Bass Services, Inc.

If you have records showing routine maintenance as stated in Section F#of our policy, please send them to [email protected] and we will be happy to have our authorizations team review them for this claim. If the records show routine maintenance, we will be able to assist you on this claim.Thank you,CHW

Complaint: ***
I am rejecting this response because: this has absolutely nothing to do with the reason I am complainingI was LIED to about the parts and there wasn't even a leak nor was it low on freeon anywayI am not disputing the fact that we had a bad regulator and that the labor was not covered under the manufacturer's warrantyWe were lied to about the part being mailed, when it was never mailed at all and only when we called back days later were we told that the technician was given the approval to purchase the part on his ownWhen we called the technician back, he said he was told that the part was being mailed also and he was never contacted about purchasing the part on his ownWe were without AC for days and have a baby! I want a refund as this is the absolute worst customer service experience we've ever encountered
Regards,
*** ***

I am rejecting this response because the cleaning of the air conditioning when it was dirty was done at that timeIt was your repairman's negligence or to CHW's convenience NOT to note that he indeed cleaned itAs it is to note that it was to CHW's convenience that their policyholder paid the repairman to come out, state the unit was dirty and simply do nothing to repair the unit CHW asked for copies of invoices to my repairs with another company and is now documenting that my unit was out of maintenance with the very papers that was requested from me in order to repair the unit The repair requests CHW quotes that were made to my air conditioner were made to my air conditioner under another warranty company This company practices deceptive tactics CHW made no attempts to determine what was done to the air conditioning unit when it was found dirty CHW uses deceptive practices to deny what is promised to its policyholders
Regards,

Dear *** ***, We do regret you feel as though our company is not interested in helping with your claims, we do see that we have assisted you in over $worth of claims but unfortunately this claim was not covered due to the failure which was rust. If the unit was maintained properly, the failure of rust would not have happened. If you would like to provide a second opinion you are more than welcome to do so but if the failure is due to rust, that is exclusion to our policy and we will not be able to cover itPlease kindly see Section FLimitations of Liability #as well as FLimitations of Liability #both that will advise you that CHW does not cover failures due to rust Thank you, CHW

Complaint: ***
I am rejecting this response because:It is unreasonable and unthinkable for the company to expect a household of 5, with small children, to go without a key appliance in the home for nearly a month and a half after filing a claim to be fixed. Furthermore it is highly unprofessional and less than poor customer service to not ensure the paying customer is aware of the circumstance until after a Revdex.com complaint has been filed. The item should have been replaced long before allowing the service to lag this long. The response given by CHW is unsatisfactory
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 *** CHW regrets the loss of a valuable customerIt is never acceptable for CHW for a technician to do a less than outstanding jobThis has been noted in our records and the technician will be dealt with accordinglyHowever, records show that you did have a technician come to diagnose the problemThe technician advised that there was a leak in the tankSection letter D, number of the policy indicates that leaks are not coveredThe outcome was based on the diagnosis received by your technician We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Complaint: ***
I am rejecting this response because: You offer to charge me to cancel the policy that has done nothing but charge me additional money to be told me house cannot be fixed by your company. Now you want to withhold even more money for charges you incurred to tell me that you won't fix my problems. This is simply unacceptable and clearly not representative of what you advertise when you sell your product. Because you have continually refused to perform work on my home, I would like my money back, all of it. It is not fair to your customer to charge them for receiving nothing. You can hide behind all the fine print designed to embezzle from your customer you want, but at the end of the day, your company has provided me with nothing and wants me to pay you for that. I cannot accept that and will take nothing less than a full refund
Regards,
*** ***

I have not heard back from anyone on this. Just called Choice and they have no record of the resolution on this matter. Told me the warranty is about expired and after that they couldn't do anything. The person I spoke with said she would have to send it to the customer advocate but would not give me her name or allow me to speak with her.Your help would be greatly appreciated at this time.Thank you,*** ***

Obviously they did not provide peace of mind by providing a positive experience. As you can see, they only offered to send me an additional $92.48, which is still short $from what it cost to replace itAnd the replacement is not as good as I had, but all I could afford. I did not contact their Claims Department to accept the offer. I want the whole $and I won't take it any further. I do have plans to call a local TV station to air my grievance and, if need be, take it to small claims court. I don't want to do this and I don't think Choice would appreciate it if I did...especially airing my grievance to the entire Phoenix Valley area

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 bottom freezer door gasket was worn out and caused cold air not to freeze the unit Per our policy, Section Letter D, Number 3, CHW does not cover “…Door seals and gaskets…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel do your dissatisfaction Per your request, your policy has been cancelled as of June 5, Please note, that this claim does show that you were not charged a service call fee In addition, our policy states in Section C, Number 4, that “You will pay a $trade service call fee (“Service Fee”) per claim…” therefore the service call fee will not be refunded.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Please just issue me a full refund for the policyI tried working it out with you but everything takes such a long timeI know you stated you had your own personal issues but I have not heard anything from you or your servicing company.I called ACE and they responded to the house and fixed the unit the same day. As you already know I have filed a complaint with the Revdex.com prior to speaking with you.I would just like a refund and end our relationship

I have received the record that you submitted to us Attached is what you had sent into us, unfortunately and this is an invoice for a repair not a routine maintenance record that you would have; besides that fact there is not a technician telephone number and it does not have license of the certified technician that did the work Lastly, this does not state which unit was worked on (serial number, make or model.) I do apologize but our authorization manager has stated that this is not a valid maintenance record We would have to ask for records that show that you had the unit maintenanced, not serviced Also, it would have to show us what the technicians name is so we can contact them in regards to the unit.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. Upon review of your claim, we do see that you placed a claim and that we do not have a diagnosis from the technician that came out for the washer however we did receive a call from you stating that the tech stepped on the unit and now that unit will not workPer our policy, CHW is not responsible for the negligence of the technician however we can provide you with the phone number to contact them.In reference to the dryer claim, we do see that this is a covered claim and that the technician at that time was trying to reach out to you to set up a time to fix the unit This was on 2/9/however, on 2/17/17, we received a call from you stating that the technician did fix the dryer but did not fix the washer As a goodwill gesture CHW did request that the tech- Contractors Plus go back to your home at no cost to evaluate your concernsIf you would like to contact that technician please call ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** ***,
Unfortunately, the diagnosis was reported back to us differently and it was stated that this was a lack of proper routine maintenanceIt was documented from the technician that he “hooked up gauges and unit was empty, noticed compressor wire over discharge line, line was burnt.” If a system was recently checked, this would have been caught, the licensed qualified technician would have been able to see that a wire was lose or that it was damaged and fixed it prior to if falling and failing
We do not see that you had submitted any form of maintenance showing that you did have routine maintenance done to the systemWe see that you chose to cancel the policy rather than assist yourself in providing to us that statement that you “had routine maintenance done.” If you would have advised that, we would have stated for you to send in the records for us to review
We do regret your frustration however you did chose to cancel and we are unable to process a claim that is non-covered and cancelled
Respectfully,
CHW

Hello, We apologize about the experience that you had with CHWCHW used trained technician to perform repairs and make diagnosis when applicableA detailed review of your claim indicates that it was not covered due to a lack of routine maintenanceIt is expected that customers will have their units maintained in accordance with the manufacturer’s specifications indicated in the manualThe maintenance records should demonstrate this was doneYou are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement 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 *** Upon review of your claim it appears that your claim as handled in accordance to the policySection D, Letter indicates that leak detection tests are not covered under the terms of the policyIn order to determine issues with the units, there are time leak detection tests are neededThere was a leak at the service line portBased on the diagnosis and the photos received, the unit displayed rust and corrosion which was a result of lack of maintenanceSection Letter F, Number states “We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement”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/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 carpet was wet in the close next to the main bathroom and access is needed to determine where the leak is located. Per our policy, Section Letter F, Number 2, CHW is “…not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessible.”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied and requested a refund of your service call fee Please understand our policy where it states in Section Letter C, Number 4, “You will pay a trade service call fee (“Service Fee”) per claim or the actual cost, whichever is less…The Service Fee is for each visit…”We strive to provide the best customer experience, therefore, we will offer you a one-time free service call fee for your next claim To accept this offer, please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm 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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy that began on 8/10/15, we see that you placed a claim for your AC unit on 9/1/ This was less than a month into your policy and the service provider stated that the compressor had locked up He did state however that you could place a hard-start kit onto the unit and that might help the unit to work againCHW was not able to provide coverage for this unit because per our policy, all units must come into the contract in proper working orderIf you would like to have that technician come back to your home, you would have to contact him and it would not be paid for by CHW. Please see Section Acoverage #Are 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 see that on 10/20/you chose to cancel your policy with us and you are receiving a pro-rated refund as per Section LCancellations.We regret your frustration and do urge all customers to read the policy and contact us with any questions.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 ***. Upon review of your claim, we do see that CHW did dispatch a technician to come to your home and they did need to come back to adjust a part however the time that they had available you informed us that you could not make due to a funeral Understandably CHW then reassigned the claim to a different vendor This vendor, (FIXX MY APPLIANCE INC) soonest available time is on Monday which we do see you were not happy with however the other vendor, the first one no longer has that time available since you had declined it.If you chose to use your own technician, you can contact us for a reimbursement form and make sure to follow the instructions on the form because any work completed without authorization will not be reimbursed. We do hope that you are able to keep the appointment that is currently scheduled and as stated if not, please contact us for the reimbursement form.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 *** It appears that your account with CHW has been canceled per your requestI apologize if you were threatened by any employees of CHWOur goal is to continue to provide outstanding service to our customers at all timesIt is never acceptable for a customer to be threatenedA review of your claims that have been submitted doesn’t indicate that there were any fraudulent claims made We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW