Bass Services, Inc.

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Rust and corrosion is a failure however it is not something that we actually cover Any failures that are caused by rust, corrosion or a lack of proper routine maintenance are not covered under our policy. We do understand your frustration however CHW is in full compliance with our terms and conditions of our policy.Thank you,CHW

We will be happy to reissue you a check after business days or you can pay the fee of $to have the check cancelled We did our part and sent the check out, I have checked daily to see if a check has come back to us and it has not, therefore this check would be considered to be with the customer.Please advise if you would like to wait the days or pay the fee of $35.00Thank you,CHW

Dear *** ***We regret to hear your frustration and your wishes to cancel your policy Please see our policy 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 manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us All cancellation requests must be submitted in writing.To cancel your policy, please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM to process your request.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. In regards to your ice-maker, please understand that we cover the major mechanical components that allow your system to run The ice-maker is not a major mechanical component of your unit, therefore it is not part of our inclusions We regret to hear your wishes to cancel your policy Please understand that you are not entitled to a full per our policy Section Letter L of Cancellations: This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us All cancellation requests must be submitted in writing.If you wish to cancel your policy, please contact our Customer Solutions Department 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

*** ***,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 *** All of our information was sent to you upon your start date as wellYou did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your policy that began on 8/13/15, you placed a claim for your AC System on 8/24/ The technician came to your home to diagnose the issue, they stated that the issue was that the unit was pounds low on Freon and it was explained to us that this is typical for any unmaintained units Since the policy had started days prior, we advised you as per our policy Section ACoverage states that all units must come into the policy in proper working order and also we do not cover any units that lack proper maintenance as stated in Section F Limitations of Liability #12.We do apologize for any frustration but this claim is not covered per our policy.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 Regards,CHW

Per our policy, you are permitted a full refund of the policy within the first days PRIOR to the policy start date Your policy took effect days after the purchase, in this case providing you did not process any claims; you would be able to receive a full refund but because you did place a claim and CHW did use our resources to provide a technician to your home, you would be subject to the Cancellation fee associated with the policy Please see Section LCancellations.This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us All cancellation requests must be submitted in writing.I do see that after your claims were advised not covered, you disputed the charges on your credit card stating that we (CHW) did not have permission to charge your credit card when you did sign up with us This being said, we cancelled your policy as you disputed the charges and broke the contract agreement.You would have to speak with our Cancellations team to discuss if we are able to do anything for your policy since you did break the agreement We still might be able to provide you with a prorated refund of what you had paid determining that outcome of the chargeback.Thank you,CHW

CHW is attempting to work with you regarding the authorizationThe document would need to be notarizedBanking institutions provide free notary services. Regards, CHW

Dear *** *** We regret to hear your frustration. Please understand our policy where it states in Section Letter F, Number 19, that “We are not liable for the negligence or other conduct of the Service Provider.” This means that if a technician causes any damages or negligence, the technician is responsible, not Choice Home WarrantyPlease note, that all of our technicians are licensed and insured, therefore, if there were any damages caused by the technician you can contact them directly at ###-###-#### to resolve the matter. At this time, we are unable to assist on this claim as your policy has been cancelledRegards, CHW

