Bass Services, Inc.

*** ***,
Our Manager has been trying to reach out to you to assist you with this claimWe have agreed to pay the extra $ for the control board however since we are coving a non-covered portion of our policy; we are requesting that the policy be terminatedWe ask that you contact *** who is a Manager at our company who will assist you with this
Thank you,
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
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/useragreementA 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 out of Freon. After a leak test was performed, it was found that the evaporator coil was rusted and corroded which caused the coil to form tiny holes and leak out FreonPer our policy, Section Letter F, Number and 8, we do not cover and failures caused by “rust and corrosion” Our SrClaims Specialist advised you about the outcome of the claim and our policy, and due to your dissatisfaction, you were offered $to assist on the non-covered claim. You declined this offerWe strive to provide the best customer experience, therefore you were transferred to a Customer Solutions Specialist who informed you that as a goodwill gesture, we will cover the cost for the coil. You advised that you would give us a call back if you decided to use our technician for the repairPlease contact our Customer Solutions Department at ###-###-#### Monday-Friday 9amto 6pm EST to move forward with this claimWe 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: Harry has not offered a solution to replace my unit that went outHe only offered a discount for me to pay out of my pocket the replacement cost! He was no help and rude at times! Totally unacceptable! Harry even admitted that Choice Home Warranty had replaced A/C units in the prior weeks? The A/C Tech that called for approval from Choice was told by the 2nd Rep he talked to that he did not understand WHY this claim was denied & that he would have approved it? But, he said he could not override the decision! Letter from my attorney will be sent to your Company very soon! I feel I was completely misled about this service when I signed up and paid years premiumCustomer Service should be an embarrassment to this Company!
Regards,
*** ***

Dear Mr***We have reviewed your policy and noticed that it has been cancelled due to the fact that you did a fraudulent chargeback to your credit card in which you were provided back the full amount that you purchased the policy for We are unable to provide any type of assistance with
this issue.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 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 was empty on Freon, after the technician performed a leak test, there was a leak found at the u bends and the evaporator coil We also received pictures that confirmed the rust on the evaporator coils and ubends.Per our policy, Section Letter F, Number 1, CHW does not cover failures caused by rust and corrosion. Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction. We strive to provide the best customer experience therefore we offered you fudns in the amount of $of goodwill funds to assist you on the non-covered claim You advised you would think about it and call us back. To accept these funds, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST 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 *** ***,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, I do see that you placed a claim for your heating system stating that it was not coming on.We do see that the technician stated that the reason for the failure was that the wire harness was burnt out due to the control board shorting out This is considered to be secondary damage, since the harness burnt it made the control board shortPer our policy, Section FLimitations of Liability #19, states that CHW does not cover failures due to secondary damage.We do see that you have cancelled your policy with us Unfortunately, we would not be able to assist on a policy or a claim that has been cancelledWe regret your frustration and do wish you the best.Sincerely,CHW

Complaint: ***
I am rejecting this response because:The company has provide the standard response for which I have seen on other complaintsThe company is trying to maintain their reputation and should not be allowed to retain that statusOther potential customers must be informed that items they may believe are covered with a home warranty with CHW are not covered as advertised and part of their sales pitchItems non-functional should be replaced but are notMy friend is the owner of an HVAC company who parted ways with CHW due to unethical behaviorThese warranty companies continue to take advantage of unsuspecting customers that go unreported.Secondly, if they truly backed their srevice they honor the prorated refundsas I was explained by the salesmanI was told that I could cancel anytime and would be refunded the amount of unused term of the year contract.I had my stepfather's nephew who owns a pool business come out Sunday and confirmed not only the malfunction of the motor due to loose bearings and minimized circulation, but the noise is so that it can not be operated without law enforement being called due to dissturbance.Due to size I am unable to load the video/audio but will surely be used for social media.Also discovered after talking to the agent to cancel and was told no prorated refund would be issued, he canceled the policy anywayI happen to get a call from CHW today explaining it was an accident but have nothing in writing nor can I access the account.Again, I request a refund of partail repair $or refund the prorated amount of the long term policy. 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 *** Upon review of your policy it appears that there have been two payments madeThere was a payment declined on June 14, which was the sale date of the policyThis was rectified with a payment applied on June 15, with another card provided by youOn July 14, the second monthly payment was appliedThere have been no other payments removedWhile we would hate to lose you as a part of the CHW family, if you would like to cancel, please call our 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 *** ***We do understand your frustration and we have reissued your check You will be in receipt of the check within the next weeks Please feel free to contact us for any updates at ###-###-####.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 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 missing Freon and the compressor drier needed to be replaced Please note, the only way a system can be missing Freon is if it leaked somewhere. Per our policy, Section Letter D, Number 3, CHW does not cover “…any leaks of any kind…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you disagreed We strive to provide the best customer experience, therefore we offered you funds in the amount of $of goodwill to assist you on the non-covered claim You declined this offer.We advised you that if you would like to further dispute this claim, you may get a second opinion, at your expense If you choose to get a second opinion, please submit the detailed diagnosis invoice to [email protected] Until then, the outcome of the claim stands.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***,We do regret the frustration that you have experienced with us and yes, you have received free service call fees that were placed onto your policy However, due to your unhappiness, and being that you do not have a refund, CHW is offering to provide you with a refund of the policy minus claims paid for a total refund of $ If you would like to accept this offer, please contact us at ###-###-#### and we will send the proper paperwork.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 that the claim was processed according to the policyCHW apologizes for the delays that you endured with securing an appointment to obtain the diagnosisHowever, it appears that a technician was there to diagnose the problemThe thermostat was not connected and the unit was three pounds low on FreonIt was also noted when the claim was initiated that the last time it was working properly was on 8/12/16, finally the location is on top of a business and would be considered commercialAs a result the claim wasn’t covered based on section Letter F, Number in which CHW doesn’t provide coverage for known or unknown preexisting conditionsThe policy was effective on 7/28/and the unit ceased working on 8/12/16, this is something that would not have occurred in such a short span of the policyAdditionally, Section Letter D, Number states that commercial grade equipment is not coveredPlease note that all condominiums aren’t considered commercial propertyYour location is as it is on top of a business, which is why it wasn’t deemed as a residence for this claim Offering outstanding customer service is something that should always be provided to all customers, regardless of the outcome of the claimIt has been noted that you received less than this from the representatives that you have spoken withAll of the calls are not recorded, however, it will be documented and the representatives spoken with regarding the information provided We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

I spoke to the repair technician who CHW hired for a second opinion (he happens to be my client) and he said he never said such a thing - that CHW put words in his mouth and lied!He told me he spoke with the authorization department, explained the situation with my washer and they told him that it wasn't economically feasible to repair the unit so they would offer the customer (me) money to replace the unit.Then they called me and told me that the tech (my client) told them that I cracked the drain pump and thereby voided my warranty since it's no longer wear and tear!When I spoke to the supervisor on the phone and said that this is ridiculous to put words into the tech's mouth and blame this on the tech, she said that the tech never said that I sarcastically said that this must be why CHW has 20,000+ Revdex.com complaints She said, no, last I checked there are only 8,complaints - and she was proud of that number?!!This is one of those cases where I wouldn't believe it if it wasn't me that this was happening to! I would like CHW to pay for the new washer I just had to buy!***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I have yet to receive a refund from company and believe their amount of $isnt correct
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 *** CHW apologizes for the delay you have experienced in having your claim coveredHowever, a review of the claim shows that the claim was dispatched quickly and based on a request by the customer, the technician that was assigned to return had to be reassigned causing a delayCHW offers a reimbursement service for those customers that would like to have their own technician and who aren’t able to wait for CHW to assign a technicianThis was offered but declinedIn order to be sure that CHW has the proper diagnosis, CHW has arranged for another technician to diagnose the problem as there seems to be a discrepancy between the diagnosis’ that was previously receivedA determination of the claim can be made once CHW has all of the necessary informationBased on the time, a free service call fee has been placed on your account We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

*** ***We do regret your frustration and understand your position however, per our policy Section FLimitations of Liability #states that you do not hold CHW responsible for the negligence of the technician We strongly suggest you contacting the technician to assist.Thank you,CHW

CHW completes a process before approving the technicians to assist with customersIt is based on the very valuable feedback received from the customers that CHW also decides if the relationship will be continuedHowever, based on the licensed technician that diagnoses the issues, determinations are made related to the claimThere are some instances where photos aren’t necessary to be able to determine if there was a lack of proper routine maintenanceThe proper routine maintenance will prevent many failures from occurring such as those involving the compressorThe maintenance information will make note of the proper drawings, levels as well as ensure cleanliness of the unit Regards, CHW

Complaint: ***
I am rejecting this response because: Although they are within their legal rights I feel this is a bad business practice and lets them basically settle for any amount they feel is their costThe unit cannot be repaired or replaced for their cost settlementThe advertisement that they will fix or repair is not correct as long as the have the cash settlement at their costThis is a deceptive and bad practice Their settlement is less than half what it will take to replace or repair the item
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 Upon review of your claim we do see that your policy with CHW began on 12/7/and you placed a claim for your heating system on 12/13/16. Our technician advised us that the failure that your unit had could not have happened within the days that your policy had been active. Per our policy, Section ACoverage #states that all units must be in proper working order the day that the policy began This unit was not in proper working order if it had failed within this amount of time. If you disagree with this outcome you are more than welcome to provide us with a second opinion or you can contact us at ###-###-#### and we will send you a form to sign to receive a full refund of $67.50, which was for the payments that you made. We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Also, CHW does allow me, Tracy the customer Advocate business days for me to review the claimsI do regret if I did not respond with in that amount of timeRegards, Tracy MCHW