BASS Services

Complaint: [redacted] I am rejecting this response because:I was instructed by your customer service lady to have it fixed because of the elderly people with respratory problems and the extreme heat inside homeShe could not get a claim number assigned to us as she kept saying the computer would not allow her to do it and she Did not know whyWe did as she instructed us to doWe were also informed by her to submit the invoice for reimbursement, which we did We have no control over computers on your end , it was not our fault that s claim number was not assigned Elderly people's lives were at stake and she realized the danger , knowing it would be at least a few days till a repair was done seeing that it was a holiday weekend ! We are not at all satisfied customers as we do as instructed by your representatives and you don't stand behind them ! We will Pursue this in court if we can't come to an agreement ! Regards, [redacted] ***

We are continuing to work on reaching out to the technician and can reassign this if you that would be better for youPlease call our customer service team directly at [redacted] 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 CHW offered you a goodwill gesture on this claim in the amount of $to go towards the repairs We did base this off of the amount that the repairs were to cost you per the technician that was out to your home His diagnosis stated that the repairs would be $plus tax.We do regret that Sara was not able to contact you back right away however we are happy to see that we were able to assist you on this claim.CHW does regret your frustration with this claim however we are in 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.Upon review of your claim, we see that your policy had started on 10/8/and your claim was placed on 10/13/15, you had stated that the unit was working “last week”As a goodwill gesture, we sent a technician out to your home at no cost and the technician advised us that the control for the user interface with the push buttons would not work, per the technician this failure would take longer than a few days that the policy was open to fail.Per our policy, Section ACoverage #states that all units must be in proper working order on the start date of the policy Please see Section below: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.If you would like to cancel your policy, please contact us as we would then follow our policy Section LCancellations.We do apologize for any frustration that this claim has caused you, we have added the one free service call back to your policy as a good faith effort but we are not able to cover this claim for you CHW is in full compliance with our terms and conditions of our policy.Respectfully,CHW

Records indicate that you no longer have an active account with CHW and that you have canceled because you were upsetA review of your claims shows that you expressed concerns that a technician had caused harmIn accordance with the policy section Letter F, Number You 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 damagesPlease contact the technician directly to have this matter resolvedThe second diagnosis was obtained after the policy was canceled, had it been done prior to CHW would have had the flexibility to work with you on resolving the issueRegards, CHW

Dear [redacted] ***,On 3/29/16, you spoke with one of our Supervisors and he stated that he could not cover the claim for you because of the diagnosis The technician stated that there was an internal failure and you stated you believed this to be because of a lizard going into the unit We did advise you that the unit was not covered per the policy Section F#however on this day, our Supervisors stated that he could see if he could possibly assist you with this claim You were very upset and stated you would “not accept anything less than a covered claim” Therefore because of this we did not offer you anything.Although you did not provide us with any type of maintenance records, you only provided an inspection report; we can provide you with a goodwill gesture of $to go towards this claim.If you would like to accept this goodwill gesture, please contact our office and we will send you the paperwork for us to release the funds to you since this is not a covered claim, the form would need to be signed.Thank you,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 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 [redacted] Upon review of your claim, we did speak to the technician and also pictures were sentThe technician stated that the system was flat on refrigerant and it had leaked outThe pictures that were provided to us showed a break in the coilThis is not wear and tear which would not be a covered claim under our policy We do see that you did speak with our Manager and she offered a goodwill gesture to you in the amount of $which you did accept however we were waiting for you to advise us if you were going to use your own technician or oursIf you were to use ours, we would provide the goodwill to the technician, if you were to use yours; we would provide it to you Please let us know who to send the goodwill gesture to, to assist with the repairs We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

Complaint: [redacted] I am rejecting this response because: the first tech Lord you sent the second tech and he told you that the wire was not connected and he connected and have power to the air conditioning in the paperwork from both contractors it does not state short to ground, how does something short to ground if it has no powerAnd the pictures taken shows that no pest chewed any wiresI get the impression you do not listen to your technicians because you sent them all and they assured me if I choose to sue you of the you sent would testify on my behalf Regards, [redacted]

Dear [redacted] We regret to hear your frustrationPlease understand that the technician is unable to properly diagnose the unit due to the dryer being stacked on the washer In order to proceed, access will need to be provided for the technician Our policy states in Section Letter F, Number 2, CHW is “...not responsible for providing access...”We 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, I do see that CHW had advised you that the unit had secondary damage and we did cover part of the repair as that was the initial problem; you were responsible for the secondary issue Per our policy, Section FLimitations of Liability #19, CHW doesn’t cover repairs related to secondary damage Since you have already cancelled your policy, we are not able to assist you with any goodwill offers towards this claim and also we did wave the cancellation fees stated in Section LCancellations This 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 UsThis 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 urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us Best 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 www.choicehomewarranty.com/useragreement A review of the claims shows that the claim was handled properlyCHW was able to make the decision on the outcome of the claim based on the photos that were receivedThe photos showed that the unit was full of dust and debrisThis is something that will cause flame roll when the unit is not properly maintained and cleaned regularly and will also block the combustionSection Letter F, Number of the policy 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” We 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 [redacted] CHW has provided a full refund of the amount that was paid on July 29, to the card that is currently on filePlease check with your bank to ensure that you are in receipt of this payment We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

