Bass Services, Inc.

Linda ***,We are very happy to hear that the unit was fixed under the manufactures warranty and that the issue is resolvedAs a good faith effort, CHW has placed a onetime free service call fee under your policy for the next claim that you may have. All our best,CHW

Complaint: ***
I am rejecting this response because:
Regards,
*** ***Dear CHW,This is the way you hide behind your own policy that you have the right to change or manipulate as you see fit One of your sales reps called me and I responded to the call and chose your service based off his recommendation not your policyI should have read it first and then called youSo basically your saying I was negligent in choosing your business based off promises made by your sales teamThis is fraudulent and I will make sure I rate your company on as many sites as possible just like you can hide behind your policy I can utilize the power of the Internet to make sure no one makes the same mistake by choosing your companyYou cannot say that we cover the product but not the internalsImagine if I went to the doctor and they say yeh we cover you but not your heart or you lungsThanks for nothing

Dear *** *** Thank you for your response. Once we receive your second opinion and it has been reviewed, we will contact you. If you have any further questions or concerns, please contact us directly at ###-###-####, Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST. Regards,CHW

*** *** ,You placed your claim in July and during this time, the technician advised us that the failures were due to a lack of proper maintenanceHe specifically stated that "Both air-conditioning evaporator coil's and blowers need to be pulled and cleaned, also that the housing was partially plugged." These issues contribute to a lack of proper routine maintenance. Please note that an inspection does not constitute as a maintenance since the inspector only will check to see if the unit is turning on or off, nothing elseWe do understand that you are not happy with the way that this claim ended however, you did not provide us with any type of records to show that maintenance was done to the unit nor did you provide us with a second opinion. Our prior reply to you was within the timeframe that you still had your policy, your policy has expired as of 8/28/16 and therefore our system will not allow us to provide you with a technician.As a good faith effort to assist with this non-covered claim, CHW is willing to send you a check in the amount of $which is half the cost of the paid policy. This check would be sent directly to you since the policy itself has been expired and in good faith we are trying to assist you with a claim that according to this technician would be a maintenance issue, which per Section F#is not covered.If you would like to accept our offer, please contact us and we will send you a form that we would request you to sign and once we receive the form back, a check will be mailed.We do apologize that you disagree with the terms and conditions of our policy and do hope that you accept this offer as it is our only way to assist with this policy and claim.Thank you,Tracy M.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 dishwasher diagnosis that we received, it stated that the door switch broke causing the unit to not function Per our policy, Section Letter D, Number 11, CHW does not cover “…Doors…Door gaskets…”Based on the AC claim dated 6/4/diagnosis that we received, it stated that there was a clogged condensate drain pan Per our policy, Section Letter D, Number 4, CHW does not cover “…condensate pump” in addition our policy states in Section F, Number that “…failure to clean or maintain as specified by the equipment manufacturer…”Please understand that CHW does not have any record of you paying the technician If you would like to dispute the funds you paid to the technician, please contact the technician directly.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 sent them regular maintenance records and they have them on file. They are rejecting my claim because of lack of maintenance, and that is not true I performed regular maintenance and provided records for them
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 our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your claim for your AC, I do see that the technician stated that the evaporator coils were clogged, this being clogged can cause the unit to fail, even if a part is new or not The air flow being restricted will cause this failure to happen If you feel as though the circuit board is defective, we ask that you contact *** *** to directly speak to them about this issue CHW per our policy is not responsible for the technicians repairs.Please see our policy 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 conditionsWe 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 replacementYou 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 damagesYou expressly waive the right to all such damagesYour sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less.We do apologize for your frustration with this claim; we urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Complaint: ***
I am rejecting this response because: I would like to cancel the remainder of our contract with the prorated balance refunded to us
Regards,
*** ***

Dear *** *** ***,We regret your frustration and dissatisfaction with CHW We have dispatched a technician for your microwave claim, and as a goodwill gesture, you will not be charged the service call fee for this visit We have also added a onetime free service call fee that you can
use your next claim. We have dispatched a technician for you Please contact *** *** *** *** at ###-###-#### to schedule your appointment. If you would like to move forward and cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards,CHW

Complaint: ***
I am rejecting this response because: After speaking with two different service companies they both came to the conclusion that CHW is using bad practices to deny my claimBoth said that a control board can and will suddenly stop workingThey asked, me what kind of inspection did CHW do prior to offering me a policy and taking full payment, I told them noneThen they questioned how can they claim this is a pre-existing condition if an investigation of the appliance was never doneI also believe CHW falsely represents claims made by the services technicians to deny claimsI spoke with the technician who CHW sent and he told me they most likely would fine a reason to deny my claim and you would be suprised what they can come up withThe dishwasher is in great condition; has not been misused; and only needs a simple repair that is caused by wear and tear.
Regards,
*** ***

Dear Mrs*** ***),We do see that you have accepted a goodwill gesture of $towards this claim We do understand that this is not the amount that you paid for the repair however we would not reimburse for a leak seal being placed into a unit.We do regret your frustration however there is nothing more that we are able to do for this claim since the goodwill gesture has been accepted and mailed.As a onetime courtesy, we have added a onetime free service call fee to your policy for the next claim that you might have.Thank you,CHW

CHW would like to work on having the issue diagnosed to determine the coverageAt this time, it appears that the claim has been assigned as the refrigerator wasn’t working properlyIn an attempt to have this rectified, CHW has worked to have a technician assignedPlease call the CHW customer service team at ###-###-#### with any questions Regards, CHW

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

*** ***,We do apologize for any misunderstanding however; Choice Home Warranty specifically states in our policy that we are not an insurance company. This is stated in Section ACoverage " NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty."Also, per our policy we do not cover any failures that are caused by rust or corrosionThis is stated in two sections, Section FLimitations of Liability #as well as #8.We do regret your frustration however CHW is in full compliance with our terms and conditions of our policy.Thank you,CHW

Dear *** ***,We regret to hear your frustration and apologize for any inconveniences you may have encountered. In review of this claim, it shows that we have come to a settlement with you, by offering you a full refund of what you paid for the policy You did agree to this offer
We have emailed you the paperwork to sign for your refund Once we receive your signed documents, we will process your full refund.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 the claim shows that it was processed according to the policy. Based on the diagnosis that we received, it stated that the compressor shorted to ground. This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor. This failure does not constitute wear and tear as there are many safeguards that work to prevent these types of failures. Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to wear and tear…” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfiedWe strive to provide the best customer experience, and although this was a non-covered claim, we offered you goodwill funds of $to assist you. You declined this offerPlease note, if you would like to further dispute the outcome of this claim, you are entitled to get a second opinion, at your expense. If choose to hire a technician, please have them call our Authorization’s Department with the diagnosis at ###-###-#### option 5, then 1, Monday-Friday 8am-7pm EST or Saturday-Sunday 9am-5:30pm ESTWe 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 have reviewed your claim for your unit and we do see that you did in fact accept the cost for the buyout that we offered to you This is per our policy Section FLimitations of Liability #that 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.The records show that we did offer you in lieu of repair for this unit The authorization was placed for this to be issued to you on 9/29/and our checks take days to process We offered you this amount due to the fact that the diagnosis from the technician was stated that the unit has multiple failures and could not be fixed.You are welcome to have a second opinion and have them provide a diagnosis to usIf you do not want the funds that we have provided, we ask that you call us to have them cancel the funds before they leave our company.Also, please refer to your policy Section LCancellations that states that if you chose to cancel the policy you are charged a $administrative fee and you are responsible to pay back any costs that we had spentYou are only permitted a full refund within the days of signing up with our company Please see our policy Section Lbelow: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.We do regret your frustration with this claim however; CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Complaint: ***
I am rejecting this response because: I have contacted my bank twice regarding my refund and they are not showing it anywhereI contacted the visa department as well who looked into my old card to try and find anything from the refund you sentThey have yet to uncover any format of payment made to me from CHWAfter telling a rep that the card was cancelled he informed me I would receive a check from CHW within 7-business days from July 6th.
Regards,
*** ***

Dear *** * ***We regret to hear your dissatisfaction with CHW. Please be advised that our policy is online for public viewing, ***/. Therefore, potential customers can view what we include and exclude in our policy. Please
refer to Section Letter L of Cancellations in regards to our cancellation policy: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 warrantyYou may cancel within the first days of the order date for a refund of the paid contract fee, less a $administrative fee and any service costs incurred byUs.This contract shall be non-cancelable by Us except for:Nonpayment of contract fee;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 UsAll cancellation requests must be submitted in writing.Per your request, your policy has been cancelled as of 10/28/and your pro-rated refund in the amount of $was mailed out on 10/31/17.Regards,CHW

Complaint: ***
I am rejecting this response because: the resolution is unsatisfactory1) CHW has reassigned the job again to the original tech (this will make visits to my home) and still no resolutionI should add here that the tech did not show upAGAIN! You continue to send a tech who has not shown up as scheduled on separate occasions nowHe ignores both mine and CHW callsTherefore my system is NOT fixed and we still do not have a definitive diagnosisI asked CHW whether I could just have a tech of my choosing come and and be reimbursed for the cost as per my policy and today I was told "NoYou must have the issue fixed by the original tech we sent out, *** *** *** This is yet another instance where CHW is deviating from the terms outlined in the policy. 2) You will not merely "apologize" and give me a free service call for blatant discriminatory behavior that I have endured from your colleaguesThis matter, I assure you will be escalated through legal channels. At this point CHW either needs to dispatch a tech who is going to show up, or allow me to find a tech of my choosing and reimburse me for whatever amount I am charged.
Regards,
*** ***