Bass Services, Inc.

Complaint: ***
I am rejecting this response because: Harry has not offered a solution to replace my unit that went outHe only offered a discount for me to pay out of my pocket the replacement cost! He was no help and rude at times! Totally unacceptable! Harry even admitted that Choice Home Warranty had replaced A/C units in the prior weeks? The A/C Tech that called for approval from Choice was told by the 2nd Rep he talked to that he did not understand WHY this claim was denied & that he would have approved it? But, he said he could not override the decision! Letter from my attorney will be sent to your Company very soon! I feel I was completely misled about this service when I signed up and paid years premiumCustomer Service should be an embarrassment to this Company!
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 for the delay you have experienced in having your claim coveredHowever, a review of the claim shows that the claim was dispatched quickly and based on a request by the customer, the technician that was assigned to return had to be reassigned causing a delayCHW offers a reimbursement service for those customers that would like to have their own technician and who aren’t able to wait for CHW to assign a technicianThis was offered but declinedIn order to be sure that CHW has the proper diagnosis, CHW has arranged for another technician to diagnose the problem as there seems to be a discrepancy between the diagnosis’ that was previously receivedA determination of the claim can be made once CHW has all of the necessary informationBased on the time, a free service call fee has been placed on your account We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

*** ***,CHW was only provided with one diagnosis and this diagnosis does not allow the claim to be covered If you have had a second opinion, you are more than welcome to provide it to us however, your policy is past due and we will not be able to provide any type of claim information with a policy that is past due Your second opinion should go to *** Your payment should be submitted over the phone.Thank you,CHW

Dear *** ***,CHW has reviewed the call and it was not called in for a faucet issue The issue that it was called in for was a leak under the sink Once the technician went to the home, he found the first issue was the kitchen faucet was broken and needed to be replaced The second issue was the half bath room needed an angel stop and supply CHW did assist with the angle stop and supply line however the faucets are not a covered item in our policy This is stated in Section DCoverage #8. As a goodwill gesture, we will place a onetime free service call fee onto your policy however we will not be able to provide you with a check since we did have to pay the technician to go to the home and fix the angle stop and supply.Thank you,CHW

,I have sent you an agreement to have the remainder of your funds released back to you Since your policy has been cancelled and CHW did provide you with a refund of $and since you had paid a total of $the balance of the funds would be $ Even though CHW paid $towards your policy, we are willing to provide you with the remainder of the funds that did charge you for canceling per the terms of our policy.Kindly send the release back to me and we will be happy to provide you with the funds

*** ***,We do regret the frustration that you have experienced with us and yes, you have received free service call fees that were placed onto your policy However, due to your unhappiness, and being that you do not have a refund, CHW is offering to provide you with a refund of the policy minus claims paid for a total refund of $ If you would like to accept this offer, please contact us at ###-###-#### and we will send the proper paperwork.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, I do see that you placed a claim for your heating system stating that it was not coming on.We do see that the technician stated that the reason for the failure was that the wire harness was burnt out due to the control board shorting out This is considered to be secondary damage, since the harness burnt it made the control board shortPer our policy, Section FLimitations of Liability #19, states that CHW does not cover failures due to secondary damage.We do see that you have cancelled your policy with us Unfortunately, we would not be able to assist on a policy or a claim that has been cancelledWe regret your frustration and do wish you the best.Sincerely,CHW

CHW completes a process before approving the technicians to assist with customersIt is based on the very valuable feedback received from the customers that CHW also decides if the relationship will be continuedHowever, based on the licensed technician that diagnoses the issues, determinations are made related to the claimThere are some instances where photos aren’t necessary to be able to determine if there was a lack of proper routine maintenanceThe proper routine maintenance will prevent many failures from occurring such as those involving the compressorThe maintenance information will make note of the proper drawings, levels as well as ensure cleanliness of the unit 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/useragreementA review of the claim shows that it was processed according to the policy. Based on the diagnosis that we received, it stated that the unit was out of Freon. After a leak test was performed, it was found that the evaporator coil was rusted and corroded which caused the coil to form tiny holes and leak out FreonPer our policy, Section Letter F, Number and 8, we do not cover and failures caused by “rust and corrosion” Our SrClaims Specialist advised you about the outcome of the claim and our policy, and due to your dissatisfaction, you were offered $to assist on the non-covered claim. You declined this offerWe strive to provide the best customer experience, therefore you were transferred to a Customer Solutions Specialist who informed you that as a goodwill gesture, we will cover the cost for the coil. You advised that you would give us a call back if you decided to use our technician for the repairPlease contact our Customer Solutions Department at ###-###-#### Monday-Friday 9amto 6pm EST to move forward with this claimWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear Ms***, 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 do see that CHW has provided you with a payment in lieu of repair as per Section FLimitations of Liability #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 applianceWe did offer to provide you with a unit that you were not happy with, in this case we then offered to provide you with the fundsThe amount that they had provided to you does not include installation because a repair would not have installationCHW provided you with a check in the amount of $We would be happy to provide you with a onetime free service call fee for your next claim that you might have with our companyWe have added the free service call fee to your policy, if you decline this offer please advise us and we will remove itThank you, CHW

