BASS Services

Dear Mr [redacted] ,CHW has paid the technician for what he has invoiced us for This would be a discussion for the Territory Manger and the vendor I can assure you that CHW pays their techs according to the agreement that they have together Our offer for you still stands, if you would like to accept the offer from our previous response, please contact us.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: I have provided DETAILED service records in addition to the payment log On 6/24/I provided invoice summaries When I phoned in to follow up I was asked to provide CHW with the service details On 7/1/I provided pages of service details that said exactly what was clean, maintained and corrected The invoices also show that all the areas of service were within the manufacture's specificationThere is no need for me to submit these records again as I received email saying the records were received on the first and being reviewed I rejected the $because that is only a SMALL portion of the cost I had to pay to get the problem taken care of, it is also only a small portion that is owed for a service that I pay for but did not receive Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: This business did not inform me over the phone that I had days to cancel; Secondly, I didn't get the contract until days after I had paid the $by credit card It is obvious that theydon't care about the customer's concerns or disappointments so I will let this be my final email as they are not interested in being honest, customer-focused, or providing the services that they proclaim that they provideto customers so I am done with this issue I will just cut my losses and take this experience to require that a business who offers services to be in my market area, because at least I could deal with them face-to-face Thisis a very sad and disappointing situation Regards, [redacted] ***

The refund is prorated based on the time that you actually had it and Administrative Costs as wellIn accordance with section Letter L, Number If canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a 10% administrative fee and any service costs incurred by UsThe policy began on 8/5/If you would like to cancel your policy please call the customer service team at [redacted] Regards,CHW

The cancellation email has been sent again to the address on file which is the address listed in the complaintThe account is no longer active 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 do apologize that this has taken so long for your unit to be fixed, this is not the time that it would take for CHW to have a technician repair a unit for our customerUpon review of your claim that you placed on 5/14/15, I do see that CHW did send out [redacted] Air Conditioning &Heat to diagnosis the unit It was reported back to CHW that the unit had a bad compressor Please understand that compressors can fail for many different reasons: improper installation or repairs, poor maintenance practices, power surge and othersExtending the life of a compressor requires routine maintenance, proper refrigeration practices, and operating the system within the manufacturer’s specificationsA properly maintained system involves keeping a clean air filter, keeping the outdoor unit clean, properly charging the refrigeration system, and regularly checking the electrical connectionsAlso when a compressor has a short-to-ground, it is caused by damage to the insulation within the compressor itselfDamage to the insulation is caused by acid within the systemAcid in the system can result from improper system evacuation or the presence of air/moisture in the system from a lack of proper routine maintenance.Although you stated that you have had other technicians come to your home and give you a second opinion, I do not see that they have called our authorizations team to give them the diagnosisPlease have the technician call our authorizations team with the new information that you have received as well as the maintenance records that you have Providing the maintenance records will prove that you did have proper maintenance completed per the policy CHW does require that all units be properly maintained by the manufactures specificationsPlease see Section F#12.I do see that CHW did offer you a goodwill gesture of $to assist you with this non-covered claim I do not see that you have called back to accept or reject the offerPlease send us any maintenance records to [email protected] and also have the technicians that you have had come to your home, contact us to give us an updated diagnosis.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,

Complaint: [redacted] I am rejecting this response because: Those statements are incorrect I did not state that my unit was not professionally inspected My husband did not know where the receipts for inspection and maintenance were kept Choice Home warranty sent someone out in and for my unit Not once those times did they say my unit was not maintained I provided receipts of maintenance and repairs for my unit to Choice Home Warranty and explained numerous times that my husband did not know where I kept the receipts They did not provide you this information in there documentation This company is scamming so many individuals Choice was contacted by meAugust 15, 16, 26, 27, I emailed them my documentation and told them to go by was written and not stated They are doing there best to find any excuse not to replace my unit The technician from the air condition company also stated that they did not tell Choice that the unit was not properly maintained My husband called the company and was told that they are waiting on approval to fix the unit Why did choice send someone out to repair my unit twice and now won't pay for a replacement Please investigate this company you will find others experiencing the same thing.I did not say my unit was not professionally maintained Not once!! Regards, [redacted] ***

Dear [redacted] , 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 policyThe diagnosis that was received stated that the system was completely out of Freon The system being out of 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 opted to use your own technician for the leak test Based on the leak test results that we received, it stated that the Freon leaked out of the evaporator coil The pictures we received confirmed that corrosion caused the evaporator coil formed tiny holes which caused all of the Freon Per our policy, Section Letter F, Number 1&8, we do not cover any failures caused by rust and corrosionThe outcome of this claim stands We strive to provide the best customer experience, therefore, as a goodwill gesture, we would like to provide you with a one-time free service call fee for your next claimTo accept this offer, please contact us directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday and 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

