Bass Services, Inc.

Complaint: ***
I am rejecting this response because: I paid in advance for a year long contract with Choice Home Warranty the amount of $If they refuse to reimburse me for the claim to fix my air conditioner, I want the entire amount of $to be refunded and the account cancelledThis is the onlyclaim I have made during the contract, and I have received nothing in return
Regards,
*** ***

we refused the offer of the stove they suggested because it had minimum featuresOur understanding was our stove was repairable, which is a Kenmore Elite with numerous features, but Choice Warranty opted to buy out and initially offer $toward the stove since we rejected the stove they suggestedThey then rescinded $and said they made a mistake it should have been $We ask they send the check to us and was told it would take days to processWe've yet to receive the checkWe called Friday, April 22nd to cancel the service and was told if we cancel we will not receive the checkWe are more or less forced to keep the service and pay for it awaiting a check we need to go toward purchasing another stoveThis seems so unfair

*** ***,We are have contacted our purchasing the director to advise us of what type of unit he could provide to you Once they have the available unit, they will send you an email and then you can confirm.Thank you,CHW

*** *** ,Thank you for your feedback, we will advise our training department of the observation that you have advised us of. CHW

Dear *** ***Please be advised that your check# *** for the amount of $was mailed out on 10/17/17. Please allow 7-business days for delivery via USPS. Regards,CHW

Dear *** ***Please have your technician contact our authorization department to provide the updated diagnosis and they will re-evaluate the claim The technician can call ###-###-####.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 *** A review of the claim shows that CHW did process the claim accuratelyThe diagnosis that was received from the technician indicated that there was a buildup of dust and debris on the unitThis causes the air flow restriction which causes all other components around the unit to overwork and eventually burn outWith the proper routine maintenance, this would be preventedAs such, in accordance to section Letter F, Number of the policy it is not covered as CHW is not responsible for repairs related to lack of proper routine maintenanceAs indicated, you may obtain a second opinion at your expense and have the technician submit the information to CHWYou also indicated that the technician didn’t properly do his jobSection Letter F, Number of the policy states, “You agree that we are not liable for the negligence or other conduct of the Service Provider, nor are we an insurer of Service Provider’s performanceYou also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages”Please feel free to contact the customer service team at CHW if you have any questions 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 our web site at ***Upon review of your Air Conditioning System claim, we do see that the diagnosis stated that the compressor thermal blew out and Freon leaked out, the unit needs a new compressorIt was advised to us that this unit was lacking routine maintenance The second unit that you had, the technician fixed a wire and it is working Had you had routine maintenance this failure would not have happened with a unit that was only years old.We do see that CHW offered you a goodwill gesture in the amount of $however this offer was declined and you stated that you wanted the unit fixed We do understand that this would be the reason that you filed the claim however we do follow the policy and when failures such as lack of routine maintenance arise, we cannot cover those failures If you have maintenance records, you can submit them for review and we will be able to provide them to the authorization team Please send your records to ***We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.Regards,CHW

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 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 main tank for the water heater was leaking and needed to be replaced. Per our policy, Section Letter D., Number 6, CHW does not cover the main, holding or storage tanks.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance We strive to provide the best customer experience, therefore we offered you funds in the amount of $to assist you on the non-covered claim You declined this offer Although this is a non-covered claim, please note that we will still honor the $and also add a onetime free service call fee for your next claim This free service call fee has been added to your policy. To accept this offer, please find attached release agreementKindly sign, notarize, and return the documents to the attention of “Consumer Advocates” and also include your policy number You can return the document by email, fax, or mail Please note faxing does take hours to upload into our system The fax number email and mailing address are listed below.Email to: [email protected] to: ###-###-####Mail to: *** *** *** *** *** *** *** *** ** *** We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

*** ***,Choice Home Warranty is not an insurance company, we state this in the policy in Sections A.Coverage #and in Section Lit states " This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty."JM & F LLC, advised that after the installation of the parts, they noticed that the wrong starter was installed previously and had already damaged the unit so when they tried to start the unit, the compressor ran for a short while then went off The compressor damage was due to the wrong starter being previously installed prior to the technician from Choice Home Warranty and it made the compressor seize.Although you do not believe that this is of no fault of the technician that CHW sent to your home, please read Section FLimitations of Liability #where it states that CHW is not responsible for the negligence of the technicians If you believe that this happened from that specific technician we advise you contact them and they will assist you with the matter.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 shows that the claim has been processed according to the policyThe diagnosis that was received by the technician indicated that the motor had failedThis is something that takes time to occurThe policy was effective on 10/5/and the claim placed on 10/9/This wouldn’t have occurred in such a short span of the policy and in accordance with section Letter F, Number of the policy, CHW is not responsible for repairs related to known or unknown preexisting conditions CHW offered to provide you with a full refund less the costs of the claims that had already been incurred and you declinedThis claim is not covered, if you would like to have the refund that was offered, please call a CHW customer service representative at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Well the air conditioner guy told me that it could go out just as easy on a new one as it didn't mind that it doesn't have to be pre-existing so I'm not going to accept that answer it's a bogus answer and you can say that on any part on any machine so it's just an excuse and I am not satisfied with the answer or how are you guys are treating me in the situation

