Bass Services, Inc.

Complaint: ***
I am rejecting this response because:
The refrigerator was fixed way before we took the insuranceThe fridge was fully working even after 6+months after we took the insurance.A I mentioned earlier due to the wrong part was installed by there technician due to which he had order the part again
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 policyBased on the diagnose received there was rust and corrosion present, which in accordance to the policy, section Letter F, Number 1, rust and corrosion aren’t coveredCHW doesn’t want to lose any valued customers, however, if you would like to cancel the policy, please call the customer service team at ###-###-####A request has also been placed for them to call you directly 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 ***p
Upon review of your policy, we do see that you had spoken with a Manager and she had offered a goodwill gesture to replace the condenser for youYou contacted us back on 5/26/stating that you had the unit repaired and now wanted the cost of the condenserWe have requested for you to send in the paid invoice along with the reimbursement form and we would assist you with the claim
Also, in reference to contacting the Customer Advocate, we do ask that you contact her and then she does have days to review each claimAlthough you were not able to wait, this is our 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 www.choicehomewarranty.com/useragreement. Upon review of your claim, we do see that CHW is providing you with the unit We do apologize for any delay, you should hear from *** *** shortly if you have not already to install the unit.As a courtesy we have added a onetime free service call fee to your policy as an apology for the time it has taken for the unit to be delivered.Regards,CHW

Complaint: ***
I am rejecting this response because: having the technician come back to and try to troubleshoot a main board is useless unless he has schematics and is able to make component level repair
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 Upon review of your claim it appears that the claim was not covered based on the toilet being improperly installed which resulted in the leakAs outlined in the policy, section Letter F, number 11, we are not responsible for repairs due to improper installationRegarding the monthly payment that was removed from your account, we received your request to cancel the account on June 14, and we sent an email on that day, the payment for the month was removed from your account on June 13, We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***, Choice Home Warranty strives to provide the best customer experience, therefore we have re-reviewed your claimThe diagnosis that we received stated that the drive was showing an error causing the pump not to work and the pictures we received showed a crack on the motor
casingOur policy does state in Section Letter E, Number 1, that we do not cover cracked or corroded casings, however, our policy states slightly different in states, one of which is ArizonaYour policy states that we do not cover cracked or corroded filter casings, your crack was on the motor casing Based on that, we have overturned the outcome of the claim and have covered it to the cap of $500. We do apologize for any inconveniences this may have caused youPlease contact us immediately at ###-###-#### Monday-Friday 8am-8pm EST or Saturday & Sunday 9am-5:pm EST so we can move forward in having your pool repairedIf you have already repaired the unit, please submit your proof of repair to [email protected] for reimbursement at our costRegards, CHW

Complaint: ***
I am rejecting this response because:
I think the system was misdiagnosed--the first person sent out said I needed a gasketHe never came backChoice sent another person out and he said nothing wrong with gasketHe replaced the condenserThis did not solve the problemThe two people that came out were not authorized sub-zero peopleI requested permission to get a sub-zero person out and they said ok.Sub-zero came out and said I needed a new evaporator which he replacedThere were no maintissueTotal cost was $1020.68 However, the second person put in the wrong condenser.To replace with correct condenser the cost was $plus $installation and $tax.I think your sales dept needs to review the hidden charges before a contract is signed.All they want to do is get your name and money, let someone else worry about problems that happenThis is the last time I will contact you--pay or no pay. Good by
Regards,
*** ***

Complaint: ***
I am rejecting this response because: The unit was serviced annually and in working order up until the day I filed the claimThere was no rust or corrosion on the line at the time of failureAlso, my question is, how do you "Maintain" a copper line anyway? It works until it fails and that is it!
The technician sprayed some fluid on the copper line to identify where the leak was and that is the only moisture you see in his pictureHe sprayed and took the picHe did not dry off the copper line after spraying whatever the fluid was he sprayed.You claims of "Rust and corrosion" on a dry copper line are FALSE! Your denial of my claim is completely baseless and false!
Regards,
*** ***

Complaint: ***
I am rejecting this response because:When I purchased the warranty the sales person told me that they would not ask for receipts of proof of Maintenance work CHW Technicians even stated that my unit seized due to Wear and Tear and not lack of Maintainance I have been ripped off by this company There was not Illegal work done on my System This company lies on every end and falsifies statements This is a very crooked and bad company to do business with I would like a full refund of my CHW annual fees And I do not want to every renew with this company
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Part of the repair that they agreed to cover was for the Freon to be filled as the tech stated it was a little low. The manager at CHW said he would cover this and have the tech come right back The tech never came or called to set this up so it has NOT been done and needs to be doneCHW is not telling the truth once again they are lying to scam me (the consumer) I want the contractor to come back and recharge the system as I was told would happen by Sam *** the manager or forward the funds so I can get this done by another company By the way their comment that they paid more into this repair then I sent them in payments is exactly how they do their business its all about money and nothing to do with what they advertise or tell you they will do when selling you garbage like this Please send the tech back to complete the job that you agreed to pay for
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 *** We do show that you did have one technician come to your home to diagnose the failure that is not a covered claim Per our policy pressure regulators are not coveredPlease reference section DCoverage #under exclusions states “ Pressure regu8lators.”.As a goodwill gesture, CHW has added a onetime fee of a free service call fee back on to your policy 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 ***
* CHW doesn’t have control of the technician being late for their appointment, however, it will be documented and send to the appropriate department to indicate that the technician didn’t arrive on timeIf there are others issues with the technicians, please also provide that as the feedback is extremely valuableThe diagnosis was that the unit had a major electrical surge that caused the fan motor and the compressor to burn outThese part failures are secondary from the power surgeSection Letter F, Number indicates that power surges and acts of God are not coveredAlso, Section Letter F, Number indicates that secondary damages are not coveredthe fan motor and compressor burning out are secondary to the power surge and unfortunately, are not 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 understand that their response is exactly what they were going to sayI am disappointed in Choice Home Warranty and others should second guess choosing this home warranty planI am taking no further actions.
Regards,
*** ***

