Bass Services, Inc.

Dear Sir,Please refer to your policy Section FLimitations of Liability #that states " We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorWe are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governmentsIf 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 repairWe reserve the right to locate parts at any time. For the first days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral partsHowever, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like partsWe reserve the right to rebuild a part or component, or replace with a rebuilt part or component."CHW has offered you $in lieu of repair, we will be happy to increase the offer for you as we cannot locate the exact part that is needed If you can, you could use the funds to have the unit fixed but please note that the unit will not be covered after a repair since we have chosen to pay money towards a new unit We will be happy to increase your offer to $for you. Thank you ,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

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

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 the claim it appears that it was processed according to the policyThe diagnosis that was received was that there was a rusted and corroded leaking coilSection Letter F, Numbers and indicates that rust and corrosion aren’t covered under the policyThe Freon leaked onto the top of the furnace causing the control board to go badThe damage to the furnace is secondary damage and section Letter F, Number indicates that secondary damage is not coveredAdditionally, at this time, there is no way to provide any goodwill gestures to assist with the payments as the account is no longer active, per your request 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 http://www.choicehomewarranty.com/user_agreement.php Upon review of your claim, I do see that it was not covered due to the failures being rust and corrosion The technician stated that the heat exchanger cracked due to the rust Per our policy Section FLimitations of Liability #states that CHW does not cover failures due to rust or corrosion.I also see that we did offer to provide you with a full refund of this policy regardless that it has been past the days grace period We do not see that your policy is cancelled however the full refund was offered to you as a goodwill gesture and since you stated that you do not want the refund, we have removed the offer for you.We look forward to assisting you with claims that are covered in the future.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best 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 me
I spent the afternoon speaking with Steve at the corporate call center in Edison NJ of Friday, and he as gracious enough to extend the refund given all of the issues and missteps from the companyI appreciate their prompt response as well as their professionalismI look forward to receiving the refund and wish Steve and his staff all the best in future endeavorsThank you for your assistance and participation in this matter.
Regards,
*** ***

CHW is following the terms and conditions of the policy. If you feel as though this claim is not due to a lack of proper routine maintenance, you are more than welcome to have a second opinion come to your home and diagnose the unit and provide the technician our number to give us the diagnosis.We do not cover failures that are a result of a lack of proper routine maintenance and if you would also like to provide us with records showing as such, we would be happy to review. Our inside technicians spoke to the technician and it was determined that if you had preventive maintenance this would not have happened.Again, if you feel that you would like to have a second opinion come to your home and diagnose the unit, we would be happy to review the claim.Thank you,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

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 *** The claim has been reviewed and the diagnosis provided by the technician was that the compressor had shorted to the groundThis is caused from excess overheating of the compressor and occurs due to lack of proper routine maintenanceAs a result, per the policy section Letter F, Number this is not something that would be coveredAs explained during your call with CHW representatives, the overheating of a compressor is not wear and tearThe units are designed with safeguards that prevent failures such as these We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** *** ***We regret to hear your frustration Please note that this claim is still pending under review Once we receive an update, we will reach out to you. As a goodwill gesture, we have applied a onetime free service call fee onto you policy. Regards,CHW

Dear *** ***,CHW does regret your frustration however we are not responsible for the negligence of the technicians’ as it states in Section F#19.Upon review of your policy, you purchased the policy and the next day placed a claim for the AC system and you haven’t paid but one payment.CHW will be happy to reimburse you for the one payment that you have made and cancel the policy in the amount of $35.83Thank you,CHW

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,
*** ***

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

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 *** After careful review of your claim, we do see where the claim was assigned to the technician within the guidelines of the policy of hoursAs outlined, you were provided with the technician’s information which allows you to established a mutually agreed upon appointment timeSection Letter C, Number of the policy states the Service Call Fee is applicable to each call dispatched and scheduled 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:
The technician did not say rust caused the leak. Rust was present as part of wear and tear. You are claiming rust caused the leak which is NOT what the technician diagnosed as the problem. Please reach out to the technician for clarification.
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 most recent diagnosis that we received, it stated that there was a bad emitter which made the ice maker fail Due to the consistency of your refrigerator breakdown, we offered you funds in lieu of the repair, in the amount of $600Per our policy, Section Letter F, Number 16, “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, in which you were not satisfied with the amount We strive to provide the best customer experience, therefore as a goodwill gesture, CHW can offer to purchase a new refrigerator for you and have it delivered and installed at no additional cost We have submitted a proposal to our Purchasing Director, who will search for a replacement refrigerator Before ordering the refrigerator, we would email you the specifications and details and if you agree we will process the order Upgrades may be available for an additional charge. For more information, you speak with us directly at ###-###-####, Monday-Friday 8am-8pm EST and 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

[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 *** Please accept the apologies of CHW for any rude treatment you have receivedThat is not indicative of the level of customer service provided by CHWThere has been a request to cancel, however, it was delayed as there was a need to reach you to confirm the cancellation requestA request has been sent to reach out to you directly to resolve this issue and this shall be done today. 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 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

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,
*** ***