Bass Services, Inc.

I am rejecting this response because: I understood the tech has diagnosed "there was glue around the stem valve but it was burned off and that caused the unit to leak" when he visited my house However, how could CHW connect this diagnosis with "the installation or pre-repair issues"? It may be just resulting from the wear and tear due to the aging of the unit I need an evidence that can 100% prove the direct connection between the statement of "there was glue around the stem valve but it was burned off and that caused the unit to leak" with the "so called "pre-conditions" defined by 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 was processed in accordance with the home service agreement Section Letter D, Number CHW is not responsible for repairs for leaks 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: I've already paid for the repairs out of my own pocketAlthough CHW states that there has been $2,paid on claims for my policy, I'm unable to confirm this as my request for detailed documentation about CHW's costs paid on my policy was deniedJust as CHW requested documentation confirming that I had properly maintained my system, I've requesting the same type of documentationAs they wouldn't just "trust" that I was being accurate in my statements regarding maintaining my system why would they expect me to just "trust" that they are being accurate in their statements about the service costs paid on my policy
Regards,
*** ***

*** ***Per our conversation today 6/17/15, I had advised you that you are correct and this was a system error We will be refunding you the rest of the amount that is due to you The total should of been $and the balance that is left after we did refund $is $
We will place that refund on for you and you should see it within 5-business days onto your credit card.We appreciate you catching this error, I have advised our IT department and I do apologize if anyone at our office was rude or not caring at all We do not condone that type of behavior and it will be addressed.Regards,Tracy M***

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 there was an issue with a variable speed motor caused by a lack of proper routine maintenance Please note that the pictures received also confirm the lack of maintenance.Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you not satisfied.We strive to provide the best customer experience, therefore we offered you funds in the amount of $to assist you on the non-covered claim You declined this offer and requested to cancel. Per your request, we have cancelled your policy as of June 14, 2017.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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,

Dear *** ***,
We actually did not receive the request that you sent to us until after we authorized the claim for youHowever, since this has been longer than days, we are able to resend the check for you at no costPlease allow business days for receipt for the new check
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 *** We do see that you placed a claim for your dishwasher on 10/8/and CHW has attempted to contact technicians’ to assist with the diagnosis of the unit We also see that there is a technician that has been assigned to the claim BEECH ISLAND APPLIANCE SERVICE at no cost since you had paid already for the first technician.As we stated prior, you are welcome to use your own technician and follow our reimbursement option Please note that if any repairs are competed without authorization, you will not be reimbursed This is in Section CService Calls #3. We have added a second free service call under your policy for the inconvenience. Thank you,CHW

Dear *** ***,Per your request, your policy has been cancelled as of 10/10/17. This case has been settled.Regards,CHW

Dear *** ***We regret to hear your frustration Please understand that the failures of your unit also pre-dated the start of your policy coverage You purchased the Total Plan for a year on May 31, which became effective on June 30, as it states in our policy, Section Letter B of Coverage “Coverage starts days after acceptance of application…”You stated the last time your unit was working properly was July 17, Please note that your unit had 0% of Freon available This could not occur during the short lifespan of your policy Our policy states in Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions.The outcome of this claim stands as non-covered, however, as previously stated we have added a onetime free service call fee for your next claim Please note that we already offered you goodwill funds in the amount of $on July 19, 2017, in which we authorized to the technician for your repair Regards,CHW

Dear *** ***We regret to hear your frustration and dissatisfaction with Choice Home Warranty. Per your request, your policy has been cancelled as of August 9, 2017, and we are processing your full refund in the amount of $1,350.00.If you have any further questions or concerns, please
contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST. Regards,CHW

Complaint: ***
I am rejecting this response because: The Job Invoices for the past years in complete detail of the maintenance performed and each time the unit was in complete working orderThere are work notes made on each receipt such as, " Blew out drain line, flushed out drain line, cleaned coil pan, added pan tabs, tightened high voltage wires, checked all low voltage tooTook Amp draw on blower motor was in factory specsCleaned inside coil, washed outside unit until water ran nice and clearChecked Duel cap, it was good at this timeContactor was good at this timeCond fan motor is good at this timeCooling mode was at 18' degrees, SPD system is running fine" This invoice was dated 5/3/When Choice Home Warranty come out on 8/8/to fix the unit that was not cooling we were not given any paperwork at all nor on 9/22/when their repairman said the A/C compressor was shotNothing for us to sign or anything for our records, just write a check for the deductible, that's allI will gladly fax over all maintenance invoices to the Revdex.com if needed.
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 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 capacitor was burned and the coils were clogged up; this caused a lack of air flow In addition to that, the compressor has locked up and failed These failures occurred from a lack of proper routine maintenance Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...” Please note that as of 9/1/17, the technician advised us that he will contact you in regards to your capacitor; you may also reach out to the technician at ###-###-####. As a goodwill gesture, we have applied a onetime free service call fee onto your policy. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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
Although I am deeply disappointed with the company's service and overall customer care, I will accept their option/offer to refund our payment in the amount of $450.00. We also ask for the release agreement that states that we are agreeing to a full refund as a mutual agreement. It's unfortunate that they prefer to increase the turnover of customers OVER customer loyalty and retention. I appreciate the final efforts of the company to bring this to some sort of resolution.
Regards,
*** ***

CHW received a home inspection report, not a report to show proper routine maintenanceThe home inspection report that was sent in states that the Freon line is missing or has damaged insulationThere is also a lot of rust on the unit as indicated in the report dated 4/24/An invoice dated 3/15/doesn’t have a model number or the address to confirm the unit that was servicedThere are also no AMP drawings or pressure readingsAt this time the claim remains non-covered Regards, CHW

Dear *** ***, We regret to hear your frustrationAs a goodwill gestures, we did state that we would assist in covering the Freon for you system and authorize the technician to go back out to your home to recharge your systemHowever, on May 8, 2017, we received a chargeback from your bank and your request to cancel your policy. Unfortunately, we are unable to further assist as your policy has been cancelledPlease understand that funds cannot authorized on a cancelled policyYou are more than welcome to reach out to our technician directly at ###-###-####Regards, CHW

Dear *** ***, We do regret your frustration however, CHW does not cover failures that are still under the manufacture warranty as it states in our policy. If you would like to receive a refund of the paid amount that you paid for the policy, minus the amount that CHW paid, we are willing to provide you a refund of that amount rather than our terms of the policy, Section LCancellations due to the fact that this would be a more favorable reimbursementIf you would like to accept this offer, please contact us and we will send you the paperwork to sign for this good faith effortPlease contact ###-###-####Thank you, CHW

Complaint: ***
I am rejecting this response because:
My claim was rejected before there was I even stated that if there was a warranty on the unit Please listen to the recordings of my two phone calls to the CHW As I told them the technician stated that my unit was in proper working order It is not a unit but unit I have the paperwork to prove this CHW makes a habit of not paying for covered items such as Freon This is why I was asked by the office to call in advance to see if Freon was covered as they were known to not cover Freon The technician stated that my unit was in excellent operating condition and asked what time of year my unit was installed I told in the early part of the year He stated that the proper gauge for Freon is degrees and that this is why the Freon was probably low My statement to CHW was give me the two pounds of Freon as they stated I was approved for and I would be responsible and I stated my unit was under warranty if this is not the case The warranty part was all I heard after a disrespectful CHW supervisor The technician heard the entire call and agreed with me Where is it disclosed that my products can't be under manufacturing warranty in my contract? What about new homeowners? This is a farce! Question for CHW....was the dryer that was repaired under a manufacturer's warranty? Hmmmm Also when in sending a complaint to CHW did I get a phone call that same day about calling me to cancel my policy when I specifically told the same CHW supervisor that I would cancel my policy on my timing not hers Please listen to the recording I would like for my fees to be reversed to my account CHW has a B- Revdex.com rating and was under a court ordered probation period for a year, having just come out less than years Had I known this beforehand, I would have gone elsewhere This proves that they are indeed guilty of deceptive practices as this may be precedence for further investigation which I have all the time to inquire! REFUSED!!!!
Regards,
*** ***

We are very sorry that you feel this way and we do appreciate your feedback Per our policy, we do not cover any type of maintenance we did advise this to you We regret your frustration with this claim.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 *** Upon review of your policy, I do see that it was cancelled on 4/19/16, the next day after the purchase and CHW did provide you back with a full refund of the funds you had paid to us Please see below, this is the email that you did receive from CHW. We do apologize for any frustration that this has caused you. Regards,CHW_______________________POLICY ** ***Dear *** ***Please be advised that your Choice Home Warranty policy covering the property located at *** *** *** ***, Philadelphia has been cancelled in accordance with the User Agreement located a www.ChoiceHomeWarranty.comAn applicable credit of fees associated in Section XI of the User Agreement will be issued to you within 15-days.Keep in mind; when your Choice Home Warranty account is cancelled, you will be responsible for all repair costs that ariseTo reinstate your service, please contact our customer service department toll free at ***Thank you for allowing us to assist you.Sincerely,The CHW TeamChoice Home WarrantyToll Free: *** ***www.ChoiceHomeWarranty.com