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 the claim, we do see that the failure that you had in the home was caused by a faulty pipe, CHW did cover the failure for the one issue however we are not responsible for the faucet.If you are not happy with the technician that was dispatched to your home, you are always able to request a different one however if you agree to the technician then you are required to provide the service call fee for each claim.As a goodwill gesture, CHW has added a onetime free service call fee to the policy for the next claim that you might have We are not able to provide you with the funds due to the fact that the funds were not provided to us.We do hope that you continue with our company however if you chose not to, you would need to contact our Cancellation department at ###-###-#### and speak with one of our customer service agents to cancel.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 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 policy with CHW we do see that we were able to assist you with previous claims totaling $ However we do see that you placed your claim for the AC System and in reviewing that claim, we do see that there were two different technicians that came to your home and both provided us with the same informationThey both stated that the unit had a compressor that failedThis is caused from excess overheating of the compressor which is from a lack of proper maintenance on the system
We spoke with you and you did state that you had believed that this outcome was incorrectWe advised you to provide us the records of your previous maintenance that you had for the system and we would have our inside technicians review the informationWe asked that you provide this information to us per our policy Section FLimitations of Liability #that states that all units must be properly maintained per the manufactures specificationsYour unit is a Lennox system which requires a yearly preventive maintenanceIf you did have preventive maintenance done to your system then this failure is highly unlikely
CHW is willing to re-open your claim and review the records that you state that you haveIf you do not have the actual records, you can contact your technician that did the preventive maintenance and they can provide you with their recordsOnce you have your routine maintenance records, please send them to [email protected] for review
We will be happy to review the records and hopefully come to a more favorable outcome for you
We do regret your frustration with this claim however CHW is in full compliance with the terms and conditions of our policy
Sincerely,
CHW
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/useragreement.com.Upon review of your policy that began on 8/2/15, you placed a claim for your Pool/Spa system on 8/28/ The technician stated that the unit has a bad motor capacitor that it was burned out and the pump seals were worn down leaking These are multiple failures that could not have happened within the timeframe of the policy Per our policy Section ACoverage all units must enter the contract in proper working order Your pool/spa did not and therefore, we are not able to cover the repairs.As per your Air Conditioning System, that claim was placed on 8/23/and again this claim is pre-existing to our policy The technician provided us with pictures of the unit that showed us that the unit was very dirty and the condenser coil had restricted air flow that made the unit fail Per our policy, Section FLimitations of Liability #states that CHW will not cover repairs related to a lack of proper maintenance These failures could not have happened within the time frame of your policy.We do apologize for any frustration that this has caused you We urge our customers to read our policy , if you should have any questions or concerns please contact us.Thank you,CHW Dispute Processing Team

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 polices we do see that you paid $for one policy and $for another however you contacted your credit card company and disputed the charges for both the policies By doing charge-back you violated the agreement that you had with CHW and that was why they were cancelledHad you cancelled the policy’s the proper way, you would have received a pro-rated refund minus the administrative fee.CHW does not have the funds that you paid for the policy since the charge-back was completed and you would have to contact the banking center for the money.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

I had been going back and forth with Choice Warranty by phone, including having another technician look at everything, take videos and call Choice, and when I went to respond to the case I saw it was closed I'd like to reopen it. I have had two technicians, one they sent and another I hired (as mentioned above), that both said the same thing - my furnace and a/c are broken and need replacing Choice continues to quote obscure "fine print" clauses in their contract saying things like "if one thing broke down that caused another problem we only cover the first." Both technicians said there's no way to know what happened first and regardless, that's what breaking down is (and their marketing promotes that they fix furnaces when they breakdown) With my a/c, it is leaking freon among other problems (again, my technician sent in a video showing all the issues and explained it in detail by phone) The warranty company doesn't cover a leak test so I said I'd pay for it but I can't get any assurance about what they'll pay after I doBoth technicians said there is obviously a leak problem and that fixing anything with an old freon ac will cost thousands - as much or more as a new one. I realize Choice isn't going to fully pay what they should - the contract and their advertising says they'll pay $ 1,each - but their offer of $ is terrible. I'd like to be compensated properly - at least $ 2,000. I noted they recently settled a lawsuit for this same issue - clearly the way they do business. Thanks for reopening the case and any help you can provide

[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, as long as I receive the check within days
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 claims it appears that the claims were both processed in accordance with the policyRegarding the water heater, section Letter F, Number states that CHW doesn’t cover repairs related to lack of maintenanceThe hot water heater had a blackened burner assembly compartment and poor combustionThe claim for the air conditioning system was processed in accordance to the policy, section Letter F, Number in which rust and corrosion are not coveredHowever, you are definitely a valued customer which is why the goodwill gesture was offeredOur goal is to maintain all of our customers and handle any questions or concernsIf you do choose to cancel please call our customer service team at *** and they will provide you with the policy terms We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW