak and confirmed that there was a leak, I would have not file the complaint.2. The CHW contract was made on Jan. 6, 2016 and activated from Feb.7, 2016, one month later after the actual purchase date. It is not right that CHW made a comment saying I filed a complaint right after I made a contract with them. 
Regards,
W[redacted]

[redacted]The technician advised CHW that the control board had failed and the sensors for the refrigerator, cabinet and the freezer section had failed the sensors were working properly.  We do see that he had ordered the parts even though he had stated that this was due to a power surge, CHW agreed to allow the parts to be ordered and repaired.The last notation that we received from you was on 3/29/16 stating that you had an appointment with the technician.  If the technician did any damage to your unit, CHW suggests that you contact him back to repair the issue.  Per our policy, Section F. #19 states that CHW is not responsible for the negligence of the technicians. We have placed a call to the technician as of 4/13/16 and will follow up with the repair of the unit.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 a[redacted]  Upon review of your claim we do see that you had accepted the offer of $400 towards the new unit.  Per our policy 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 applianceWe do understand that you would like the check to come sooner but CHW is a net 30 company and our system does not release funds for 30 business days.  We do apologize for any inconvenience that this has caused but we can assure you that the funds will be coming within that time frame.We also regret the frustration that you have had however CHW is in full compliance with our 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/user-agreement/. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that water softner was leaking at the service valve.  The leaking was caused by rust/corrosion and calcium build up. Per our policy, Section Letter F, Number 8, CHW is not liable for repair of conditions caused by “…chemical build up…rust or corrosion…”Please be advised that the 2015 claim that you mentioned failed from a lack of effective maintenance.  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  As a goodwill gesture, we offered you a onetime free service call fee that could be used on your next claim.  We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],The technician advised us that the unit was sized properly, we do understand your frustration however per our policy this would not be something that we would cover. If you have a second opinion, kindly have the technician contact our authorization department at ###-###-####, press option 5 then option 1. This will allow your technician to speak with our inside authorization team.Thank you,CHW

I am rejecting this response because:They are trying to BACK OUT on a contract and a GOOD WILL offer is $500????, MY price (Wholesale and lowest cost) at Graingers is $1362.00 for just a compressor and that does NOT include labor and Freon to install as JUST a repair. With installing and Freon it would be over $2000 to just repair it.  Their own company said that it NEEDS to be replaced and NOT repaired. PLEASE STAND UP TO WHAT YOU ARE SELLING AND BE ACCOUNTABLE Here is my complaint TRACY and where does it say I asked for a refund of my monies? It says (They want to give me back my monies I have paid them) not that I only want them to give me back my monies as you implied. SEE COMPLAINT BELOW Complaint DetailsMy A/C system compressor quit and has an internal short or burn out problem. The home warranty company is not wanting to replace this unit as they state it is not a covered item even though their warranty does cover compressor's via their own documents as an covered item. They want to give me back my monies I have paid them and then another time they said they would give me $500 towards the repairs. I have estimates from $3800 to $4500 to replace the unit as I was told that there was contamination when this happens and it needs to be replaced with age and all. I went with this company only after they courted me for two months or more as I have a friend with another company that he has used for years and said I should get a home warranty. I couldn't see any difference from the contracts but this company was $20 a month cheaper so I went with them and should of known there was a reason I guess.

Dear Mr. [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 in accordance with the policy.  This was a partially covered claim.  The diagnosis that we received states that the condenser fan motor, pressure switch and compressor failed.  The failure of the condenser fan motor and the pressure switch caused excessive pressure on the compressor, which caused the compressor to have an internal failure. This is what made the failure secondary.  While we did cover the condenser fan motor and the pressure switch, per our policy, Section Letter F, Number 19, we do not cover failures caused by “…secondary damages” This is the reason why the compressor portion of your claim was not covered.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 your claims has indicated that the claims have been processed in accordance with the policy outlined by CHW. The claim was picked up from a technician within 24 hours. It appears there were issues with the technician returning for the appointment and each time CHW was notified, the claim was reassigned in an effort to have the issue resolved. However, the first technician provided a diagnosis to you, per your complaint that there was a leak. CHW doesn’t pay for leak detection tests as indicated in the policy section Letter D, Number 4. As there was a leak the Freon continued to leak out. CHW did offer you the reimbursement option that would allow a customer to be reimbursed under the guidelines that are outlined that was explained to you but that was declined. When there was a final diagnosis made it was determined that there was a diagnosis made to make you aware of the leak and that the unit was running low on Freon in May. This was causing a restriction which had causes the coil to freeze up. This caused the blower motor to seize up which caused the board to burn up. This is all secondary damages that was caused by the initial Freon leak that wasn’t detected or repaired and is not covered in accordance with the policy section Letter F, Number 19 in which We are not liable for consequential, incidental, indirect, secondary, or punitive damages.   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. In review of your most recent claim, it shows that it was approved and that the technician fixed the unit.  If you are currently having issues with the unit, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or...

Saturday-Sunday 9am-5:30pm EST.  You can even place a claim online at www.choicehomewarranty.com – all you need to do is log on.  As a goodwill gesture, we will offer you a onetime free service call fee for your next claim.Please note that we have an automated system that dispatches the technicians, therefore, we cannot specifically request or decline any technicians.  If you are assigned a technician who you would rather not work with, you can give our call center a call and request your claim to be reassigned.  In review of your policy, we see that all of your claims have been approved, therefore, we regret to hear your wishes to cancel.  If you would like to move forward with cancelling your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Please see Section Letter L of Cancellations in regards to our refund policy: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 regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Mr. [redacted],We do regret your frustration and we do understand that you did pay out of pocket however our policy does state that CHW will not pay for claims without prior approval. We do see that this was advised to you on 5/23/17.  It states that it was understood by you that once you have the diagnosis to have the technician contact us to receive prior approval.  CHW is not an emergency service and we will if authorized provide at our rates.  This claim was provided the amount of $230.00 which CHW did wave the service call fee for you.We do regret that you are unhappy with the outcome however CHW is in full compliance.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, CHW did exactly what our policy states.  For your first claim we were not able to cover this due to the fact that your unit was rusted and corroded and per our policy we do not cover the actual tanks. Your second claim, CHW paid you $200 for the part that was not working per section F. Limitations of Liability 9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time.  For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.For your last claim, we did not advise you that you cannot use space heaters.  We advised you that you overloaded your lines and that caused the failures. Per section D. Coverage #7CHW does not cover Circuit Overloads.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.  .We urge all customers’ to review the policy within the 30 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 period. Best regards,CHW