Bass Services, Inc.

CHW attempted to work with you and reach a mutual agreement by providing you with a full refundYou indicated that you were not interestedIf you should reconsider, please call the customer service team at ###-###-#### to have the necessary paperwork sent to have the monies refunded. 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,
*** ***

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

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

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

Complaint: ***
I am rejecting this response because: Revdex.com IS DOING NOTHING ABOUT THIS COMPANYTHE TECH CAME OUT ON 07/28/AND WANTED ME TO PAY $FOR A LEAK TESTI A/C WAS SERVICED ON 08/14/2016, NOT EVEN A YEAR AGOIF THERE WAS LOW FREON IT LOW THE TECH ON 08/14/2016, SHOULD HAVE BROUGHT THAT UP AND FIXED ITTHE TECH LEFT NO PAPERWORK SO I DO NOT KNOW WHAT HE DIDI AM NOT PAYING CHOICE ONE DIME I WANT MY A/C FIXED THE DEADLINE IS 07/05/I GOING TO CONTACT THE NEWS STATION INVESTIGATION LINE, LET THEM EXPOSE THIS SCAMDO YOUR JOB Revdex.com.
Regards,
*** ***

Records indicate that you have contacted CHW to make them aware that the issue has now been successfully resolved and you are in receipt of your fundsPlease call customer service at *** if you have any questionsRegards, 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

Dear *** ***,Per the terms of the policy, as of today 9/13/CHW will place a request to have your policy cancelled Once this request has been placed, please allow 24-hours for the policy to be cancelled and then allow the refund to be placed onto the credit card that was used for purchase, another 7-business days However, we have placed the request and we do like to follow up to ensure that you do in fact want to cancel but there are notations not to contact you, and to just cancel per terms stated in Section L.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 received a claim on 8/30/and was able to assign the claim on the same dayHowever, it appeared that you needed to have the services before the technician was able to get to youCHW does offer reimbursement services and the forms were sent to youCHW does cover reimbursement fees at the CHW ratesHowever, the claim in question was not covered based on the diagnosis that was received from the technician that the coil is leaking and the unit was missing approximately pounds of FreonThis is covered under the manufacturer’s warrantySection Letter F, Number states, “We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty”. CHW does cover claims, however, it needs to be in accordance with the policy that is provided 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: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,
*** ***

As I stated in the original complaint, the claim from the company that the failure did not occur within the life of the policy is invalid In addition the claim of improper maintenance of the A/C is invalid Company has not addressed the fact that the contractor they sent also caused more damage to the system than existed before the claim was placed Company is happy to cover anyone who calls with no inspection required because their standard procedure of claiming "improper maintenance" protects them from paying according to the obligation they made with the customer 1) The pool failure DID present itself within the lifetime of the warranty The pool pump was working and functional at the time the warranty was taken out We have had continuous Home Warranty coverage for more than years on this property (with another company and have had no trouble) If we had been aware of the problem before taking out the policy with Company, we would have filed the claim at the time it presented Company told us that the pool pump and systems were covered Company asked us for proof of prior coverage and did not require an inspection for prior issues The only reason to ask for proof of prior coverage is to ensure that any prior issues would have been covered We supplied that proof of prior coverageWe did not misrepresent ourselves to Company, but Company has MISREPRESENTED to us the product we have purchased.2) The Air Conditioner was covered by the policy The system has been properly maintained, the proof being how long its been working with no problems. We have maintained our system throughout our ownership of the property (more than years) The fact that the system was old, did not bother Company when they said they would cover it Then when something broke on it, Company then cited age and improper maintenance to get out of their contracted obligation We have maintained the system carefully to keep it running Company's contractor caused more damage than existed at the time of the claim.Company needs to pay both of these claims

Complaint: ***
I am rejecting this response because: it is completely out of my control what the unit did I purchased the home warranty to ensure that I was covered for these types of events, however the warranty has not covered anything There are two other claims that were opened under my contract where nothing has been covered As a matter of fact, I am still awaiting after two weeks a decision on the washing machine pump that has now been broke for a month The home warranty that was purchased is not worth, nor works in the manner that it was described by your sales people Your customer service reps are rude and make trying to handle business impossible The least you could do is refund the money paid and we won't have to do business together again
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 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 show that the unit was properly and routinely maintained, we would adjust the claim accordingly. 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: First, they APPROVED the work by technicians and never even found a technician for me UNTIL I already had one! Not once was I told the technician was too high and that I MUST use there technicianIt would have been ten days waiting if I had used theirs!!! My house cold have burned down waiting for them! BEFORE technician did work while on phone with authorization CHW could have stated that I would NOT be paid the difference and offered to have me wait for "THEIR" technician but they did not do thatEach rep I talked to said it was Okay to use my own under the circumstances! And the billing per mon is and I only used TWO MONTHS = I PAID and want the difference back!! It is $164.34! AND how can they pay me for a claim and THEN TAKE IT BACK just because I do not ever want to use them again!!!! They cannot take the $that they think the service is worth and then take it back!!
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 ***t. Upon review of your heating system, we do see that we had sent a technician to your home to diagnose the system He stated to us that the unit was not pushing enough heat due to the fact that the entire unit was rusted and corroded; the heat exchanger itself was cracked from corrodingThis is s specific failure that is not covered under our policy, even if it is due to age or wear and tear CHW per Section FLimitations of Liability #& #states that we do not cover failures that are caused by rust or corrosion. If you would like to cancel your policy, please contact our cancellation department and they will be able to provide you with the pro-rated refund amount since it has been past the day grace period for a full refund.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 do see that the water heater you had was leaking and needed to be replacedPer our policy section D#states that we do not cover the actual tanks We did however provide you with a goodwill gesture of $which you did accept from us.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the 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