Dear [redacted] ***,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 [redacted] .Upon review of your claim, we do see that you have spoken to a manager and have had this issue resolvedPlease contact us if this information is inaccurate as we have it documented that a full refund will be processed for you upon receipt of the release agreement.We do regret your frustration with this policy; however CHW is in full compliance with our terms and conditions.Thank you,CHW

Complaint: [redacted] I am rejecting this response because: yes it is true the offer was made and they asked me to sign a form but when form arrived in my email it was not as they had stated it was for dollars Regards, [redacted] ***

Dear [redacted] ***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 condenser fan motor failed and 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 We strive to provide the best customer experience, therefore we offered you funds in the amount of $to assist you on the non-covered claim You declined this offer.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Hello, A decision was made based on the diagnosis that we were provided withIf we were in receipt of the 2nd diagnose we would have been happy to check furtherAt this time, unfortunately, you have canceled your policy with CHW and you were provided a refund in accordance with the policy, section Letter L, Number We did offer a refund of the paid policy in full for $which you deniedWe apologize for the frustration in this claim however, the denial standsRegards, CHW

Dear [redacted] ,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 leveling and balancing caused the unit to failPer our policy, Section Letter D, Number 2, failures caused by “ Leveling and balancing ” is not covered.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 $towards the repair You accepted this offer as of 8/21/and your check# [redacted] was mailed out on 9/15/2017.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me There is an affidavit that my husband will sign, have notarized and send back to the business This affidavit states that we will receive a settlement within days, subject to closing otu this claim I would like to reserve the rightto re-open this claim in the event the settlement funds are not received Thank you

At this time, CHW can offer you a full refund in the amount of $that has been paid for the policyThe sale date of the policy was 7/23/with an effective date of 8/23/The claim was placed on 8/25/and has been deemed as a preexisting condition in accordance with the policy section Letter A, Number as all components and systems need to be in working order for the policyThe team can provide the necessary documents to have this refunded to youPlease call the customer service team at ###-###-#### Regards, CHW

Dear Michael [redacted] , 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 [redacted] Upon review of your records it appears that your claim has been processed in accordance with the policy section Letter A, Number CHW is responsible for the repair of appliances that become inoperative due to wear and tear The compressor of your air conditioning system has failed due to the internal windings shorting to the groundThis failure occurs from the compressor overheating, which in turn causes this damage We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Hi [redacted] ,This is a technician, I have provided our Territory Managers with the complaint and they will reach out to the technician and speak with him in regards to his workThank you,***

Dear [redacted] ,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 [redacted] Upon review of your policy, we see that you placed a claim for your AC System on 5/12/ The technician that came to your home stated that the evaporator coil was rusted out and allowed the Freon to leak out due to this He stated that also there seemed to be an issue with the installation that needed to be addressed Per our policy, both of these issues are non-covered Please see Section FLimitations of Liability #and #11, we do not cover for any failures due to rust or corrosion and we do not cover any failures that are due to improper installation.We do see that we did try to assist you with a goodwill gesture but it was declined We offered you $plus a free service call fee however; you did decline this offer We would like to assist you but the unit itself, the failures are not covered under our policy.Offer of $plus a service call fee is actually more than you would receive if you were to cancelPlease read section LCancellationsYou would be provided the amount of months left on your policy, minus an administrative fee and minus any claims paidWe do regret your frustration however; CHW is in full compliance with the terms and conditions of our policyRegards,CHW

Complaint: [redacted] I am rejecting this response because: This Company's technique is to deny all major claims, there were multiple claims with the same Air-conditioning unit, Choice Home Warranty sent incompetent service technicians to evaluate the system, there was no time during these several service calls that any of the choice Home Warranty's service providers diagnosed a corroded or leaking coils, I finally decided to hire an independent Air-condition repair company who discovered the leaking coilThese coil leakage/corrosion was caused by the incompetent service technicians that choice Home warranty company sent to evaluate the unit and the service provided causes the corrosion that ultimately lead to the leakChoice Home warranty is the worst warranty Company in the industry, they are very unreliable, they deny all legitimate claims using exclusionary languages to deny claims, the Attorney general of all states should investigate this fraudulent company because they make big promises in order to sign up customers but when faced with major claims they look for ways to deny the claimsThis is why this Company's reputation is currently being exposed by many unhappy customers like mePlease do not buy this Home warranty contract, they are very bad and sure waste of money and full of fraudsThey are bad plain and simpleThe worst Home warranty Company out there Regards, [redacted] ***

Dear [redacted] ,CHW received and reviewed your records.Please be advised that the records do not show a model/serial number, and it also lacks information such as the pressure readings, amp draws, etc The outcome stands.As a goodwill gesture, we can offer you $to assist you To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.Regards,CHW