Bass Services, Inc.

Complaint: ***
I am rejecting this response because: Both experts that reviewed the unit did a leak detection by independent sources Both leaks were determined to have nothing to do with any rust Both experts, yours and mine, determined that the part needed to be replaced based on failure not rust I am seeking the cost of a coil to be $plus the labor that would have cost to replace and refrigerant I will not settle for less than $ I will seek legal action, if I need to file a small claims lawsuit in the Tampa judicial system Whether I file a claim in first day of the policy or the last day of the policy is irrelevant Your last stance was it was a pre-existing condition I ask how do you keep a family in the home in August in florida with a pre-existing condition an no air The unit was tested before the policy kicked in and it was determined to have pressure.
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 *** A review of the claim shows that the claim was processed according to the policyThe technician provided the diagnosis that the panel was burned and that bus bar was burnedThere were photos that were submitted that assisted in the outcome of the claimThe photos that were submitted showed that there was oxidation and corrosion, which caused the bus bar to burnSection Letter F, Number indicates that corrosion isn’t covered 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:I WANT THEM TO HONOR THEIR WARRANTYPAY ME MY MONEY BACK.I THEY ARE SO RIGHT WAY ARE THEY OFFERING TO RETURN $225.00?
Regards,
*** ***

In an effort to provide valuable customer service, CHW provided a goodwill payment to assist with the repairs of the air conditioning unitThis is now considered closed Thank you for the information relating to the Electrical SystemThe CHW will work to get another technician to assist with the repairs if the box is in the main confines of the homeThis information has been relayed and we look forward to having this resolvedPlease call the CHW team directly if you have any questions at ###-###-#### Regards, 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, because I received the check
According to the post mark on the envelope the check was mailed on 2/2/and not the date I was told. Coincidently it was mailed right after Revdex.com made contact with the company. I have an issue with companies that are not reputableThank you Revdex.com for looking into to this because had I not contacted you, I would not have received the check.
Regards,
*** ***

Dear *** ***Our records show that this claim is a partially covered claim The initial failure was with the spin support and bolts This caused the inner tube to spin off balance and damage the outer tube. After careful review, we do see that the cost of the unit is not worth the repair, therefore we did authorize a check in the amount of $to you to go towards a new unit Per our policy, Section 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.The check will be sent to you and a repair will not be completed by the technician Also, please note that the technician provides CHW with the diagnosis and our inside technicians’ are the ones who determine if a claim is covered or not, in this case the outcome is a buyout as stated above.Please feel free to contact us in regards to your check, please allow business days for the check to be sent.Thank you,CHW

Complaint: ***
I am rejecting this response because: I have accepted but have not received the offer of $because it was that or nothing and $is better that nothing, however the consumers should know that they do not offer peace of mind by offering a high quality, easy and affordable way to protect valuable assetsMy washer was only years old and the shaft broke the repair man confirmed with me that this was not a per-existing condition, Because they believe that I lied about the washer breaking when it did after the policy was in effect for days they did not mention the day waiting period before the policy goes into effectSo I purchased the warranty because some some of the manufacturers warranties had recently expired and had used home warranty plans beforeSo I guess they should let consumers know that if something breaks soon after the day waiting period they will find a way (for me saying my washer had a per-existing problem) not to pay for itI replaced my washer will a modest priced unit $and a year extended warrantyI wonder what they will tell me if something else breaks in my homeI will be recording the repair man when they come next time, because this one said this was absolutely not a per-existing problemMy washing machine was working up until the evening before I called in the claim
Regards,
*** ***

mur 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 do see that you had placed claims with CHW.A heating claim that you placed was for your fire place in 2013, which we advised you per our policy we do not coverA second claim recently for your attic electric vent fans, that we also advised you that we do not cover.We do apologize that you are having trouble with items that CHW does not cover To ensure that you do understand what we do and do not cover, we have mailed you out a policy and also sent one to your email Please accept our apology for any misunderstanding and for any inconvenience that this has caused for you.We do appreciate your feedback as it will help us improve our company to benefit our customers.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 *** Upon review of your claim and policy it appears that your claim was processed in accordance with the policy, section Letter F, Number in which repairs due to lack of maintenance aren’t coveredYour air conditioning system wasn’t excluded from your policy and is covered, however, there are limitations to the policy as indicated in the reason for the non-coverageWe have also sent you in writing the reason the claim wasn’t covered and we are currently awaiting a call from the technician that you requested we received in order to review the claim 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 claim I do see that on 6/16/15, you had spoken to *** and he did offer you a goodwill gesture for this claim that you did accept of $ We advised you that we would not be able to cover the repair of the unit because it was explained to us from the technician that the unit had failed due to a lack of proper maintenance and not wear and tear As stated before, we do see that you have resolved this issue with us and we appreciate your patience with this claim and working with us to a mutual agreement.All the best,CHW

We do apologize for your frustration Again, we are unable to assist with this claim due to the fact that it was not a wear and tear issue. Unfortunately there would be nothing for us to do for you at this time. 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 as outlined in section Letter F, Numbers and , CHW doesn’t is not responsible for repairs due to rust and corrosionThis information is outlined in the policy terms and 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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim we do see that we have provided a check to you in reference to our policy Section FLimitations of Liability # That states “ 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 governmentsIf 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 repairWe reserve the right to locate parts at any time For the first days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral partsHowever, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like partsWe reserve the right to rebuild a part or component, or replace with a rebuilt part or component.”Our checks do take business days to process and since the authorization was placed on 12/14/15, you will be receiving the funds business days from that date. We do regret any frustration with this claim and we do look forward to assisting you in future claims.We urge all customers’ to review the policy within the day grace period that is provided before the policy begins You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

I am rejecting this response because:After I complaint with CHW, They sent one company to fix my issueThe representative from that company , diagnosis the issue wrongly and with out taking my permission he put the freon gas and charged me more than $Who will responsible for wrong diagnosis and my loss?

Complaint: ***
I am rejecting this response because: it is the same response that was provided earlier
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 your claim was processed in accordance with the terms of the policy section Letter F, Number in which CHW is not responsible for repairs related to rust and corrosionHowever, as a goodwill gesture, CHW did offer to provide assistance towards helping for repairs in the amount of $in which you declinedAlthough we value all of our customers and never want to see any customers leave, we have honored your request to cancel your policy and provide you with a refund in accordance with the policy 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 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. Upon review of your claims, we do see that there is a technician scheduled to come to your home for the central vacuum.In reference to the claim with the oven that you placed, the parts were no longer availablePer our policy it is stated in Section FLimitations of Liability #“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.” CHW offered you the amount of $which you did accept.For the claim that you placed for your second refrigerator, this claim was not covered per our policy Section D#that states that CHW does not cover leaks of any kind.CHW has paid out a total of $in authorized claims for your policy and all of which were done in compliance with our terms and conditions.We do regret any frustration you may have, please feel free to contact us for any clarification for any claim.You stated that you do not have a policy to reference, we have emailed the policy to you and you can go online as stated above or you can go to the customer account center and long into your own account by entering your policy number along with the email that you have on file with us.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 door sprig and door gasket failed and need to be replaced.Per our policy, Section Letter D, Number 2, CHW does not cover “...Doors…Door seals”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 claim, I do see that CHW is covering the condensing fan motor but we are unable to cover the compressor due to the fact that the original issue was with the condensing fan motor and it overheated and made the compressor go The compressor is secondary damage which is an exclusion to our policy Section FLimitations of Liability #19.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providersChoice Home Warranty was in full compliance with its terms & conditions.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 *** A review of the claim show it was handled properlyThe diagnosis that was received was that the unit had major failures as well as rust and corrosionSection Letter F, Number states, “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 replacement”CHW values customers, and will handle claims in accordance with the policyIf you wish to cancel, please refer to section letter L, Number of the policy and call the CHW customer service team at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW