Bass Services, Inc.

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

Complaint: ***
I am rejecting this response because:
No one asked me if we had the unit checked each year. We do and my husband changes the filter every months.
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 *** 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

Often times as a courtesy to the customers if there is minimal Freon needed, CHW will cover the FreonSection Letter D, Number indicates that leak detection tests are not coveredSection Letter F, number states that rust and corrosion are not covered and section Letter F, Number states that secondary damages are not coveredFreon is not covered, however, as it was minimal amount of Freon it was covered as a goodwill gesture in the previous claimThis claim was processed correctly Regards, CHW

Dear *** ***,We regret to hear your frustration and dissatisfaction with CHW. Please refer to our policy, Section Letter F, Number 19, as it states that CHW is “…not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s
performance…”The technician who previously worked on your ceiling fan is from The Maintenance Team Heating & Cooling; you may contact them at ###-###-#### in regards to their unsatisfactory work. Please be advised that your new ceiling fan claim has been assigned to a technician at $service call fee.*** *** *** ###-###-####Friday September 29th, 201711:AM - 03:PM CDT(12:PM - 04:PM EDT)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

[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,
*** ***

Dear *** ***We regret to hear your frustration. Please understand that the technician did advise our authorization’s team that corrosion was the cause of failure, in addition to that, the pictures were reviewed and confirmed. At this time, no further action can be taken as this policy has been cancelled. Your check in the amount of $has been mailed to you. 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 claim, I do see that on 6/16/we advised you that this claim was not a covered claim, we advised you that "ANY ISSUE WITH THE TUB DRAIN MECHANISMS ARE NOT COVERED" At that point, you had requested to cancel you CHW policy and did so You also stated on 6/16/that you had another technician complete the job that we sent the tech out to diagnoses Before any work is completed, it must be approved by CHW and this claim was not In addition to this claim not being covered, we did advise you that we are not responsible for the technicians work or lack there of Please see Section FLimitations of Liability #19You 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. We do apologize that this has happened to you and urge you to speak with the technician for reimbursement of the cost that you had to payBeing that you have cancelled your policy with CHW, we are unable to assist with anything further in this matter.Regards,CHW

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

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 to the policy section Letter F, Number it 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 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 partsYou were offered $for repairs which based on the terms of the policy is an accurate amountThis amount has been mailed and the claim was processed 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. We strive to provide the best customer experience, therefore we have resubmitted your claim to be reviewed again Once your claim has been re-reviewed, we will reach out to you with the updated information 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 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 *** ***,We do not have any claims for the ceiling fan as you have stated, we do have a claim that you placed for electrical and we show that CHW paid the technician for this claimIf you had a claim for the ceiling fan, that would be a different claim than the electrical claim.Please send us the invoice from your technician showing that you had paid them for the electrical and we can see what exactly was completed Once we are able to see what your technician had done verses ours we can come to a solution.Please send this information to [email protected] you,CHW

Dear *** ***We regret your frustration, however, please understand that the door switch is not covered and the funds offered to you were only as a kind gesture; not to overturn the outcome of the claim. In regards to your refund, you were only entitled to a pro-rated refund, as per our policy states in Section Letter L of Cancellations:This 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.At this time, we are unable to further assist as your policy has been cancelled.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

Dear *** ***We do understand your frustration however CHW is abiding by our terms and conditions of our policy Please review Section LCancellations If you have any questions or concerns, please feel free to contact our Cancellation Department at ###-###-####.Thank you,Choice Home Warranty

*** ***,Our Customer Advocate will be reaching out to you to try and assist to a mutual resolution. Thank you,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:
You continue to miss the point hereYour claim of lack of maintenance is bogusThe tech you sent there along with others ousode of our dispute, combined with common sense and knowledge of copper lines on my party, disputes the fact that a leak in a copper cool is caused by lack of maintenanceThe tech YOU sent out found it laughable that you were Denying based on "lack of maintenance" I continue to maintain that this is a loop hole that you use to cheat your customersOf course I cancelled my account!! I wasn't about to let you take anymore of my money after I discovered how you do businessI don't expect you to honor your contract, all the reviews I have seen on line along with my experience with you shows me that you are dishonestLesson learned on my part and I will be sure to add to the list of bad reviews I found on you onlineMy mistake for not digging deeper on you before signing upI can only hope that no one else gets ripped off the way I did
Regards,
*** ***