rOur 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 AC claim, we do see that the technician reported to us in his diagnosis that the failure to the unit was due to rust Per our policy Section FLimitations of Liability #states that CHW will not cover the cost of repair for units that fail due to rust or corrosion We apologize for your frustration for this claim that was filed on 5/6/15.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Our records show that you placed a claim with us on 7/20/and at that time we advised you that the claim was not covered due to rust/corrosion The technician at that time advised you that you had a leaking evaporator coil and in order for us to cover the unit again, you would need to provide us with a proof of repair that the issue was resolved.On 8/6/15, you called and placed a second AC claim and CHW almost sent out the technician but contacted you to advise you that this claim was not covered previously and we needed the proof of repair We did receive an invoice from you on 8/14/showing that the ton compressor was bad and needed to be replaced, a few days later they replaced the dual cap on the unit The invoice showed that the transition from furnace to coil falling apart due to previous techs cutting to access the coils This is secondary damage as per our policy but please note that this claim was not a covered claim from the first time you submitted the first claim and we advised you that we could not cover the failures due to the rust and corrosion of the unit.We see that you did try to place this claim different times after we advised you that it was non-covered I also see that CHW offered you a goodwill gesture to provide you with $towards the repairs of the unit and although it is not as much as you paid for the repairs, it was something that we did try to do for you for a non-covered claimYou did deny our offer and requested to cancel the policy CHW did accept your request to cancel as it does have to be a mutual agreement as per Section Lof the policy.The check has been authorized and will be sent to you for your refund in business days of cancellation date 9/23/15.We do apologize that this was frustrating to you but CHW is in compliance with terms and conditions of the policyThank you,CHW

Upon review of your policies I do see that we have assisted with your AC claims on a few of your policies I do see that on one policy we advised you that we do not cover routine maintenance for the units As we do state in our policy in Section F #I do see that on one policy we did provide you with the full amount of $that we provide for the AC claims Please contact our cancellations department if you would still like to cancel, we do regret any frustration and hope that we can assist with your claims to your satisfaction.Regards,CHW

Complaint: [redacted] I am rejecting this response because:After several letters to your claims dept., I have become frustrated with different requestThis request was the ***t of three that I have responded to , including the pictures of the unit that was replaced and the serial numbers of that unitAgain, I have submitted several letters supporting my claim, but your standard answer was that your "policy" does not allow you to reimburse any thing that was not "pre-approved" but again not considering the situation that I have to act on because YOU COULD NOT GET A CONTRACTOR TO CALL BECAUSE EVERYBODY WAS BUSYDo you want us to suffer the heat that can affect our health?I told you that we are seniors and we can tolerate excessiver heatThat is the Reason why we have to act when your company can't find help for usI am attaching copies of two letters on two different datesThis happened in June , by the way, and you sare still asking for details that I have provided you [redacted]

Dear [redacted] ***, Under the policy, counter top microwaves are not coveredA trim kit is used to make the counter top microwave a built in unit which is not covered Regards, CHW

Complaint: [redacted] I am rejecting this response because: you are not complying with what your technician reported and that is there was a system failure, but not due to lack of maintenance." You're quoted guidelines per the contract are merely a way for you to get around paying claims that you should...but a contract is a contract so fool me once shame on me I will ensure that I take my business elsewhere once this contract ends Regards, [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 http://www.choicehomewarranty.com/user_agreement.php We see that you started your policy with CHW on 05/13/and you placed a claim for your unit on 6/7/ We did advise you on 6/9/that due to the failures that your unit has, per the technician “THE CONDENSER COIL IS VERY DIRTY THERE IS GRASS BUILD UP, DIRT AND ITS ABOUT 30-40% CLOGGED UP ON THE BOTTOM THE UNIT HAS A BAD DUAL CAP AND RUN CAP ARE BAD THEY NEED TO BE REPLACED.” This is a clear exclusion per our policy of a lack of proper maintenance Also, your policy began a little over a month before the claim was placed; CHW does not cover any unit that comes into the policy with any known or unknown pre-existing issues Please see Section ACoverage #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.Also please see Section 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 conditions.As per your statement with the vendor that came to your home CHW has a contract with our vendors and we do pay them per their contract We will contact them and explain their contract to them We always want our customers to understand that all policies have exclusions and CHW does follow our policy We do our best to assist the customers and approve claims that are submitted to us We do apologize for your frustration with this claim CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

[redacted] ,You chose to cancel your policy already with CHW therefore we would not be able to provide any type of goodwill.We do regret your frustration with this claim.Thank you,CHW