Bass Services, Inc.

I am so disappointed in home warranty companies in general I have done nothing but pay premiums from the time we had our house built and they never want to cover what they claim I have thought about seeing a lawyer on a class action lawsuit I still have the unit with the wrong compressor in it in my backyard I am a teacher with second job waiting for summer break to pursue that I have sent several emails to the customer representative *** *** with no response Wrong spelling on that last name.Thank you so much, Here is her email and you can reach me at ###-###-####.*** ***

We received the diagnosis from your technician as your email to CHW stated “the Heat Pump inside the attic was discovered to have several major leaksLikewise, the outside condenser coil also had at least two leaks. Our inside technicians have advised us that this is a premature failure due to a lack of proper routine maintenance Condenser coils are built to be very durable being designed to withstand weather and temperature extremes and with proper installation, care and routine maintenance the can last decades normally outlasting every other part in a condenserSo that being said, Non-repairable leaks in condensing coils are caused mainly due to a lack of proper routine maintenanceCHW does not cover repairs that are related to a lack of proper routine maintenance as per section FLimitations of Liability #states CHW has paid out a total of $for your Air Conditioning claims Since you have blandly disagreed with our policy, CHW will offer you a refund of the amount that you paid for the coverage minus what we have paid out for claims This will end your policy and you will be provided with a refund of $If you agree to this and would like to cancel the policy with us, please contact us and we will provide you with a form to sign and provide your funds back to you.There is unfortunately nothing further that can be done for this claim.Respectfully,CHW

Dear *** ***We regret to hear your frustration. After further review of the claim, the “waste and overflow” is the drain that is a part of the bath tub drain mechanism, which is excluded in our policy, Section Letter D, Number 8. We do apologize for the misunderstanding. The outcome of this claim stands.Regards,CHW

Thank you for your messagePlease note it takes business days to receive your checkPlease call our customer service team directly at ###-###-#### if you have any questions

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, CHW provided you with new parts to make sure that the unit was working for you This claim was not a covered claim due to rust and corrosion on the heat exchanger this is a lack of proper routine maintenanceCHW does not cover failures that are a result of rust or a lack of proper maintenance.As a good will gesture CHW did provide the new unit for you Since this was not a covered claim, you would be responsible for the non-covered charges CHW did a good faith gesture for you on this claim as it was not a covered item We do regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Complaint: ***
I am rejecting this response because:
You cannot just say "We are in compliance." That is not an objective statement, given the fact that I had already canceled this account. What is more likely, your representatives are training to not cancel the account when I call in. That would be much more profitable. And I'm loving the $fee for this all. That's ironic because I called and very patiently requested that they cancel my account months ago. They told me that it was canceled but it was notI also notice you are purposely circumventing payment holds against you buy using a randomly generated string of numbers at the end of your payment name when you process the payments, allowing you to keep your authorization alive even though I'm purposefully trying to prevent you from charging meYou are a bad faith corporation
Regards,
*** ***

Dear *** ***Unfortunately we are unable to find your policy. Please provide us with your policy number or the number of the claim in which you are disputing. 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 dryer filters failed and needed to be replaced.Per our policy, Section Letter D, Letter 4, “…Filters…” are not covered.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied Please be advised that you had a previous AC claim dated 7/8/17, in which you were not covered for the same reason We offered you $towards the repair in which you cashed the check on 8/16/2017. At this time, no further action will be taken as you were previously advised that this was your unit’s issue (which was not covered) and you were offered funds to assist you towards the unit. 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:First, you claim that you offered a goodwill gesture is incorrectThe adjustor indicated that the $is for the install of the gas valve and that they would not cover the power vent and the gas valveYou paid that amount because you did not have a choice but to cover for the part in which you indicated was part of the water heater unitin addition, you found a small disclaimer within your contract that stated that you do not cover "secondary parts"After speaking to multiple licenses plumbers, they were completely surprised and disagreed that they considered the part in question as a secondary partPlease see the email correspondence from *** *** Plumbing:My second issue is that I requested for my membership to be cancelled in my previous response to Revdex.com and you have yet to process this and in fact, you charged my card an additional $I am requesting this to be refunded as well. ***Mar 16tomeHi Mr***!The following are the costs that I quoted to Choice Home WarrantyI'll wait to hear from you before we order the parts.*** *** *** ***Repair Cost:Service call: $55Gas Valve: $500.50PowerVent: $574.60Low voltage wire: $110.60Parts Total: $1,185.70Labor x hrs: $330.00____________________Grand Total: $1,570.70 Again, all I am asking is that you take responsibility for the what your website states and that is you would repair the water heater or replace it if it is not repairable. I have already bought a new water heater; therefore, I ask that you pay for the the additional part
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The pool was in wiring order when the policy was activeIt was not pre existingYou also chose to cover one part of the washer, the door latch, and when the repairman fixed that part, it came out there was another problem that was what broke the door latchChw told the service man that it was a misdiagnosis on his part and they would not cover thatAnd then, CHW wanted the repairman to remove the site switch and now didn't want to pay for that eitherThe service place called CHW times to argue that they were already told it would be covered and CHW would have to payThat is when CHW finally agreed to send the checkCHW still would not cover the more expensive partEven though both of the parts broke at the same time! Now, the dollars, I called twice about this and spoke to the claims department and the cancellation departmentThe pool service is charging me $because they charge $for a service call and I paid the $They said they seant a bill to CHW for the remaining $and CHW would not paySo now I have a bill for from themI could've just paid tyre while service call myselfWhat is the point in having a warranty when it doesn't save money, it in fact costs you more!! Never had a problem with my other warranty companyI have since went back to them, a little more expensive but well worth it! They fixed my washer even tho it was pre-existing because CHW is that bad!
Regards,
*** ***

CHW does provide the necessary coverage and peace of mindHowever, the policy is put into place to be sure the customers are aware of the coverage and lists in great details the inclusions as well as exclusionsThe policy discusses in great detail the preexisting conditions as outlines in section Letter A, Number and also in section Letter F, Number as it relates to known of unknown preexisting conditions. 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 refrigerator unit, it was advised to us that the failure of the compressor was internal valves of the compressor went bad and caused the unit to continually run and overheat the compressor and overall fail This failure is secondary damage since what happened to the compressor was a result of the original failure that was the starter The technician stated that you had a previous repair and the wrong part was placedAlthough we do believe that the technician that we provided to you is not at fault since he did not install the first starter for this unit; per our policy Section FLimitations of Liability #states that CHW is not responsible for the technician’s negligence. We do see that you have already cancelled your policy with us and 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

Complaint: ***
I am rejecting this response because:Choice home warranty has not communicated with me since I filed my complaint
Regards,
*** ***

Dear *** *** Please understand that upon the purchase of your policy, you were given days to review it. Our policy is also available online for public viewing. We regret to hear that you want to cancel your policy. Please review our policy, Section 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 UsThis 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 writingIf you would like to cancel your policy, contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9AM to 6PM ESTRegards, 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 claims it appears that all of the submitted claims were processed in accordance to the policy section Letter A, Number in which this contract does not cover any known or unknown pre-existing conditions 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 *** CHW doesn’t like to lose valued customers, however, at your request, your policy has been canceledYou are due to a full refund in the amount of $40, which was the amount that was deductedThis amount will be refunded to you 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 *** There was a credit in the amount of $placed onto the card on file on 1/3/Please call the customer service team at CHW directly if you have any questions at ###-###-####. Regards,CHW

Complaint: ***
I am rejecting this response because: At the time of my claim I was current on my payments to choice home warrantyIt took them over weeks to deal with this issueAfter having them send me out at least contractors who refused to even come out I hire my own company to do the repairsI had the repairs done in daysChoice home warranty is calling 2-times a day not to help with my claim but to try and get a new credit card number to bill monthlyI receive a email a day requesting a new credit cardThe bottom line is for weeks we sat in the hot Arizona heat while choice did aboustly nothing to help usMy account was current at the time my repairs were done therefore choice is responsibleThis company has one priority and that is to take in funds while doing nothing to settle claimsThey cannot even get repair techs to come out to handle callsEvery firm they gave us refuse to come outEither they said they no longer work with choice or our roof was to highThe biggest lie these company's told was there's no access to to AC unitThere is a 8foot single path that leads to and surrounds the unitI spoke to someone from choice who called a service company while I was on the phone and provide them with a google link that clearly shows the roof with the shingle accessBecause I was covered at the time the repairs were made choice is responsibleFor them to refuse to accept this claim until the account is current is a jokeIf you want me to get my account current and continue to use you as a warranty company deal with my claimI was covered at the time and that's the bottom lineReviews of this company only prove what I'm sayingI paid choice roughly $over two years for nothingI had company's they referred me to tell me they no longer did work for choiceI assume because they refuse to pay on claimsI would like the harassing calls and emails to stopI refuse to work with this companyThere standard answer has been get you account current if you want us to process this claimHello it's your responsibility to process this claim due to the fact I was coveredI only stopped paying after I was given company's over a week period with no help from choiceWe spent a week in a hotel before returning home to degree days in the Arizona heatHow about you just send me my minimum $claim payment because I'm sure that's the best I'm going to get from you and we end this nonsenseI have attached a Google satilite picture which clearly shows the shingle access areas on the roofs of each unit.
Regards,
*** ***

Dear *** ***,
CHW provides our customers with days prior to the coverage period to start to ensure that all the units in the home are in proper working orderWe are not stating that this is any fault of yours or your tenant; we are stating that per our policy Section FLimitations of Liability #states that we do not cover any failures that are known or unknown pre-existing issuesThis failure was not of anyone’s fault however it could not have happened within the time frame of the policy
Since you did not cancel the policy per the terms of the agreement stated in Section LCancellations we are offering to provide you with the payments that you have paid as a goodwill gesture in the amount of $and we will cancel the policyIf you would like to accept this offer, please contact us and we will have you sign a release agreement stating that you are satisfied with the outcome of this disputeIf you would not like the full refund of the amount that you have paid for this policy, it will be cancelled within week for non-payment
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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy we show that you had placed claims with our companyCHW did provide authorization for one claim in the amount of $for your plumbing claim We are not able to provide you with a full refund due to the policy restrictions as stated in section LCancellations. We do see that you did try and tried to do a CHARGE BACK for the policy and since you had already cancelled and received your pro-rated refund we are not able to provide you with any other funds CHW did provide a service for youYour water heater was not covered, even if the tank was of a size that we did cover, we do not cover the actual tank and that is what the technician reported needed to be changed.CHW is in full compliance with our terms and conditions of our policy, we urge customers to read the policy within the days that you have prior to the policy’s start dateThis time is provided for you to review the policy as well as cancel if you do not feel that this policy is something that you do not want Lastly, these days is the only time that you can cancel for a full refund as stated in section B Coverage Period. We regret your frustration and do wish you the best.Sincerely,CHW