Bass Services, Inc.

Complaint: ***
I am rejecting this response because: we have a contract that you will cover any item under the contract if it fails to operate Here is your motto from your website, "Choice home warranty is a service contract that covers the repair or replacement of many of the most frequently occuring breakdowns of home system components and appliances." My appliances were working fine and they failed while I was under a contract with your company.I am looking for a long term relationship with you so I need you to keep your word and fix my appliances today without a delay.
Regards,
*** ***

*** *** ,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 *** ***, 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 ***
At this time, we are awaiting a response from the ContractorOnce we are in touch with the contractor, we will have the necessary diagnosis to determine the next step with coverage of the ductworkAt this time, we will be certainly to reassign this to another technicianIf you would like to have that done, please call our customer service team directly at 1-888-531- We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear *** ***,
Your policy was purchased on 4/21/and on that day you paid $for the policy however the policy did not begin for daysOnce the policy begins, you then paid $and every month thereafter will be paid on that dateWe do see that a third payment was made again, on 6/21/in the amount of $This being said, when you purchase the policy, you pay for one month, this month is refundable providing you cancel within that first month that the policy has not startedOnce the policy has begun, then the payments are non-refundable due to the fact that you are paying monthly for each month as they go
We have offered you a full refund of the policy since you had disagreed with the outcome of the claim however if you would like to submit the invoice of the technician to *** to us we will review the failure and see if it is something that we do cover, otherwise our offer of a full refund does stand for you
We do regret the frustration you had with this claim; we have advised the Territory Manager that the technician misdiagnosed the unit for review
We do look forward to reviewing the diagnosis
Regards,
CHW

I am rejecting this response because: The technician onsite did not indicate that the condenser unit had failed due to rustingThe only rust evident was found on the inside coilThe company failed to address the fact that the condenser unit is a separate covered item and had a leak that they failed to have repaired or the unit replaced

,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

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 the claim was processed in accordance to the terms and agreements indicated in the policyIn section Letter D, Number 7, CHW is not responsible for repairs broken or damaged wiresWe 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. Our Consumer Advocate reached out to you to assist you on this claim.Although CHW does not cover the storage tanks, as a goodwill gesture, please submit your paid invoice to *** for review. Once your invoice is reviewed, we will contact you with an update. Regards,CHW

I am rejecting this response because:
I hope you had a great weekend! Unfortunately, I did not as my Air Conditioning Unit is still not fixed from my original complaint filed back on April 9thI did receive a call from Choice Home Warranty on April 17th saying they would not replace the unit, but wanted to offer me one part that I would need to replace it- completely unacceptableI spoke with their customer liaison *** and she understood my complaint and why it made no sense for them to send me the one part that they are saying was denying my entire claimI also told her that I expected them to uphold their agreement that I signed- no where in the entire agreement writing has any of the “excuses” they are using to deny my claim(The excuses to deny my claim have also changed multiple times.)I have called *** directly twice now and emailed again today since April 17th- not once have I received any type of communication backWith all that being said, this claim is not closed, nor resolved and I wanted to make you aware of the continuing issues I’m having with them.Please feel free to contact me with any questions
Regards,
Kirsten Williams

Complaint: ***
I am rejecting this response because:The initial analysis done by the technician was not correct and the technician had come out on February 1st, not the 15th as stated in the responsePlease get the facts rightCHW assigned a new technician (this is the 3rd one) that came out on 3/and said he will order the partsIn fact the freezer was working fine, but when he put things back together everything melted and he didn't attach the wires correctlyNow I have even more of an issue and it is over freezing. The amount that CHW is ready to pay is not the right amount if the diagnosis is not even correct
Regards,
*** ***

No funds have been placed into my account and she still does not return phone calls or emails Customer support says she is thereThey are all dishonest

Dear *** ***,If you would like to further dispute this claim, you can provide your proper routine maintenance records to [email protected] for review.Otherwise, the outcome of this claim stands as non-covered.Regards,CHW

Dear *** ***, We do regret the frustration that you had to experience, CHW has been dealing with phone issues for the past weeks and we are currently working on the repairs. We will process a full refund for you in regards to your policy ***. You will receive an email
conformation stating that the policy had been cancelled and the funds in full will be placed back onto your credit card that you used to sign up with us.Thank you for considering CHW again for your home warranty needs and once again, we do apologize for any and all frustrations. Regards,CHW

Complaint: ***
I am rejecting this response because I did perform routine maintenance on my heat pump prior to my home warranty with Choice Home Warranty and in February I paid for the leak test with the technician you sent This technician found a freon leak and supposedly fixed the leak This obviously did not occur resulting in my compressor burning up This is not my fault and once again I did everything I was told and paid every fee necessary to have the freon leak fixed in February I certainly appreciate your offer to buy out the rest of my policy minus what CHW paid out in February 2016, but I still feel the full cost of replacement heat pump (roughly $4,500) is warranted in this case Please mail me a check for $4,to my home address on file
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I hired *** *** *** *** from Spindale, NC to examine my heat pump and its componentsAfter inspection, they replaced a blower motor that showed motor bearings were wearing downThe motor was replaced and my system is functioning properlyThree technicians from *** *** *** *** concluded the unit and its components were and the cause not as a result of poor maintenanceFurther, RHVAC, stated the technician from CHW's vendor did a poor job of analyzing the problemAdditionally, CHW's vendor also overcharged our unit with R-coolant and had to be drawn downI believe CHE paid the vendor $222? For charging and inspecting the unitHad the unit continued to operate under those conditions the unit would have failed requiring a total replacement They indicated the problem could have been resolved in hours by replacing only the blower motor and no other partsTotal cost fro *** *** *** *** was $for service call and $for the blower motor and labor I request CHW reimburse me for all charges from *** *** ***, plus the $contract service charge. *** *** ***

*** *** , As a goodwill gesture we did provide the unit for you as for the diagnosis of the system it stated that the heat exchanger was cracked and it was visible He stated that the crack was expanding and there were several burn marks on the exchanger This would have been prevented if you had proper routine maintenance completed on the system.We do not see proof that the system had been properly maintained per the diagnosis from all the technicians. Thank you,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 this policy for the address you have provided, I do see claims that were placed but I do see that CHW had covered or provided you with funds towards these claims CHW has paid out on this policy a total of $763.37.We do regret your frustration and if you would like to cancel please review our policy Section LCancellations 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.Please feel free to contact us at our toll free number 1-888-531-5403.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 the pool heater was bypassed, confirming that there was an improper previous installation.Per our policy, Section Letter F, Number 11, CHW is not responsible for “…improper installation…”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 offered you funds in the amount of $to assist on this non-covered claim You accepted this offer Please note, that the cap for the pool coverage is $500.We regret to hear your wishes to cancel your policy Please contact our Customer Solutions Department at ###-###-#### Monday-Friday 9am to 6pm EST.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 ***
* A review of your claim shows that the claim was processed according to the CHW policyThe claim was placed on 7/29/for the air conditioning system that wasn’t cooling properlyA request was made for a specific technician and when CHW reached out to that technician they weren’t able to accommodate the request on that dayIt was at that time that CHW also advised that they aren’t an emergency service and explained the reimbursement process in the event you wanted to use your own technicianSection Letter C, Number of the policy indicates that prior approval is required from CHW to approve a claimOnce a technician was able to diagnose the issue it was determined that a leak detection test was required to isolate where the leak was coming fromSection Letter D, Number of the policy indicates that leak detection tests are not coveredIt was explained also over the phone on 7/29/that if a leak detection test was conducted by a technician other than a CHW technician, pictures would be required along with the identifying information that included the model and serial number on the unitOn 8/3/16, CHW received an invoice for work that had been completed without receiving a prior authorizationThe invoice indicated that there was a ton evaporator coil replacement that was performedThis wasn’t covered as there was no prior authorizationCHW had explained the procedure with getting the leak detection test done and the requirements of submitting the diagnosis of the leak detection test as well as the required pictures to obtain the authorization neededThis was not done 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 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