Bass Services, Inc.

I am rejecting this response because:INCORRECT.I stated that the units stopped working the day of the repair request.And how can you possibly determine when the unit failed?

Dear *** ***, We accept the diagnosis from the technicians that have been dispatched in an attempt to solve your problemThe technician has submitted this diagnosis which was used to help render the decision made regarding your claim. Regards,CHW

Complaint: ***
I am rejecting this response because, your company paid in claims and I had to purchase a refrigerator that was as well as to fix my air conditionYour company sent a technician out in January of 2016 how did tech not see my air condition unit had began to rustWhen I paid for technician to come out and diagnosis issue in August he stated if technician came out months prior he should have detected rust was forming on A/C unit. Yes I did cancel what good is having insurance that can't be used
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 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 *** A review of the claim shows that it was processed according to the policy. Based on the diagnosis that we received, we determined that to provide a long term solution to future potential issues with your washer unit, the best course of action was to provide you with funds towards a new unit. Per our policy, Section Letter F, Number states that “…We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost…”Our SrClaims Specialist advised you about the outcome of the claim and our policy and offered you $towards a new refrigerator. You accepted this funds as 11/10/2017; please allow days to process before the check is mailed out. Please note, that due to your dissatisfaction, we increased these funds from the original $that was offered. This claim has been considered settled.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 www.choicehomewarranty.com/useragreementUpon review of the claim, we do see that the original check that was sent to your home was cashed as our banking center shows that it was cleared. We are not able to resend a different check if that check has been cashedWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards,Choice Home Warranty 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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your heating claim, we do see that your policy began with us on 11/21/and you placed your claim on 12/2/15; stating that the unit last worked on 11/25/ The technician stated that the end switch on the inducer motor was open and it needed to be replaced It was explained to us that an inducer motor takes time to fail and that this failure could not have happened within the time frame of which you had your policy Since you stated that the unit stopped working only days after the policy began.Please refer to your policy and see section ACoverage #that states that all units must come into the policy in proper working order We urge all customers to take the day grace period to review their policy and contact us with any questions that they might have This grace period is also the time that you should have all the units checked in your home and ensure that they are in proper working order for the start date of the policy as stated in Section ACoverage #3.Best regards,CHW

At this point I just want to be done with Choice Home WarrantyI called and they tried to rectify the problem by stating they would issue me a check for the additional fee for the service repair, however now the repair company will not return my call so I can't make an appointment for the repair to
be completedplease close

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 06/16/15, your claim that was placed on 6/16/was a non-covered claim due to the fact that all units have to come into the policy in good working order CHW does not cover any known or unknown pre-existing conditions A compressor cannot go bad within a month of having a policy, this would be pre-existing to our policy Please see Section:ACOVERAGEAre in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We do apologize if you are upset or frustrated with this claim, CHW does follow everything within our policy and we urge our customers to read the policy Please understand that we are not calling you as you stated it a “liar”, we are stating that this cannot happen within the day that your policy started, CHW does not cover any known or unknown pre-existing conditions. I also see that on 6/17/15, you chose to cancel this policy and CHW did comply with your request We are not able to cover any part of a claim that is non-covered and has a cancelled policy, we do apologize.CHW is in full compliance with its terms & conditions Respectfully,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 tank ruptured and was leaking everywhere Per our policy, Section Letter D, Number 6, CHW does not cover the main, holding or storage tanks.Our SrClaims Specialist advised you about the outcome of the claim and our policy; due to your dissatisfaction, as a goodwill gesture we have applied a onetime free service call fee onto your policy This can 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 *** ***, 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 *** We apologize if you weren’t able to cancel your policy as requestedA member of our team will reach out to you to handle your request 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 records indicate we are working with you on a mutual agreement related to your claimWe have sent you an email and are awaiting your reply We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Hello, A review of your claim has been conductedThe Lift Station Pump is a non-covered appliance so there would be no coverage on the claimAs a courtesy the technician was providing the cause of the failure of the pump which was the foreign objectWe aren’t able to answer how although the tampons are flushable a failure was causedAs a courtesy and goodwill gesture, CHW still agrees to assist with the non-covered claim in the amount of $Please call our customer service team if you would like to have this sent to you at *** 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. Upon review, you purchased your policy with CHW on 2/15/and the policy went into effect on 3/15/ CHW provides our customers with days to review the terms and conditions of the policy and ensure that they fully understand Once the policy begins, it is understood that the customer has reviewed the policy in full.In reference to your policy, CHW has assisted you in $in covered claims You do pay CHW on a monthly basis of $which you can cancel at any time without any type of issues Due to the fact that you have not paid for the policy for a total of one year up front, CHW wouldn’t have any type of refund for you and again, you are able to cancel.If you wish to cancel, please contact our Customer Service Department at ###-###-#### and we will cancel the policy for youIf you wish to write a letter to cancel, please send it to *** *** *** *** *** *** *** Edison, NJ or lastly you can email us at [email protected] and kindly add your policy number which is ***We do regret your frustration however, CHW is in full compliance with the terms and conditions of the policy. Regards,Choice Home Warranty

Complaint: ***
I am rejecting this response because:a $goodwill gesture is unacceptable! I have a year contract on properties & you need to replace my ac unit!
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 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 *** A review of your claims has indicated that the claims have been processed in accordance with the policy outlined by CHWThe link to the policy is included aboveIt can also be found online under the user agreement section located at the bottom left of the pageA copy of the policy has also been mailed to you annually since the policy was purchasedThe policy outlines in details the levels of coverage in the policy and includes all exclusionsIf you would like to have a copy sent to you please feel free to contact 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

I am rejecting this response because: I have never had a problem with my unit, it has always turned on and air has always blew out the way it was supposed to. There was no maintance that needed to be done on my unit. I have faithfully paid my bill to this warranty company for the two years that I have had it. The first time your company is called, it was rejected by your vendor. What good is this warranty company if you are constantly receiving the money for a warranty, but when there is a problem, your company comes up with reasons why you will not fix the unit. Could it be cause the unit may cost some of my hard earned money that was was sent to you everyweek, and you wish to keep it instead. I have never heard of a warranty company that does not fix the problems but would like to keep their money. Granted, its an old unit and the rust is from rain, snow etc., and you hyave to know that it will get rusty from that but yet you insist that you will not do anything about this claim. I wasn't even referred to another company to help my situation nor did you offer any other alterntives but yet, you've received my money every month without fail. Is this how Choice Home Warranty operates? I looked on your reviews, after the fact that is, and every review I read stated the same exact thing, Choice Home Warranty never honors their claims. You may say, oh they are just disgruntled customers but can everybody be wrong? Your company is not actually working for the people that pay their bill.
Regards,
Sa'idah Sudan

Complaint: ***
I am rejecting this response because: I did not contact this company when I purchased the policyThey contacted me and I was told that they would replace any item that they could not fixI was not told that there would be excepions to that statenebtI was simply told that they would replace it
Regards,
*** ***

Dear *** ***We regret to hear your wishes to cancel your CHW policy In a recent review of your policy, our notes indicate that you did call to cancel your policy, however, when you were advised that based on our policy you were not entitled to a refund, you decided to keep your policy
open. Please refer to Section Letter L of Cancellations in regards to our refund policy: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.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 *** * ***, 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 *** A review of the claim shows the claim was processed in accordance to the policySection Letter F, Number of the policy states, “….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” As a result you were provided with the $In your complaint you referred to section Letter F, Number which 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”This is not the case if the parts are not available Receiving less than outstanding customer service is something that should never occur with any customer at any time and CHW apologizes for the treatment you received from the managerThe call will be reviewed and the manager will be dealt with accordingly. CHW values all customers and wouldn’t want to lose any customersIn the event you still would like to cancel your policy, please call ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy 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 ***, and find that this resolution is satisfactory to meHowever, if a leak is detected, will CHW authorize payment for the repair as stated in their letter? I have contacted my local AC repairman; *** *** * *** ***, SC who will respond later this week to check for leaksIf it's a pinpoint leak which isn't detected, will CHW still reimburse me? Also, if a leak is detected, & can be repaired, will CHW pay for that repairThese are issues that I don't believe were covered in CHW's response letter. CHW stated that their contractor added freon to my systemI contend that they did not, as it was immediately noted that the system was not cooling & again iced up after they leftI never observed a freon tank or cannister near my outside unit, & I watched almost all of the actions of CHW's contractors.I will have my contractor contact CHW prior to leaving my residence with his findings, however, it has been my experience that the wait period to speak to a CHW representative has been a minimum of mintes & I don't want to be charged for this time. Based on all the reviews I have read on the Revdex.com website, I would be greatly surprised if CHW honors it's committment, or find away around paying what's owed as many others have attested
Regards,
*** ***

*** *** ***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, you had chosen to cancel, please read section LCancellations that states that if the contract is broken, any funds that CHW had paid out per that contract term will be taken out of the refund that is provided to you You will also be responsible to pay an administrative fee of $50.00.You can only receive a full refund for your policy if you chose to cancel before the start date of the policy and if CHW has not paid out on your claims; which we have. CHW did provide you with the correct refund per the terms and conditions of the policy.We do understand your frustration; CHW is in full compliance with the terms and conditions of our policy.Respectfully,CHW