Bass Services, Inc.

*** ***,CHW was only provided with one diagnosis and this diagnosis does not allow the claim to be covered If you have had a second opinion, you are more than welcome to provide it to us however, your policy is past due and we will not be able to provide any type of claim information with a policy that is past due Your second opinion should go to *** Your payment should be submitted over the phone.Thank you,CHW

I am rejecting this response because:I took this warranty because of their advertisement on their websiteNever pay anything for the breakdownsBut they are paying only one sixth of what it costsAs per the CHW , I took the 1st offers because they are reasonable offers to fix my Dish Washer and Microwave OvenI bought both Dish Washer and Microwave Oven and installed myself with the help of YoutubeI cannot install the AC unit on my own The price they are offering is very unreasonable for this repairI would rather ask the Warranty company to fix the issue instead of giving the money to meI attached the Home Warranty with their advertisement showing the customer need not pay anything for the repairsI am also attaching the Service technician estimate for the replacementThank you
Regards,
Krishna Athota

,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 We have reviewed your claim and do see that this was not a covered claim due to the fact that we do not cover sprinkler systems The technician diagnosed the unit and stated that this was for a sprinkler system, no water was pumping down and the pump was about ft into the ground.Your policy doesn’t cover sprinkler systems and when you requested to have the well pump removed; CHW did comply with your request to take that coverage off. We also see that you had chosen to cancel the policy with us CHW complied with your entire request pertaining to the claim that was not covered Since your policy has been cancelled there would be nothing further that we can do for you at this time.It is the customer’s responsibility to read the policy, it is provided to you days before coverage begins We make if very accessible for anyone to view the coverage and the customers can go to the customer portal to view their own policy.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

Dear ** *** *** We do regret your frustration, however, based on the diagnosis your technician submitted to us, it stated that the evaporator coil was leaking and the pictures he submitted confirmed the corrosion and rust buildupAs per our policy, we do not cover failures caused by rust and/or corrosion. At this time, the outcome of the claim standsYou were not satisfied with the outcome of the second diagnosis, so you requested to cancel your policyPer your request, Choice Home Warranty has cancelled your policy, as of May 4, We wish the best in your endeavorsRegards, 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 CHW did reimburse you at our ratesPer our policy, if you use the reimbursement option, CHW would speak with the technician and receive the diagnosis Once they receive the diagnosis we advise the technician of the pricing that we have and we will reimburse our customer at our rates The amount that we would have paid would have been for parts $215, labor $97.50, =$minus the service call fee of $would be a reimbursement for the one claim at $which CHW did send to you.The other claim in which you used your own technician that was placed first, CHW did provide you with the reimbursement at our rates: $62.97, $and $minus the service call fee would be a balance of $in which CHW did reimburse you with.Our reimbursement pricing was explained to you on 8/10/when you requested to use your own technicianThis is also stated in Section FLimitations of Liability #“…We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts.”We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear *** M Pirzada,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 was in poor condition as all of the burners, switches, and the ignition kit needed to be replaced Due to the poor condition of the cooktop, CHW offered funds in lieu of the repair.Per 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, our policy, and offered you the cost of the repair in the amount of $ You declined this offer.We strive to provide the best customer experience, therefore as a goodwill gesture, we will increase the funds to $towards a new unit. To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or 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

Dear *** ***,CHW has reviewed the call and it was not called in for a faucet issue The issue that it was called in for was a leak under the sink Once the technician went to the home, he found the first issue was the kitchen faucet was broken and needed to be replaced The second issue was the half bath room needed an angel stop and supply CHW did assist with the angle stop and supply line however the faucets are not a covered item in our policy This is stated in Section DCoverage #8. As a goodwill gesture, we will place a onetime free service call fee onto your policy however we will not be able to provide you with a check since we did have to pay the technician to go to the home and fix the angle stop and supply.Thank you,CHW

Dear Mr& Mrs***,In reference to your claims:1) Roof leak We were not able to reach the technician and we did ask if you wanted to have your own come to provide us with a diagnosis and you declined We have added a onetime free service call fee to your policy for you to be able to place a claim again for the roof and have a diagnosis sent to us.2) Refrigerator CHW was provided with a full diagnosis that stated that there was a mechanical failure and that the unit was leaking Freon If you do not feel that this is accurate, you are welcome to provide us with a diagnosisOnce we receive your diagnosis, we can review the claim again We do not have any reason to believe that the technician didn’t inspect or provide us with the correct diagnosis. 3) HVAC system- This claim was not covered per the policy, it is not wear and tear for a system to have a compressor short out Yes, we do expect all our customers’ to have their systems checked and maintenance on a routine basis Please see the policy Section FLimitations of Liability #12.You can view the policy online at www.choicehomewarranty.com/useragreement or you can see it in the customer account center.Again, we do see that one of the Managers’ is assisting you with this claim and he is trying to find a compressor however if you do not want his assistance, we willing to offer you a refund of the paid policy for the past year which would come to a total of $ If you would like to accept this offer rather than have our assistance with the claim, please contact us at ###-###-#### We will provide you with a release agreement to sign and once it is received back, we will place a credit back onto the credit card that you use to pay the policy.We look forward to hearing from you.Thank you,CHW

Complaint: ***
I am rejecting this response because: the merchant's response was not seeking a response
I called them several times and they refused to refund my money.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I have never received a refund of $as the response from Choice Warranty statesAre they in the process of sending it?
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 assetWe are committed to providing a positive customer experience and we take all feedback very
seriouslyChoice 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 the Air conditioning system was stated to be in poor condition, there was rust and corrosion, the filter was partially clogged and the compressor failedA compressor will fail if a unit is not maintained properly and having a clog in the filter will restrict air flowPer our policy, Section FLimitations of Liability #states that we do not cover failures that are cause by a lack of proper routine maintenance
What our sales and advertising states is correct, we do not care the age of the unit, we do not provide a home inspectionPer our policy, you are provided days prior to the start date to make sure that all the systems in your home are in proper working orderYou are also responsible to ensure that all the units in your home are properly maintained by the manufactures specificationsThis unit was not properly maintained, if it was and had preventive maintenance the unit would not be in such poor condition
We do see that our customer service department had offered you a full refund for your policy as a good will gesture however you chose to cancel the policy without the full refund
If you would like the full refund, we would be happy to provide you with the amount that you paid of $
We 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 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 will provide you with a full agreement of the policy in questionPlease contact our customer service department directly at ***They will provide you with a required release agreement that will allow us to provide you with a refund of policy *** We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Please read our policy Section 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.You chose to cancel the policy therefore you agreed to the terms set forth above CHW did offer to pay half of the repair due to the fact that our policy stated that the unit was damaged and the part that we are able to cover was the main reason for the failure We are not responsible for any issues that happen after the original malfunction happens.We do apologize that you are upset with this policy and that you are upset with our cancellation process Unfortunately, we are unable to refund you any amount more than we have and we cannot change our policy We do thank you for your feedback and again, we do apologize but there is nothing more that we are able to do for you at this time being that your policy has been properly cancelled.Respectfully,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 policy, we see that you had a claim for the heating system and on 7/18/15; there was a claim for your Air Conditioning system that was not covered In order for us to move forward with the claim, we do need to see proof that the unit was fixed properly The papers that you had sent to us were receipts and nothing showing a serial number for the unit that was fixed If you can show that the AC system was fixed properly by a licensed technician, we will be able to move forward with the claim, if not then this claim would not be covered per the policy section ACoverage that states that all units must be in proper working order on the start date of the policy Being that this policy began on 7/3/you placed the claim on 7/18/15; this unit could not have come into the policy in proper working order. We do regret the frustration that you have experienced with this claim however we do look forward to assisting you with future claims.Sincerely,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 *** It appears that you have reached a mutual agreement with CHW in which an agreement has been emailed to youCHW is awaiting the return of the signed document at this timeIf you have any questions, please call the CHW customer service team directly 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 that unit failed due to a bad wash pump and there was rust and corrosion found. 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 we re-reviewed this claim and found that rust and corrosion did not contribute to the failure Therefore, we have covered this claim. Please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST Saturday-Sunday 9am-5:30pm EST for more information Please note, when the technician receives the part for your unit, he/she will contact you to schedule an appointment to come out to make the repair.We apologize for any inconveniences this may have caused you.Regards,CHW

Dear Ms***, 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 CHW has provided you with a payment in lieu of repair as per 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 applianceWe did offer to provide you with a unit that you were not happy with, in this case we then offered to provide you with the fundsThe amount that they had provided to you does not include installation because a repair would not have installationCHW provided you with a check in the amount of $We would be happy to provide you with a onetime free service call fee for your next claim that you might have with our companyWe have added the free service call fee to your policy, if you decline this offer please advise us and we will remove itThank you, CHW

*** & *** * *** ,Thank you for bringing this to our attention, we do have it in our system that the policy that you purchased is in process for a refund We do see that it has been cancelled and you will be receiving the funds back onto the credit card within 7-business days-
holiday’s excluded.If you do not see the refund back onto the credit card, please feel free to contact our cancellation department at ###-###-####.Thank you,CHW

Complaint: ***
I am rejecting this response because: The response from the business sites policy disputes.my complaint is that their report is incomplete. Their report does not state that my A/C condenser was using an enormous amount of energy to function properly. Due to this malfunction several capacitors were replacedThe Fan Motor was also replaced recently at my expenseBecause the condenser ran on "High Amps" these repairs would continue. Due to the inconsistency and the extreme energy cost, the outside unit was replaced. They claim these components not covered by the warranty caused failureThis is untrueHad I repaired the capacitor for the fourth time, the unit would've cooled the homeFor a weekThen I would replace it again. As I have stated, in Houston TX central A/C units run ten months out of the year. For me to continually be faced with repair costs and high electric bills due to a warranty covered device is unnecessary. The company also stated that this type of unit in this type of climate should last or yrsThis is also untrue
Regards,
*** ***

I have reviewed your refund with our billing department and the refund that was given back to you was correct and we waived the administration fee of $50.00.You paid $a month for coverage for months, CHW paid out $in claimsThis total that you should have received would have been $but CHW waived the $cancellation fee providing you with the maximum refund that you could receive for your policy $1820.02.In regards to the cost of coils, CHW per our policy has the right to offer you what we would have paid for the parts We do work with a company that does provide coils to us at a wholesale price, $is exactly what we would have had to pay if we were to have purchased them.In regards to the NJ AG, we will be happy to explain to them our policy and the failure with your unit; also that we did try to offer you a goodwill gesture of $per coil equaling $for a non-covered claim, just as a good will and that you declined. We do apologize for any frustration that you have had to go through, your request to cancel your policy was done so and we gave you a refund and waived the extra fee.Regards,CHW