Bass Services, Inc.

Complaint: ***
I am rejecting this response because: The technician that worked on the AC unit told me that they had seen multiple instances of CHW coming up with reason not to replace AC units. I was told that the leak was not the cause of the compressor not working properly and that CHW should be held responsible for at least replacing the compressor. The technician, who worked for MrTech, said that they were having so many issues dealing with CHW and dealing with angry customers due to CHW's lack of willingness to fix AC unit issues for tenants that their company was going to stop doing business with CHW. As for the electrical issue, the box is the original, which is inside the house, under to roof as it was originally constructed. The only box outside of the house is the main power from the electric company. That was tested by the electric company and was fine. The breaker box, inside the house, is having the issue. Because the breaker box can be located from either inside the property, or through an outside doorway, it is absolutely internal to the house. This is yet just another excuse to not cover work that needs to be done. Not acceptable
Regards,
*** ***

Dear *** ***The outcome of this claim stands As we stated previously, you have accepted the goodwill funds in the amount of $75.00.Please see our policy Section Letter L of Cancellations in regards to our refund policy:LCANCELLATIONThis 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.If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM 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 *** Upon review of your claim, we do see that you have spoken with Russ one of our managers who did state that he was helping to resolve this issue with you.Please feel free to contact Russ at any time for any type of updates at ###-###-####.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** *** Please be advised that your check# *** in the amount of $was mailed out on 2/7/via ***. Please allow 7-business days for delivery.Regards,CHW

When Choice Home Warranty reaches out to people to purchase a policy one of the main reasons is because that customer went to our website and requested information CHW is one of very few companies that offer to the public our user agreement online for anyone to view The policy that you had with CHW was the same that can be found on the website as the sales representative explained to you on 2/4/when you purchased the policy Our records show that once you had purchased the policy, an email went to your email with a copy of the policy along with a hard copy mailed to your home Also, if you went to the website and placed your policy number into the account section with your email address, you could have viewed your policy as well CHW does state in our policy that we expect all units to be in proper working order the day that that unit comes into effect We also state that we do not cover any known or unknown pre-existing conditions This does not mean that we think you are lying, it means that if you did not know that this unit was going to fail and it did but it is only a few days after the policy started; CHW would not cover this unit because it was breaking down prior to the policy start dateThis is stated in 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.Again, when your policy began on 3/4/and you placed a claim for your unit on 4/10/15, a little over a month into the policy; CHW gave you a goodwill offer that you did accept This was a good faith offer that we gave to you because we were not able to completely cover the claim but we wanted to be able to assist you After your unit was fixed, you decided to cancel your policy with CHWYou stated in your response that you had a copy of your policy at that time, you were aware that cancelling the policy would be breaking the contract and we would therefore deduct the money that we paid out for your claim and also an administration fee of $50.I do apologize but since we did give you a very generous goodwill gesture of a compressor, we would not be able to break the contracts policy and give you a full refund as you have requested CHW did endure other costs for this claim that we did not charge you for that we had to provide to the service provider. CHW has gone above and beyond for you with this claim and we apologize that our good faith efforts were not satisfactory to you Unfortunately, there would be nothing more that we would be able to do for you at this time.Best 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 *** Your information has been shared with the Customer Relations Manager who has reached out to you via emailHopefully this can be resolved in a very timely mannerCustomer service is key for CHW and we look forward to assisting you with this claim 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 water heater we do see that the actual tank itself needed to be replacedPer our policy Section DCoverage # states that we don’t cover the actual tank, the tank has no mechanical function and is the holding vessel for the waterCHW repairs the heating element for the water heater to ensure that the unit does get hotIf the entire unit has to be replaced, this would not be covered per termsWe do regret your frustration with this claim; however we are in 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 assetWe 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 purchaseIt may also be found on our web site at ***
Upon review of your claim, we do see that it was not covered because the part was under manufactures warranty and that supersedes our policy
We did receive an email from you stating that you wished to cancel the policy and you expressed your feelings about this policyPer our policy, if you would like to cancel, you have to provide it in writing in which you did and therefore we did cancel it for you
CHW would not be able to provide you with any funds towards this claim since it was a covered claim under manufactures warranty
We do regret your frustration with this claim; however we are in 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 claim, we did speak with your technician as you had a second opinion come out to your home He stated to us that the unit was fixed and did it at no cost to you.Our policy does state that we do not cover units that fail due to a lack of proper routine maintenance We understand that you stated that the unit was properly maintained but the technician that came out to your home stated the condition of the unit and that it was in poor shapeHe stated fins were bent and the cap was bad The technician did replace the cap of the unit and CHW did pay for this part although this would be considered a non-covered claim.We urge all customers to read our policy and contact us with any questions.Respectfully,CHW

*** ***,We do regret that you misunderstood the offer that was provided to you CHW did not cover this claim and we did provide you with $as a settlement for the claim If we believed that a second opinion was needed, we would have sent someone to your home at no costHowever, CHW offered to provide you with half of the cost of the claim, in the amount of $which you did accept as the outcome. CHW cannot provide any further assistance at this time.Thank you,CHW

Complaint: ***
I am rejecting this response because: Services were not rendered and he claimed that the air conditioning unit stop working due to the coils being clogged by the installation in the attic. After getting a second opinion that was not true. Also, he gave me a quote over the phone of $380.00, but refuses to give me a receipt or invoice of his findings. So, am I suppose to keep trying to contact this contractor that CHW provided, I am sure the contractors are held by some type of binding agreement as well
Regards,
*** ***

Dear *** ***We regret to hear your frustration. Please refer to our policy, Section Letter C, Number 4, as it states “…You will pay a trade service call fee (“Service Fee”) per claim… including but not limited to those calls wherein coverage is included, excluded, or denied…”Due to your
dissatisfaction of your most recent claim, our Customer Solutions Department has authorized the funds you paid for your service call fee - $45.00; this was authorized on August 3, 2017.Please allow days for the processing time before the check is mailed out We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I am rejecting this response because: the inside attic coil is not part of the regular maintenance CHW is stating that because they do not want to pay for anything CHW is only interest in their bottom line

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 for your dishwasher, I do see that CHW had offered to purchase you a new unit rather than sending you out a check for $ I do see that you did call back and accept the check as well We do apologize if anyone in our company was rude to you in anyway CHW does NOT condone that type of behavior and they will be spoken to about this complaint CHW has offered to provide you with the funds in lieu of repair as stated in the policy in Section FLimitations of Liability We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.We do apologize that you are not happy with the amount that we have provide to you and if you would like for us to purchase a new unit for you, we would be happy to do so but we were advised by the technician that a repair would not be worth the money as the unit is not in good condition. We do regret your frustration with this claim however, CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: ***
I am rejecting this response because:As I mentioned in the beginning, I never recieved any call back from the service company choice provided meAlso my claim was denied! Due to lack of maintenceI have and had since a service contract on my unitin addition ! No ck was sent, cashed! And you ignored my request to refund my monies for this policyAnd cancelEffective immediatelyThis company has not served my needs at all ...Linda * ***
Regards,
Linda ***

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/useragreementA review of the claim shows that it was processed according to the policy. This was a partially covered claim. Based on the diagnosis that we received, it stated that the timer failed and the control panel was cracked. The control panel cracking is not caused by wear and tearPer our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear…” Choice Home Warranty is covering the timer, but unfortunately, that part is no long available. Our policy states in Section Letter F, Number that “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 repair.” Our SrClaims Specialist advised you about the outcome of the claim, and our policy. You were not satisfied with the amount of $115, our cost of the part and labor, therefore as a goodwill gesture, we increased your funds to $towards a new unit. You accepted this offer and we started the process in sending you the funds as of May 10, 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 *** A review of the claims shows that all of the claims that were submitted were handled in accordance to the policy termsThe policy link is included above and there was a copy sent via mail and email upon purchaseThe items are covered in accordance with the policySection Letter D, Number of the policy indicates that expansion tanks and the plumbing for the expansion tanks aren’t coveredFollowing up on the claim for the oven stove cooktop, CHW has authorized a payment in the amount of $towards the purchase of a new unitBased on the information submitted from the technician, the unit is not worth the repairSection Letter F, Numbers and indicates, “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 governments” and “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance” Please call the CHW customer service team if there are any questions at ###-###-#### 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 the liquid and suction caps were missing, there were shrubs in the unit, the breaker was off at the electric panel, and there was a wasp infestation. Please note that the blocked shrubs inside of the unit made the system not able to breathe properly All of the issues found were due a proper routine maintenance Per our policy, Section Letter F, Number 8, “…CHW is not responsible for repairs due to failure to clean or maintain as specified by the equipment manufacturer…” Also please note that our policy also does not cover “…pest damage…” per Section Letter F, Number 8.We regret to hear your wishes to cancel Please understand that based on our policy you are not entitled to a refund Please see Section Letter L of Cancellations where it states: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.If you would like to cancel your policy, please contact our Customer Solutions Department at ###-###-#### Monday-Friday 9am to 6pm 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 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 unit had multiple failures that were caused from a severe 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 were not satisfied We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $towards the repair You decline this offer. CHW will honor the goodwill funds that were offered to you, therefore, if you would like to accept these fund please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:pm EST. If you choose to continue to dispute this claim, you can submit your proper routine maintenance records to [email protected] for review If the records show that your unit has been maintained, we would adjust the outcome of the claim 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/useragreementA review of the claim shows that it was processed according to the policyThe diagnosis that was received stated that the internal windings in the compressor shorted to ground due to the compressor overheating and needed to be replaced. Please understand that this failure does not constitute wear and tear as the compressor has many safeguards which prevent overheating. The compressor does not overheat from intended usePer our policy, Section Letter A, Number 2, Choice Home Warranty only covers failures that “Become inoperative due to wear and tear;….”Our SrClaims Specialist advised you about the outcome of the claim as well as educated you on how the compressor shorting to ground does not constitute wear and tear. You understood and thanked him for the informationWe do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW