Bass Services, Inc.

I am rejecting this response because:The CHW contract does not define secondary damagesAs a consumer I wouldn't question it's inclusion as my understanding is refers to damages caused to other areas, my dishes breaking, my floor being damaged, something that caught first when the dishwasher started shooting sparksNot the short in my control panel being primary and the burning of the control box and melting of the wiring harness both part of the control panel being secondary and therefore not coveredThe is bait and switch and fraudulent business practiceThe definition applied by CHW, after the claim was filed, ensures that the customer will always lose and CHW will very, rarely fully repair or replace an appliance counter to the customer's reasonable expectation of coverage.I canceled my policy due to the unfair deifying and rip off on the part of CHW, in effect a practice of bait and switchThe refund was not satisfactory for the same reason the service wasn'tYou charged me for two months or prorated coverage, but then forced me to also pay the plumbing repairSo I paid both to be covered and the cost of the repair that was supposed to be covered during the period I also paid for

I am rejecting this response because:that is a lie I have had my system serviced every months with no problems to itAs for the time of contract maybe they should get out a calculator for the time stamp shows there day grace period was two weeks past that at time of system failureI purchased the contract because everything in my house is ten years old which was done when it was built ten years ago and I know ten years is the time things start to go out or need repairnobody buys a warranty thinking nothing will break if that was the case nobody would buy themI have also talked to the person that came out to look at my hvac system and did some repairs that Choice authorized to begin with and he clearly stated to me he told them nothing of the claims they are statinghe told me the Freon and level was fine its just an year old system that went bad he said shorts happen just as compressor failure and it had nothing to do with the homeowner or Freon for the customer has had it serviced regularly and the technician that came out to check the system and do the repairs is willing to right a letter to that factits funny they were willing to repair the system when they thought all it needed was a circuit board but when it needed something that cost more than they came up with all these bogus excusesI do hvac for a living too and they are coming up with so many lies to get out of standing by there warrantyI have since than read so many complaints about choice and them not standing by there warranty people saying they always come up with some bogus excuse not to paywell that is them to the letter
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 in accordance with the policyCHW doesn’t provide maintenance agreementsYou secured a policy with CHW that would offer peace of mind by assisting with covered repairsA claim was placed on 12/6/for the heating system which wasn’t working properlyCHW dispatched a technician on 12/7/Section Letter C, Number of the policy states, “Upon request for service, We will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact You to schedule a mutually convenient appointment during business hours”CHW did provide you with the service providerSection Letter C, Number of the policy indicates that there will be a service call fee, which was $As CHW isn’t responsible for maintenance, which would include cleaning, the $that was paid to the technician is an arrangement secured between you and the technician and wasn’t anything connected to the policy of CHWSection 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 received a diagnosis from the technician on 12/8/and the claim was a covered claim in which the technician was paid for his servicesIf you had an issue with the technician and wasn’t able to secure a mutually agreed upon time, that is an issue that needed to be addressed with the technicianCHW did however, take the information that you provided regarding the technician being rude and send it to the Vendor Relations Management team to be addressed with the technicianSection Letter F, Number 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” CHW provided service and acted according to the policyYou have recently cancelled your policySection Letter L, Number indicates that upon cancellation you will be subjected to an administrative fee and any costs incurred, which includes claims that were coveredYour refund amount is estimated to be $and will be returnedIf you have any questions, please feel free to call the customer service team directly of CHW at ###-###-#### 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:
What timeline is appropriate to have your company approve this repair? Again I had an existing policy with another home warranty company which I wish my A/C would have given me problems a week sooner so I could have filed a claim with them and not have to deal with your company but you took my money and the ownership of my home repairs as a resultI have an email communication that reflects you are covering me immediately because of the existing warranty I had in place but now know that you were just deceiving me with a fraudulent policyYour response is unacceptable and requires further action on your part
Regards,
*** ***

I talked to Choice home warranty again and now I understand what happened. I was told the wrong thing about what the service man saidIt is ok nowThanks for responding and my case can be closed nowIt has been resolved and a new service man did come out today. Thanks,

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 heat exchanger failed due to improper combustion which is caused from lack of proper routine maintenance Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied We strive to provide the best customer experience therefore as a goodwill gesture, we offered you $towards repair You declined this offer As a goodwill gesture, CHW will still honor the $towards the repair and a free service call fee onto your policy To accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or 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

Complaint: ***
I am rejecting this response because:
The bill was submitted by the proper company to Choice Home Warranty in a timely manner and an email was also sent explaining the repair and the necessity of the parts I received a copy of this email and also sent it directly to Choice The company said they never received any payment from Choice, even for the covered partsI had also spent several hours on the phone with Choice trying to get this paid I want confirmation that this was paid
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 if you were provided with information regarding the team being open to assist you when neededInformation that is submitted via fax or email takes to hours to upload into the system to be reviewedSection Letter D, Number of the policy indicates that leak detection tests are not coveredThe pictures that were initially sent in didn’t provide the picture of the leak or the picture of the tag that was needed in order to reviewCHW has received more pictures and they are currently being reviewed 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 We see that you placed a claim with us on 5/10/for your Air Conditioning unit and the diagnosis came back to us stating that the unit had failed due to the compressor being locked There was a restriction in the compressor that made it fail and short to groundThe system running low on Freon will cause the compressor to fail,, after the tech added the Freon the compressor locked up and would not pumpThe unit was shorted to the ground, this explained to us that the unit was not properly maintained and it did not come into the policy in proper working order This was not a wear and tear failure Per our policy, all units must come into the contract with all systems in good working order You are given days to do any proper repairs that are needed and to ensure that all systems are running properlyPer the technician, it can take years for this to happen and without the proper maintenance, your unit would fail CHW again requires that all units come into the policy with all units in proper working order, known or unknown issue will not be covered In this instance, your policy being months old, we can clearly say that this could not have happened in months Please see Section A Coverage 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 do apologize for any frustration that this claim has caused youWe do understand that systems fail and we do cover units that fail due to wear and tear If maintenance was preformed routinely on this unit, the last technician that serviced it would have known that the unit needed maintenance CHW does not provide that type of service CHW does expect the home owner to have a licensed technician to the home on a bases that the manufacture specifies to do proper maintenance If you are in an area that is normally hot, by a beach or are constantly using this unit; it is suggested to have the maintenance more often This is not a service that we provide Please see Section F LIMITATIONS OF LIABILITYWe are not responsible for the repair of any cosmetic defects or performance of routine maintenanceWe 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 pressureWe 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.Please be advised that in order for this unit to ever be covered again by CHW, we would need to have proof of the repair You can email the invoice showing that the work was completed to [email protected] regards,CHW

Complaint: ***
I am rejecting this response because:stackable washers and dryers are standardThis company has previously sent repair people ho have been able to repair stacked appliancesEvery repair company in the area, I have contacted will fix stacked appliancesThis is not inaccessible it is simply stacked as the appliance was intendedI would like payment for the service, I am getting from another company, when I purchased this service from your company, but you refused to deliver
Regards,
*** ***

Dear Mr*** ***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 your policy shows that you signed up on our Total Plan in the amount of $on October 6, You opted for our four payment plan at $per month Out of the $owed, you made three payments of $110, equaling to $ Your current refund amount is $21.70; as per our policy, Section Letter L, you are not entitled to a full refund In regards to your refund, please contact our Customer Solutions Department at ###-###-#### Monday-Friday 9AM to 6PM 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 *** Upon review of your claim it appears that your claim was processed in accordance with the terms and agreements of the policy as writtenAs indicated in section Letter F, Number 11, improper installation is not covered We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** *** We regret to hear your frustration, however, this is not a covered claim If it were a covered claim, please understand that the parts needed for repair are no longer available. Per our policy Section Letter F, Number “…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…” In this case, the cost of the parts and labor totaled in the amount of $ As a goodwill gesture we offered $400, which is more than the amount cost of parts and labor You stated that your washer cost $800, please see our policy where it states in Section Letter F, Number 16, “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.At this time, the goodwill offer of $to assist you on this non-covered claim stands Please contact our claims department at ###-###-#### if you would like to accept this offer If you accept the offer, you will be provided with a form to sign in order for us to provide the goodwill gesture Once we receive it back, the check will be sent directly to you.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 ***
CHW apologizes for that we weren’t able to meet your expectationsThe policy indicates in section Letter L, Number 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 UsAll cancellation requests must be submitted in writingCHW will not be able to refund any monies as there aren’t any due in accordance to the policy We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

June 23, 2015 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 that you placed on 6/5/15, I do see that CHW did dispatch a technician that same day to your home and their availably for the next day was not fast enough for you as you proceeded to use your own technician We tried to receive all the information that was needed by your technician throughout the following days and he was unresponsive to our requests You actually had to send us the pictures of the unit with the serial numbers for us to look into replacement of the parts I do see that on 6/11/15, after we did receive the pictures from you and we did explain that both of the units were not covered due to the fact that they are rusted and corroded, we did advise you that we would honor a goodwill gesture of $per coil that you have, a total of $for a goodwill gesture that you declined because we were not able to cover the non-covered charges of Freon and labor On 6/12/15, you spoke to our Manager Kyle and he did advise you of the goodwill gesture and you stated that if we were not going to cover it in entirety, that you were not interested You then requested to cancel your policy Unfortunately, CHW is not obligated to offer the goodwill gesture to you since you did cancel your policy and did receive the pro-rated refund of the cancellationWe did do our very best to assist you when you were a customer of ours and tried to offer you $for a claim that was clearly not covered Per our policy, CHW does not cover rust or corrosion as this is a lack of proper maintenancePlease see below: FLIMITATIONS OF LIABILITYThe 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 conditionsCHW is 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 pressureCHW is not liable for or routine maintenanceCHW 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.We do apologize, you have chosen to cancel your policy with CHW, as we were trying to offer a goodwill gesture and you had declined it CHW is in full compliance with its terms & conditions Respectfully,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 there was internal failure in the compressor This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurred from a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review If the records prove the unit has been properly and routinely been maintained, we would adjust the outcome of the claim accordingly. We strive to provide the best customer experience, therefore as a goodwill gesture, we have placed a onetime free service call fee onto your policy. 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/user-agreement/. A review of the claim shows that it was processed according to the policy. Based on the diagnosis that we received, it stated that rust and corrosion caused the unit to leak Freon at the ubends. Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. Due to your dissatisfaction, you requested to cancel your policy and as of 10/3/17, your policy has been cancelled and your pro-rated refund in the amount of $was mailed out on 10/10/17.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:Makes no senseI am not discussing a claim that prior owners made regarding the cooktopI am taking about a 12/26/claim made by meI am basing my rejection on your own policy language which I have previously quoted in my complaintI would accept an offer of $to resolve his claim as pursuant to your own policy language.
Regards,
*** ***

Dear *** ***, We regret to hear your frustration. Please refer to our policy Section Letter F, Number 16, where it states:“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.”You originally offered $in which CHW is willing to honor If you would like to accept these funds, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:pm EST. If you decline the offer, you may request to have the unit repaired. Regards,CHW

CHW is not responsible for any part of the routine maintenance that is to be performedAs such, there would not have been a need to examine the filters as those should be done during proper routine maintenance and changed in accordance to the manufacturer’s guidelinesThe refrigerant leak referred to April as well as the clogged filters were components that led to the non-covered claimThe invoice that was sent to CHW contained information that the compressor amps were high and likely to fail soon and it was recommended that a hard start kit be placed on the unitIt was declined as the “homeowner hoping warranty will replace the unit” was noted on the documentsThat may have prevented the problem Regards, CHW