Bass Services, Inc.

*** ***,Thank you for your feedback, we continually evaluate our contractors’ performance, responsiveness and we will look into this matter We do not have any proof that the technician did the tampering with the wires also, per our policy Section FLimitations of Liability #states that CHW is not responsible for the technicians negligence Please see below:You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damagesYou expressly waive the right to all such damagesYour sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less. 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 Per our conversation, I did advise you that the claim that was placed on 04/08/was a non-covered claim due to the fact that your policy had started not but a month prior on 3/12/ Your unit did not come into the policy in proper working order Per our policy Section ACoverage #3 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.Also, on 04/16/I personally offered you a full refund of your policy seeing as you were very upset and that you disagreed with the outcome of the claim, therefore disagreeing with our policy You declined my offer and advised me that you "wanted something more"On 4/20/15, I offered you the amount that CHW would pay for the part that needed to be repaired in the amount of $and you advised that me again that you would "get back to me" I explained that per our policy, we do have the right to offer cash in lieu of repair and that this was a goodwill gesture.I have not heard from you in regards to the offers that were made to you You stated in your complaint that "CHW refused to offer you a refund of your monies", I am offering it to you again Please advise us of what you would like to do with this claim.Thank you,Tracy

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 engine partially seized due to excessive corrosion Per our policy, Section Letter F., Number 8, CHW is not liable for repair of conditions caused by “…rust or corrosion…”Please be advised that you were offered the difference of the amount you paid for the service contract and our service call fee in the amount of $ Please allow days to process before the refund is mailed out.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 our web site at *** Upon review of your claim for your AC, we do see that you placed one claim for it before the policy began. We did dispatch a technician to your home on 5/10/and per the diagnosis he stated that the compressor wire over the discharge line was brunt and punctured the line causing the Freon to leakIt was stated that if your unit had proper routine maintenance by a licensed professional, this failure would not have happened. Per our policy, Section FLimitations of Liability #states that all units must be properly maintained by the manufactures specificationsWe do see that you chose to cancel your policy with CHW. We do regret that we are not able to provide coverage for a claim that is non-covered and for policy that has been cancelledWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, CHW

I bought a home owner insuranceI have supplied receipts of my maintenance and picturesThe way the clause read it doesn't matter what is wrong they are not going to pay for itor if part one is broken and they have called for upgrades they want pay for it even if it doesn't match and it want make your appliance workThey have take over $for my warranty for homes and have not fixed either AC unitI have given them everything they want but every time they keep coming up with something newMy unit has stopped working because its old and just burned outNOT from over heating, not maintaining just old and burned outWhen I tried to cancel my contract it says there is a $feeThey told me its a $fee per houseWe cant come to any agreementThey told me they would pay for the compressor at $but I would have to have pay for the installment, labor and refrigerant that cost over $700! Why would I do that! I might as well pay for it all my selfEvery time I email something to them they say it takes 24hrs for them to reply and send you an email that they received your informationThey send absolutely nothingEveryone is a supervisor so they want allow you to talk to upper management. Refund full amount paid for Warranty for both homes, oer $without any fees being taken outI have been without AC in over degree humid weather at both homes with each senior citizen parent being over suffering as well as putting stress on the other units that are not cooling the home

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/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 the blower motor was dirty and not well maintained. This is what caused the unit to fail. 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 were not satisfied. As a goodwill gesture, we offered you $towards the repair. You declined this offer. If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review. If the records show that the unit was effectively and routinely maintained, we would adjust the outcome accordingly. 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 sump pumps have failed and need to be replaced Please understand that sump pumps that are not permanently installed, requires the purchase of our option Sump Pump Coverage Our policy states in Section Letter D, Number that we cover “…Permanently installed interior sump pump…”If you would like to purchase this optional coverage for future claims, or 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

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 system was 2lbs low on Freon Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak test.You authorized the technician to complete the leak test, that later confirmed rust and corrosion contributed to the evaporator leaking Freon.Per our policy, Section Letter F, Number CHW does cover “malfunction or improper operation due to rust or corrosion of all systems and appliances”We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***,We understand your frustration however CHW is not holding your money as we stated You placed a chargeback therefore your banking center has the funds Please contact the bank in which you used to sign up with us, who you placed the chargeback and you will be able to receive the funds back through them.Thank you,CHW

Complaint: *** I am rejecting this response because: Members of the CHW sales team are deliberately deceptive in selling home warranties, by advertising them as "cancellable at any time." After receiving payment, CHW promises to mail a copy of the contractCHW did not send me a copy of the contract until (at least) days after receiving my payment, and the terms of their cancellation policy stipulate that buyers have days to cancel, unless both parties mutually agree to cancelHad a copy of the contract been available to me PRIOR to purchase, I would not have made the purchase, because I could have seen that the sales representative was deceptiveInstead, I relied on the honesty and integrity of the sales team, assuming that their promises would match the contract, and I now know that this was a mistakeAlthough a copy of the contract was available online, I did not access it because I trusted the sales team, who explained the coverage terms and also told me that I could not make a claim for days anywayThis was deliberate advertising, and stipulating in section L of the contract that "mutual agreement" must occur for a cancellation after days is legally questionable (particularly when the customer's personal copy of the policy is not mailed promptly)Not only is "mutual agreement" vague to the point of useless, it directly contradicts the plain English verbal contract initiated by the sales representativeAlthough I am not a lawyer, I know that interpretation of an ambiguous contract typically favors the party who did not write itI did not write this contractWhen I requested the conditions under which the company would agree with me to cancel my service, the cancellation team member could not or would not answerThis is fraud, plain and simple, and I would like my policy cancelledI have already spoken with members of the cancellation team, who place the responsibility for agree/disagree decisions on a computer whose parameters are unknownIf they do not understand the terms of section L of their own contract, how should the consumer? Regards, Megan ***

[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 ***I assume only time will tell if they will stop contacting me about their unwanted servicesI will conditionally accept their response for now, but will file a new complaint if I receive renewed contact from this businessAdditionally, the business did not state whether they had located the individual or individuals (specifically, "Supervisor Andrew") who provided the poor customer service in the first place when I called to request that they remove me from their databaseWill I ever receive an update about that?
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Choice Home Warranty has simply stated in their response what I was already told over the phone. They have not attempted to appease me or see to it that I am a satisfied customer.
Regards,
*** ***

Dear *** ***As previously stated, the maintenance records were not valid, as there was no technician information from the technician who performed the maintenance, there was no model or serial numbers for the units, there were no amp readings or pressures noted on any of the systems worked on Unfortunately, the outcome remains uncovered CHW is more than willing to assist you by offering $towards this non-covered claim. To accept this offer please contact us directly at ###-###-####; Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.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 our web site at ***Upon review of your claim we do see that the technician had found no mechanical failures with your unit This means that the unit may be making noise but nothing has failed on it therefore there is nothing for CHW to fix.The Water heater has no failure or leaks at this timeWater heater had heat trap nipples installed and one vibrates when water is turned on at half bath faucetThis would not be a covered item and the technician did give you an estimate to replace if you wanted for $The nipple are not leaking or failingWater flow causes vibrationYou also had faucet in hall bath leaking at tubThe technician gave you an estimate of $to rebuild since this would not be covered under CHW’s policy.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Dear Mr***,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, we do see that the technician stated that the unit had a failed blower motor and this was due to dirt build up on the unit We do see that CHW offered you a goodwill gesture that you did accept for this claim in the amount of $to assist you.Our policy states in Section F#that all units must be maintenance per the manufactures specifications If you have any of the maintenance records that should be done for any air conditioning system, please provide them to us and we will be happy to review It is stated that all units should be checked at least yearly and have a licensed technician complete a ACCA certified maintenance report on the unit yearly for your records and repairs.Please send your records to [email protected] and we will be happy to review.If you would like to cancel your policy, we will be able to provide you with a refund per the terms of the policy in Section LCancellations.We do regret any frustration with this claim and do apologize if anyone in our office was rude to you in any way CHW does not condone that behavior and this will be addressed. Thank you,CHW

Complaint: ***
I am rejecting this response because: I CALLED ORIGINALLY BECAUSE THERE WAS NO HOT WATERI NEVER TOLD ANYONE SOMETHING WAS LEAKING THE SOURCE OF THE NON WORKING HEATER CAN NOT BE PROPERLY DETERMINED BECAUSE THE INCOMPETENT CONTRACTOR "*** *** " THAT YOU SENT HERE TOOK APART MY HOT WATER TANK, DAMAGED IT WHEN HE WAS TRYING TO FIGURE OUT THE PROBLEM, THEN LEFT AND NEVER CAME BACK BOTTOM LINE IS I HAD NO HOT WATER AND YOUR TECHNICIAN MADE EVERYTHING WORSE AND I HAD NO HOT WATER AND A TANK THAT COULD NOT BE REPAIRED SO I HAD TO PURCHASE ANOTHER TANK AND HAVE IT INSTALLED MYSELF. I AM REJECTING THIS RESPONSE BECAUSE THERE WAS NOT A LEAK IN THE TANK...NO ONE EVER SAID THERE WAS I LISTENED TO THE TECHNICIAN I HIRED TALK WITH CHOICE WARRANTY HE SAID THE THREADS WERE CRACKED WHERE THE PREVIOUS TECHNICIAN TOOK PIECES OFF OF THE TANK HE COULD NOT REPAIR THE CRACKED THREADS AND THAT THERE WERE PARTS MISSING/REMOVED FROM THE PREVIOUS TECHNICIAN THAT CHOICE HOME WARRANTY SENT TO MY HOME BASICALLY THEY CAME HERE, TOOK APART AND FURTHER DAMAGED MY TANK AND RENDERED IT NON-REPAIRABLEIT HAD TO BE REPLACED I HAD NO WATER FOR FOUR DAYS YOU FINALLY DISPATCHED ANOTHER TECHNICIAN ONE WEEK AFTER I MADE THE ORIGINAL CALL THAT YOUR GUY LEFT IN THE MIDDLE OF A JOB THIS IS HORRIBLE CUSTOMER SERVICE PERHAPS IF YOU WOULD HAVE SENT ANOTHER PERSON RIGHT AWAY THIS COULD HAVE TURNED OUT BETTER FOR EVERYONE I WANT TO REIMBURSED FOR THE HOT WATER TANK I PURCHASED
Regards,
*** ***

Dear *** ***We do regret your frustration with this claim however CHW is standing by our policy, the records that were sent in do not show any type of AMP drawings or pressure readings which are used for each maintenance that is completed. The records showed to be insufficient and although this claim is not covered, we would like to provide you with a goodwill gesture of $to assist with the repair of the unit. If you would like to accept our offer, kindly contact us at ###-###-#### and we will provide the paperwork for you. We do hope that the next claim that you place with us is more favorable. Please note that you are able to review the policy online at *** as it is there for anyone to read.Thank you,C

[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

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 it was handled properlyBased on the diagnosis that was received from the technician, it was determined that the claim wasn’t coveredThe diagnosis indicated that the spark module, ignitors and clickers aren’t working and had a lot of grease buildupSection Letter F, Numbers and indicates that misuse and abuse and lack of proper routine maintenance aren’t covered in the policyPlease call the customer service team at CHW directly if you have any questions at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Thank you for working with CHWIt appears that your issue has been resolved to your satisfactionPlease feel free to call the customer service team at ###-###-#### if you have any questions Regards, CHW