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 started on 5/24/15, I do see that you had placed a claim for your AC on 6/3/15, days after the policy began The technician stated to us that the unit had a bad board and that part should be replaced CHW agreed to offer you half the cost of the repair due to the fact that the unit did not come into the policy in proper working order It would take a lot longer than days for the board to go bad Offer to pay half the cost of the repair is a goodwill gesture that you had decided not to accept.I do apologize; this claim is non-covered due to the time frame of the policy and per our policy Section A. #Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We are still willing to offer you half the cost or to pay the vendor the funds for half the cost of the repair as a goodwill gesture Please call us and advise us if you are willing to accept this good faith gesture.We always urge our customers to read our policy and to understand that all policies have exclusions and CHW does follow our policy We do our best to assist the customers and approve claims that are submitted to us We do apologize for your frustration CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

*** ***,CHW understands that the amount that is being offered might be lower than the amount that a unit now would cost, however the amount is for the cost of the unit that you currently have We are offering to buy out your unit which means that you would be selling your unit to us and we are purchasing it at that costPlease see Section FLimitations of Liability #It states that CHW “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.” Also, our policy states Section FLimitations of Liability #9, “We will offer cash payment in the amount of the average cost between parts and labor of the covered repair.”Our offer was $and as an extra amount added amount for a goodwill gesture to assist you, we are adding $to equal $450.00. CHW can provide a unit to you for the amount that we are offering you as well If you would like to provide us with the serial number of the unit that you currently have, we can purchase a unit that has “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 governments.”We are more than happy to provide you with one of our units and you would be responsible for the removal of the old unitWe have notated your claim to add that if you would like to have us purchase a unit for you, this option is available for you Before you do agree to the unit, we do as that you review the section that we had just stated which is Section F#9.In reference to the funds, CHW will have someone email you the release agreement that you can send in if you would like to accept the check Please note that the check does take days from the date of authorization Also, please note that if you disagree with the outcome of this diagnosis, you are welcome to send us a second opinion You can have a technician come to your home and contact our inside technical staff to provide the diagnosis If you have the work completed without authorization, as it states in our policy, Section CService Calls #3, you will not be reimbursed at any rate.We do feel as though we have provided you with a lot of options and look forward to assisting you with this claim.Thank you again,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.Please refer to your policy Section LCancellationsIf you did not use the policy and nothing was actually paid out on the policy you would have received a larger refund If a policy is cancelled with us, you are charged a $administrative fee as well as paying back for any amount that we paid on claims; therefore your refund is smaller.LCANCELLATIONThis 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 Us. This 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 writing.According to the above, your refund is completely accurate since CHW paid out $in claims and you were provided back the refunded amount of months. We do regret your frustration with this policy however; CHW is in full compliance with the terms and conditions of the policy.CHWWe 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

Dear *** ***We regret to hear your frustration. Please be advised that your check# ***, in the amount of $was mailed out on 11/8/17. Please allow 7-business days for delivery via USPS.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 ***
* Please accept the apologies of CHW if the technician that was initially sent was less than favorableIt appears that once you made CHW aware they were able to dispatch another technician to diagnose the problemAfter reviewing the claim it appears that CHW did process the claim as quickly as possibleThere was a delay in receiving the proper diagnosis from the technician that would allow for a proper claim outcomeAfter reviewing the diagnosis submitted from the technician as well as reviewing the pictures it was determined that there was a leak and also rust and corrosion, which is not covered under the policy section Letter F, Number 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, we see that your policy had started on 2/1/and you placed a claim for your pool/spa on 2/25/ You stated that the unit did not work since 2/21/ The technician that came to your home stated that the motor was not working and he explained that the motor had been failing for a while He stated that the motor could not have started to fail within the time frame of the policy start date.Per our policy, Section A#states that all units must be in proper working order on the start date The Pool/Spa was not in proper working order since the motor failed within days of the policy’s start date.We do see that you had chosen to cancel the policy as wellPer our policy Section LCancellations you were provided with a pro-rated refund and you were charged with an administrative fee of $ Your total refund for this policy was $that was credited to your credit card on 3/3/16.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW