BASS Services

Complaint: [redacted] I am rejecting this response because:I paid $and got nothing our contract to cover major appliances was not true I would like a full refund of $that I am still owed there were never any repairs done and the service guys that came out did not know what they were doing Your company did not live up to our contract and they refused to repair anything Regards, [redacted]

Complaint: [redacted] I am not happy with the response I will be taking this a step father I am rejecting this response becaus Regards, [redacted]

Dear [redacted] , Your claim was processed in accordance with the policyUnfortunately, your claim is not one that is covered based on the rust and corrosion as outlined in the policy and the denial that was sent 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] A review of the claim shows that it was processed according to the policyBased on the diagnosis we received, it stated that the system was in very poor condition when unit and not properly maintained This caused the components of your heating system to short out and meltA lack of maintenance causes the unit to over work and the component to overheat and short out Per our policy, Section Letter F, Number 12, we do not cover failures due to a lack of maintenanceOur SrClaims Specialist advised you the outcome of the claim, in which you were not in agreeance with We advised you that you were more than welcome to get a 2nd and if the outcome of that diagnosis was covered, we would adjust accordingly Our SrClaims Specialist also wanted to provide you with a goodwill gesture, however you disconnected the call We then sent you an email to give us a call back.You did get a second opinion, in which the diagnosis confirmed that the system was in poor condition as the wires were found “burnt.” The replacements needed for the system were the breaker, heat kit, and wire Your system also needed new lines Per our policy, Section Letter D, Number 7, we do not cover rerunning of new wiring Please understand that a lack of maintenance is what cause the components to overheat and short outOur SrClaims Specialist informed you about the outcome of the claim stands as non-covered due to a lack of maintenance, in which you were not satisfied You stated that you wanted to cancel your policy As we strive to provide the best customer experience, we offered you a free service call fee as well as goodwill gesture in the amount of $on the non-covered claim, to keep your policy You agreed and accepted the funds We advised you that it is a day process before the check is mailed out This process started February 24, 2017.You contacted on us March 17, to cancel Our Customer Solutions Specialist advised you that the $goodwill gesture for the non-covered claim was to keep your policy open You stated that you “didn’t care and just want to cancel.” Per your request, we cancelled your policy Please understand, that the goodwill gesture was to assist you on your non-covered claim and keep you policy open Since you cancelled your policy, the goodwill funds will not be mailed out.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted] I am rejecting this response because: I Offered to send in my records and I was told no we don't want that the denial will not be reversedI would like to be contacted by a real manager that can resolve this without acting as if my money is gong into their pocketI am available until 5:pm eastern standard time each day Regards, [redacted] ***

[redacted] Our policy was provided to you before the start date of your coverage We do expect all customers’ to review the terms and conditions and if they disagree with the terms and conditions they are then permitted to cancel with a refund however once the policy begins, you are not entitled to a refund, you are entitled to a pro-rated refund and if CHW has paid any claims of yours which we did, that amount comes out of the pro-rated refundThe items that you listed are not covered under our policyAlso, the offer that was provided to you in our prior response was before you had accepted the previous claim payouts The amount that you paid for this policy was $and CHW has now paid a total of $which leaves centsWe do regret your frustration however we are not able to provide you with a refund minus paid claims since there is nothing left of what you had paidIf you would like to accept a onetime free service call fee, we will add it to your policy Please contact us at ###-###-#### and you can speak to any of our customer service agents who will provide the onetime free service call fee for youThank you, CHW

Complaint: [redacted] I am rejecting this response because: I don't have an issue with the technicianMy issue is with your companyMy claim was about an ice maker on my refrigerator and your company knew when I opened the claim that this is something not supposedly coveredYour representatives went ahead and filled a claim knowing that it would be rejected and I was charged a fee for a service that your company knew they do not or would not coverYou knew this and acted like it was covered to get me to spend money I didn't need to spendI want the $back from choice home or a credit towards another callWe are starting off with a bad start 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 Upon review of your policy, we do see that you had placed claims with CHW.4/2/15, you placed a claim for your dishwasher; upon diagnosis it was said by the service provider that the cost of the repair was not worth the unit Therefore, CHW offered you the amount that we would have paid for the same unit Our offer of $was agreed by you on 5/5/ We have authorized a check in that amount for you Per our policy, FLIMITATIONS OF LIABILITY 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.5/5/15, you placed a claim for your AC unit; upon diagnosis of this unit the service provider stated that the unit was low on Freon and that a leak test was recommended Per our policy, the leak test is not something that is covered Also, because the leak test does include the removal of all the Freon, the customer is responsible to have the Freon replaced to conclude the test Due to the fact that the test itself is not covered, neither would the Freon being placed back into the unit Per our records, we do not see that the provider called us back to give us the proper diagnosis to determine if the actual claim itself was covered We only see that they advised that the leak test was required.Please see Section DCOVERAGEAIR CONDITIONING/COOLERNOTE: Not exceeding (five) ton capacity and designed for residential use.INCLUDED: Ducted electric central air conditioning, ducted electric wall air conditioningAll components and parts, for units below SEER and when We are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with SEER equipment and/or HSPF or higher compliant, except:EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - NoiseNo more than two systems covered unless purchased separately at time of enrollmentWe are not responsible for the costs associated with matching dimensions, brand or color madeWe will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.Please have the provider contact us to finish the evaluation of the claim as we do not have a final determination.Best 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 policy that you had with us, we did review your claim and we did see that the Air Conditioning claim was not approved per the policy’s guidelines that all units must be maintained by the manufacture specifications This would include routine maintenance Please see Section FLimitations of Liability # We did receive the records that you provided us and these are not maintenance records but records of repairs CHW requires all units to have routine maintenance.Also, per the policy the refund is based upon how many months you have had the policy and used it CHW provides you with a pro-rated refund minus an administrative fee of $We do apologize that Sue did not clearly explain the cancellations process to you.Please see the sections quoted below.Section FLimitations of Liability 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.LCancellationsThis 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 customers to read our policy and contact us with any questions.Respectfully,CHW

[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] All of our information was sent to you upon your start date as wellYou did receive a hard copy and an email with the policy’s terms and conditions.Upon review of the claim it shows that you had canceled your policy with us Per our policy, Section LCancellations, if a customer is to break the contract, they will pay back to CHW whatever the amount that CHW has paid out for their claims plus an administration fee.Please See Section LCancellationsThis 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.CHW did not charge you for the cancellation of your policy nor the claims that we had paid out for your policy Since your policy has been cancelled, we will not be sending you the check for the unitYour policy has to be in active status in order to receive any type of goodwill or buyout from us.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 our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of this claim, it was a non-covered claim due to a lack of proper routine maintenance per the manufactures specificationsAs a goodwill gesture, CHW offered to provide you with half of the cost of the repair We do have specific companies that we purchase the parts from for a wholesale price We do not know when a part will be coming and we will continue to keep you posted.Also, please note that our policy states that CHW is not an insurance company We do not want anyone to be confused and think for any reason that we are It is stated in Section ACoverage #3.We do see that the second tech that came out, did fix the unit and if you have any further issues, please contact us.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

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 for your AC system, we do see that the unit had a leak that caused Freon to leak out The leak was caused by corroded areas of the unit Per our technician it was advised to us that the copper does corrode and it causes pin holes in the copper which then will cause the unit to leakPer our policy Section FLimitations of Liability #and #state that CHW does not cover failures that are cause by rust or corrosionWe do see that we have offered you a goodwill gesture in the amount of $to assist with this claim however you have declined our offer stating that you believe this to be a covered claim In this event, you are more than welcome to provide a second opinion to us and we will review the new diagnosis We are not able to provide coverage for this claim with the diagnosis that we haveWe do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policyRegards, 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 policy, I do see that CHW has assisted you with $worth of approved claims In regards to your Air Conditioning unit, you stated that the last maintenance was done on 5/28/with our technician, this is not considered to be maintenance as CHW doesn’t cover maintenance work, we authorized the unit for repair You had a repair completed on your unit at that time The unit at that time was able to be fixed and the tech was able to have it back and running for you You as the customer are supposed to have the unit maintained per the manufacture specificationsAs stated in our policy, in Section FLimitations of Liability # 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.For you to put bleach into the system to clean it would not be considered maintenance from a licensed technicianWe do apologize for any frustration that this has caused you; we do look forward to assisting you in future claims As per our policy, this claim would not be covered.We thank you for your feedback as it helps us improve as a company.Regards,CHW

I am rejecting this response because:Yes, I did receive the $as a reimbursement settlement However, I spoke with Aaron [redacted] two days after my contract went into effect and the day after my first claim was put in It was my full intention at that time to cancel out of my contract because of the misrepresentation on Robert [redacted] ( sales associate)At no time did Mr [redacted] nor Mr [redacted] state any cancellation fees would I incurr only that they would refund my $by prorating Not to mention that Mr [redacted] said that they were the only company to reimburse with no hesitationHe made it sound that easy and professional, lol! We discussed cancellation throughly especially because of previous experiences that was what I wanted at that time Regarding the AC repair or not, that was the final deceit regarding your company When a reapir is called in I am aware that I must pay the initial co-pay of $and if the "same" issue occurs within a three month period the customers co-pay would then be waived You guys adamantly demanded that I pay another $for the same problem a week later Yes, I was waived co-pays but that is all irrelevant (It was offered as manipulation when I attempted to cancel by Mr***, therefore keeping me aboard) Never did I receive a hard copy of my contract and I did request that as well Why should I pay more than an annual contract that of $for the same service that I would receive but instead you charged me $585.00, more than an annual contractNot only did you deny claims from the start and make this process extremely stressful and frustrating but what would happen if I used up the $that I was billed for a yr contract in just years??? Its clear to see that you would deny all claims for some ridiculous reason as you attempted to from the onset My dryer claim that was initially denied because your customer repsaid, " that it was to much money to pay out considering that I only just began my contract approx three weeks prior." I don't recall reading that in your contract via email or telephone conversations with Mr [redacted] or Mr*** I don't even believe that I should have to pay $of an annual contract The company CHW made my experience with them a horrible one Their own contractors that they use told me how terrble they are when it comes to paying claims My intention was not to arguing each time when placing a claim nor should I have to contact Mr [redacted] for approval I could simply call contractors myself for all my appliances but thought that by contracting with CHW the experience would be much less stressful when it clearly was not! At not point tdid they live up to THEIR mission statement!

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 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 ” Please note that your coverage start date was April 2, 2017; you advised that the last time your system was working properly was April 20, These failures could not occur in that short lifespan of the policy Per our policy, Section Letter A, Number 3, all systems, appliances, and components must be “in place and in proper working order on the effective date of this home warranty contract.” We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

Dear [redacted] We do regret your frustration, however, your refund was based on a prorated amount as per our policy which states in Section L of Cancellations: 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 Please note that CHW did not charge you for a leak test and as stated in Section Letter D, Number 4, we do not cover “leak detections.” Per your request, Choice Home Warranty has cancelled your policy as of April 19, and processed your refund Regards, CHW

[redacted] We do understand your frustration however, CHW has provided you with the outcome of the claim The letter that we sent to you is the accurate letter that we would send for any non-covered failures Please refer to your home service agreement Section Letter D., Number CHW is not responsible for repairs related to a wire tracing as well as Section Letter F., Number CHW is not responsible for responsible for repairs related to secondary damagesWe understand that you disagree with this outcome however being that you have replaced the unit without our authorization and that you are no longer a customer of CHW, this claim is considered to be closedWe are following the terms and conditions of our policyThank 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 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 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 requested to cancel due to your dissatisfaction Per your request, we have cancelled your policy as of July 12, Please see our policy Section Letter L of Cancellations as you are not entitled to a refund: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 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 I've supplied the required documentation to the business in order to receive a refund Regards, [redacted]

Complaint: [redacted] I am rejecting this response because : I purchased you all warranty on September So my microwave was working until I made my claimFor the service guys who came out like I stated they didn't take anything apartThe only thing they done was get the model # only and said they would call us to reset the unit , which they didn't doWe paid them and the problem was not taken care and we didn't here back from them Regards, [redacted]