*** *** ,We do regret your frustraion however in order for CHW to provide you with a goodwill gesture for a claim that is not covered, we would need the release agreement signedWe understand you do not wish to sign the agreement and have documented the claim as such. Regards,CHW

Dear Mr***We have reviewed your policy and noticed that it has been cancelled due to the fact that you did a fraudulent chargeback to your credit card in which you were provided back the full amount that you purchased the policy for We are unable to provide any type of assistance with
this issue.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 unit was missing Freon and the compressor drier needed to be replaced Please note, the only way a system can be missing Freon is if it leaked somewhere. Per our policy, Section Letter D, Number 3, CHW does not cover “…any leaks of any kind…”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you disagreed We strive to provide the best customer experience, therefore we offered you funds in the amount of $of goodwill to assist you on the non-covered claim You declined this offer.We advised you that if you would like to further dispute this claim, you may get a second opinion, at your expense If you choose to get a second opinion, please submit the detailed diagnosis invoice to [email protected] Until then, the outcome of the claim stands.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. A review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that unit failed due to a bad wash pump and there was rust and corrosion found. 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 we re-reviewed this claim and found that rust and corrosion did not contribute to the failure Therefore, we have covered this claim. Please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST Saturday-Sunday 9am-5:30pm EST for more information Please note, when the technician receives the part for your unit, he/she will contact you to schedule an appointment to come out to make the repair.We apologize for any inconveniences this may have caused you.Regards,CHW

I will accept the business response to have someone call me as long as they do and I receive my payments for the service work which was provided *** ***

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 unit was missing Freon, a restricted evaporator coil which caused the motor to overheat and fail These failures 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 We strive to provide the best customer experience, therefore, as a goodwill gesture we offered you $towards the non-covered claim You accepted these funds as of 9/28/ Please allow days for the check to process before it is mailed out 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 goal is to continue to provide outstanding service to all of our customersWe have continued to make an effort to have a technician come to assist with getting the issue fixedAs indicated, we have reached out to you with the information for various techniciansIn the event, you do have a technician that you would prefer, please call our customer service team directly to obtain the necessary information at *** At this time, we currently have provided you with information on a technician in the area to assist in having your issue resolved 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
seriouslyChoice 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 ***
In reviewing your complaint, you stated that you contact CHW for a technician to service the unit and he stated that the unit was still working but it had a weak compressorPlease note, CHW is not a maintenance service provider and we do not provide help with maintenanceThe claim was not covered per the policy Section FLimitations of Liability #that 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.”
If the unit is currently working, CHW will not fix itIf the unit has had maintenance done as specified by the manufacture, we ask that you provide records showing suchThe technician stated that the valves are weak which is causing the compressor to overheatPlease note that CHW does not cover valves however having routine maintenance can stop this from happening
We do ask that if the unit has stopped working, you send us the routine maintenance records and we will review them to see if we can have a more favorable outcome
We sincerely regret your frustration with this claim; however CHW is in full compliance with the terms and conditions of our policy
Regards,
CHW

Dear CHW offered this amount to you when your policy was active, since you chose to cancel the policy we would not provide you with a goodwill gesture. Choosing to cancel the policy you forfeited the offer of the goodwill.We do regret the frustration that you went through with this claim however CHW did as you requested and cancelled the 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 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 system was low on Freon Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak testYou agreed to have the technician perform the leak test. Based on the leak test results and pictures we received, it stated that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.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 We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $towards the repair You accepted this offer. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW