Bass Services, Inc.

Complaint: ***
I am rejecting this response because: I spoke on Oct with Andy, a Choice manager, and we agreed that Choice will refund me $ I received an email from Choice containing a release agreement that I signed, had notarized and faxed to Tamar ***, Manager Customer Relations The document advised they have business days to reimburse me Until I receive that check, it is deposited and cleared, I do not consider this matter finalized
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 it appears that the claim was processed in accordance with the policy section Letter F, Numbers and in which it states that We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressureAdditionally, we are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacementYou mentioned that CHW has been your warranty company for a very limited time and question how a diagnosis of lack of routine maintenance was madeThe technician that was sent to your home provided a diagnosis that the condenser motor fan is burned out and the compressor is shorted to the ground which is a result of a lack of routine maintenanceAlthough CHW does not require that you provide maintenance records, you may provide maintenance records to show that you have had routine maintenance performed on the unit in hopes of a more favorable claim outcomeIf you choose to submit the records you may do so at ***Please be sure to include the claim number on all correspondence We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,
Although it was a holiday weekend, we did receive your email and we did provide you with a full refund of the paid policy in the amount of $
We do hope that you will join our company again and look forward to having you as a customerWe do regret any frustration that
this caused you
Thank you,
CHW

Dear *** * ***,We regret to hear your frustration and apologize for any inconveniences this may have caused you.We strive better our business practices, therefore we take your feedback seriously We have forwarded your feedback to our Quality Assurance director who will handle
accordingly. Please contact our Customer Solutions Department at ###-###-#### Monday-Friday 9AM to 6PM to process your refund. Regards,CHW

We did receive your invoice but your policy has been cancelled We cannot honor a claim if the policy is not openIf we were to cover the claim and you were to cancel, your refund would reflect that due to the fact that you would break your contract with us and therefore pay back what CHW has paid out Please review our policy Section LCancellations.We do regret your frustration with this claim but there would be nothing that we could do if you are no longer our customer.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 request it appears that it was cancelled in accordance with the policy terms of section Letter L, Number which states If 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 We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Anthony * ***, 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 it has been covered in accordance with section Letter F, Number of the policy which states that CHW doesn’t provide coverage for malfunction or improper operation due to rust or corrosion of all systems and appliancesAdditionally, the policy outlines in section Letter D, Number that leak detection tests are not covered We do regret your frustration; however CHW is in full 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 policy that was purchased on 7/22/15, it did start on 8/22/and you placed your claim for your garbage disposal on 9/26/CHW dispatched *** The Plumber to go to your home and diagnose the unit Upon his diagnosis he stated that there was a leak from the bottom and this leak was from rust.We advised you of this and since you disagreed with the outcome, you had requested for CHW to send out a 2nd opinion at no cost to you As a good faith effort we do so and on 10/2/15, CHW dispatched Prestige Plumbing LLC to diagnose the unit This technician confirmed that the unit was leaking due to rust and that is not covered under our policy Please see Section FLimitations of Liability #that states: “The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.”We do regret your frustration with this claim and although this claim was not a covered claim, we do look forward to assisting you with future claims.Please feel free to contact us at our toll free number ***Respectfully,CHW

After reviewing, the offers that were presented as a gesture of goodwill are still available to youWe want to be able to work with you and provide you assistance in some mannerWe are extremely flexible with our customers and will continue to do thisPlease call our customer service team directly at ###-###-#### to take advantage of the options that were presented. 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 it appears that your claim was processed in accordance with the policy section Letter F, Number 12, which indicates CHW is not responsible for repairs due to lack of maintenanceAdditionally, I have reviewed your request to cancel the policy and the information you were provided was in accordance with section L, Number of the policy which indicates that f 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 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 *** * We did receive your request and your policy was cancelled on 3/15/for the full amount paid of $515.00, we placed this back onto the credit card that you used 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 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, it shows that the compressor had failedThe first technician that went to your home advised CHW that the compressor had failed due to the Freon leaking out of the unitPer the policy, Section Letter DNumber states that leaks of any kind are not coveredThe second technician that you had diagnosed the system stated that the refrigerant levels with the valves before removing the compressor and they were indicated to be lowThis diagnosis still shows the loss of the Freon damaged the compressorThe only way for the Freon to leave the system would be a leakThe compressor being damaged is secondary due to the loss of the Freon however as stated above per the policy, CHW does not cover leaks of any kind for this unit
Considering that the diagnosis was the same for each, the claim would not be covered per CHW’s policy
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 do see that *** *** *** was dispatched to your home and we have contacted the technician to return the part that you stated he took however since our policy does state in Section F#that we are not responsible for the technician’s negligence, this would be between you and the technician regardless that he was dispatched by our company This is in the agreement that you have with our company.The number that we have for this technician is ###-###-#### , we will continue to reach out to him as a good faith effort as well but urge you to do the same.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

We are working on locating a technician that can get to you in a timely mannerPlease accept our apologies for the delayWe will continue to work on this and keep you updatedYou can call our customer service team directly at *** with questions. Regards, CHW

Dear *** ***Although the policy has been cancelled, our process is that a refund will take business days to refund. It shows that the date the policy was cancelled was on 10/12/17. CHW will ensure that the refund that is going back onto your credit card is competed no later than business days after that date.Thank you,CHW

*** ***, We do understand your frustration however our policy does not cover failures that are caused by rust. Rust can be a process of failure however our policy does exclude this failure. Please see Section FLimitations of Liability #& 8, CHW does not cover failures that are caused by rust or corrosionIf you feel that the outcome of the claim is not caused by rust, you are welcome to provide us with a second opinion. Please have your technician contact us at ###-###-#### option then option Thank you, CHW

Complaint: ***
I am rejecting this response because:Thanks for your offer for $It will cover 10% of the total cost. I am also willing to pay for the repair but I can not pay 90% of the total cost.My toilets were not working. I replaced new toilets in both properties last year at and this year at 517. The plumber installed the new toilets , flange and straight Valve while installing the new toiletsI called CHW and they declined the claimsThey didn't even allow me to file the claimsCHW didn't pay anything on these tasksI paid almost $to replace the toiletsI am not understanding what is the use of insurance if they don't cover anythingI can send you the home depot and Costco receipts for these new toilets purchased if neededThe technician have already provided the detail during first call that I was properly maintaining the air conditioner and changing the air filter on time. I am CHW customer more than yearsI want to continue this relation in futurePlease take a look at this and let me know if we can resolve this
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I have already had conversations with this Company and all we do is go round in circlesWe seek a refund, pro rata as originally agreed, and cancellation of the policy no conversation needed
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Of course CHW is going to respond as they did. CHW sells this as a WARRANTY! Every other company from which I have purchased a WARRANTY has replaced an item when it is not fixed. CHW offered 1/of what a Jenn-Air would cost, maybe less, and I have to pay for installation which will probably be half of their $549. Warranty companies replace items. They don't sell the warranty as replacing an item, as the salesperson said, and then not replace it. They then add fine print for every item and then one is supposed to know what all of it means. I shouldn't have to get a lawyer to decipher a WARRANTY.It is my understanding that CHW was sued recently for the exact same thing and had to pay $790,000.00. Yikes, that is a lot of people that they cheated by not replacing items. Now CHW continues to do the exact same thing. This should not happen. At minimum they should sell their product as a SERVICE PLAN, not a WARRANTY. I am still asking for full replacement
Regards,
*** ***

Dear *** ***,Thank you for your suggestion about our policy.In reference to your claim, we are able to provide you with a technician however please understand that if we do send a technician you are responsible for the service call fee, regardless if the claim is covered or not Also, please note that the failures that you have placed two times for this claim is not something that we cover however, if you would like to place the claim and have a technician come out, we will allow it providing you pay the service call fee.Please call us at ###-###-####.Thank you,Choice Home Warranty