Complaint: ***
I am rejecting this response because: the service technician stated to me that he only put one to one and a half lbs of freon in the unit The fact that he lied to the home warranty company in no way voids my warranty The blower motor replacement should be covered by the home warranty company and the service technician should be held accountable for his actions
Regards,
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Complaint: ***
I am rejecting this response because:I paid on time my monthly charge of $on June 1stwhen I cancelled due to poor service and no available technicians on several claims, it was understood that-since I paid for the entire month of June, I had until June 30th to file any claimYou can't accept my money for the month and not provide serviceIt cost me $to repair my air conditioner, in addition to having laid out the $Choice Home Warranty stills owes me reimbursement for a service call for my microwave, which I have been told was processed, but I never received it.either Choice Home Warranty needs to pay me for the air conditioner repair or Ineed to be refunded my June monthly payment
Regards,
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[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 me
Regards,
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Complaint: ***
I am rejecting this response because: The Contract that I have states: Both pool and built-in-spa equipment are covered if they utilize common equipment If they do not utilize common equipment, then only one of the other is covered unless an additional fee is paid Cover applies to above ground, accessible working components and parts of the heating, pumping and filtration system as follows: Heater - Pump - Motor- filter - Filter timer - Gaskets - Blower - Timer - Valves, limited to back flush actuator, check, and and way valves - Relays and switches.The motor in questions is above ground and is part of the operation of the operating pool system I am extremely, disappointed as I went in the contract in good faithAt years old I have NEVER had an issue with a business for a service I have contracted
Regards,
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I am very sorry for your frustration and I do see that this is the second claim that you have had with our company but our policy is very clear and although you may not have had any issues with the unit, you must have had to have it maintenanced as the manufacture states All units that are covered under our policy should be maintained by the manufactures specifications; if not then the unit will not be covered by our policy As you stated in your comments that the unit is rusted; the technician also advised that this was the reason of the failure Please read our policy as we do state that we will not cover a unit if the failure is due to rust, corrosion or a lack of proper maintenance I do apologize but you have chosen to cancel your policy, therefore not allowing me to assist you with this claim.Best regards,CHW

Dear *** *** ***We do regret your frustration and since your dryer claim is more than a month old, we would ask that you place a new claim in However, you will not have to pay the service call fee as we have added a free one to your policy for you in the amount of $45.00.Thank you,CHW

Dear *** * ***,We regret to hear your frustration. After re-reviewing this claim, we have determined that this is a covered claim We have contacted the technician and have authorized funds for the repair Once the technician receives the parts, you will be
contacted to schedule an appointment. If you have any further questions or concerns, feel to contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST. We value your business, therefore we have added a onetime free service call fee for your next claim.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 started on 3/30/we do see that you placed a claim days later for your Air Conditioning unit Choice Home Warranty dispatched a technician that provided a diagnosis to us, upon the diagnosis it was said " Tech found a few things fried in the unit He said he did state that this was likely from a surge but he said he cannot say for sure." The outcome of the claim was pre-existing due to the fact that this could not have happened within the days you have had your policy We do see that you had canceled your policy, unfortunately due to our terms in our policy by breaking the agreement with CHW you are charged a $cancellation fee. LCANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing. We are very happy that you were able to fix the unit easily for yourself and thank you for your feedback.Regards,CHW

Dear *** ***,We regret to hear your frustration. Please note that your policy has been cancelled as of 8/11/and your refund of $has been refunded to your credit card. Regards,CHW

Complaint: ***
I am rejecting this response because:The technician told me that chw never contacted him like customer service rep Luwan stated and also said that he told you no such thing that you are claiming to have happenedHe assured me that chw would cover the repair not to mention that this is the second company because the first company you recommended never respondedThis is unacceptable and chw just doesn't want to pay the claimYou knew that this had been an ongoing issue and instead of fixing it to began with you chose to put a bandage on it.
Regards,
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The policy is clear and outlined online and also sent to all customers to review prior to the effective dateThe policy indicates that rust and corrosion are not covered and as such, the claim is not coveredThe advertising and processing of claims is not fraudulent, the contact is detailed and provides all of the information needed Regards, CHW

Complaint: ***
I am rejecting this response because:This company is so obviously desperately trying to act like I did something incorrect. When I purchased my contract with Choice the air conditioner had been working since when I last used it - it did work. So I purchased the contract with the air conditioner working. When I had the contract for approximately months and know the weather was getting warmer I decided to turn the air conditioner (which had been working properly when last used) did not function properly. You are trying to mix words to make it look like I knew there was a problem with the air conditioner. If that was the case why would I wait months after having this contract to report it. The fact of the matter is that YOU JUST DO NOT WANT TO PAY THIS CLAIM and are looking for any EXCUSE or reason not to. Please stop trying to insult my intelligence. This company is a disgrace and of course you would like me to cancel my contract because they would take you off the hook. People pay to have this insurance but apparently you would like to only pay for small items. DISGRACEFUL.
Regards,
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