BASS Services

Complaint: [redacted] I am rejecting this response because: Today I received another spam email from Choice Home WarrantyI would very much like to continue pursuing my original complaint Regards, [redacted] ***

Dear [redacted] ,In a recent review of your policy, we are glad to see that you decided to keep your policy open.If you have any further questions or concerns, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.Regards,CHW

Dear L [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 This was a covered claim Based on the diagnosis that we received, it stated that rear tub bearing failed and needed to be replaced Per our policy Section Letter F, Number it 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.”Our SrClaims Specialist advised you about the outcome of the claim, our policy, and offered $for the buyout You were not satisfied with this offer We strive to provide the best customer experience, therefore we increased the funds to $400; you declined this offerAs a goodwill gesture, we will increase the funds to maximum buyout amount to $to go towards a new unit To accept this offer, please contact us directly at 1-800-233-0172, Monday-Friday 8am-8pm EST.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 www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policy This was a partially covered claim Based on the diagnosis that we received, it stated that the run capacitor failed and needed to be replaced, we covered this replacement It also stated that the coils were dirty and needed to be cleaned 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...”You advised us a few days later that the system was not working again, therefore we sent our technician back to your home to diagnosis the issue Based on the second diagnosis that we received, it stated that due to the dirty coils, it caused the capacitor to fail Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied In order of properly clean your unit, you will have to hire a licensed HVAC technician to perform service maintenance on your unitWe do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted] [redacted] We regret to hear your frustration Based on the claim that you placed, you advised that you home had a tile roof Per our policy, Section Letter E, Number 6, CHW only covers shake, shingles, and composition roofs (these are listed under our inclusions) At this time, your roof does not qualify for the “Limited Roof Leak” coverage, therefore, we will remove it from your policy There will be no refunds credited as it was added to your policy as a courtesy As a goodwill gesture, we have added a onetime free service call fee to your policy that can be used on your next claimWe 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 www.choicehomewarranty.com/useragreementYou reached to Choice Home Warranty to place a claim for your water heater as you stated that the tank had burst Our Claims Intake Specialist placed the claim, however, was unable to process the claim as per our policy, Section Letter D, Number 6, we do not cover the “Main, Holding or storage tanks”Choice Home Warranty advised you that the claim was unable to process, in which you understood Nonetheless, you reached back out to us stating that you hired your own plumber and inquired about reimbursement Please see our policy Section Letter C, Number where it states “We will not reimburse for services performed without prior approval.” We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policyRegards, CHW

The heat exchanger sits inside of the storage tank and in the claim that you submitted the heat exchanger wasn’t holding any waterThis sits inside of the water tank to heat the water up that surrounds itIn order for the water to leak the storage tank is leaking and tank failures are not covered under section Letter D, Number in the policy Regards, CHW

Dear *** [redacted] We am sorry we weren't able to meet your needsIt appears that we did attempt to reassign the claim to get someone thereYou chose to utilize the reimbursement option that we offer to our customers.We have also requested that a manager call you regarding your request for cancellation Regards, CHW

[redacted] CHW received a picture of a document that stated that you had a leak check doneIt showed that the unit was empty without Freon, outdoor unit was also leaking Freon, low on coil lines which will cause contamination which will cause the compressor and TXV metering device to clog up as well as the debris.This is a lack of proper routine maintenance Per our policy, Section FLimitations of Liability #12, CHW does not cover failures that are caused by a lack of proper routine maintenanceAlso, if there is a failure within the TXV valve, CHW would not cover this failure.The other document that we received was a letter from a technician stating that there are leaks in the system which are wear and tearThis is not accurate, there is always a reason for the unit to leak In this case the technician did not indicate what caused the leaks.Lastly, due to the failure that the unit has and it does involve the thermal expansion valve, CHW would not cover this unit as it states in Section DCoverage #4.As a goodwill gesture, we are still offering you the $to help towards the repair or replacement of the unit.Please feel free to contact us at [redacted] Thank you,Tracy

We are pleased that we have reached a mutual agreement with you regarding the claim and the coverageWe look forward to hearing from you Regards, CHW

Dear [redacted] ,On 4/5/16, you contacted CHW and you spoke to a customer service rep at 11:49am, she advised you of the reimbursement amount for the fan You were very upset with this amount and requested to speak with her supervisor You then were transferred to a supervisor at 12:19pm, you advised this supervisor that you thought the reps before were rude, he apologized for thatYou stated that you wanted CHW to pay for the same Casablanca unit that you had and he explained that CHW would only at that time pay for a builder’s grade per the policy statesYou then stated to him that you wanted to cancel the policy He did ask you if you were sure due to the fact that by cancelling the policy, you were then taking responsibility to pay for the installation and he stated that as well You advised him that you did not want our tech to do any work and you declined the $that we offered to reimburse you At that time your claim was cancelled and your policy was as well Being that you cancelled the claim and the policy, you are then required to pay them yourself You chose to cancel with us therefore the claim and policy were cancelled.We do regret that you are frustrated however you are responsible to pay the technician since you cancelled your policy CHW did offer to do this however your policy would have to have been active.Thank you,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 do see that your Service Provider diagnosed the unit and stated that there were multiple leaks inside the unit He stated that he did try to place a sealant inside the unit but that was not resolving the issue He advised us that the compressor had been changed out and he feels as though the system was contaminated with moisture and this turned the Freon acidy This would cause the failures and Freon leaks to happen within the evaporator coil and throughout the systemPer our policy, Section FLimitations of Liability #states that CHW does not cover failures that are a result of improper installation.Please note that our company doesn’t cover cost of routine maintenance as you had requested that “you would like for CHW to refund you the amount you spent on your new unit as well as the remaining unpaid cost of maintenance.” This would go against our policy.Please review your policy 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.If you would like a refund of your policy, please review Section LCancellations and then contact our Cancellations department and someone will assist you.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

I am rejecting this response because: the 100$ credit has not been made to my credit card yet as of 7-9-@ 10:am

Complaint: [redacted] I am rejecting this response because: That is incorrectWe have had a second opinion come out and service our HVAC and found that the Compressor failed for no known reasonThere is nothing showing it was due to a shortage and Adam from [redacted] has called your Authorization department and given his diagnosis which then your representative Ike said "so it was do to a short to ground" Which Adam never said those words or even implied that and kindly told him the diagnosis he received which should all be notated on thereI assume your calls are all recorded so you may go back and listen to conversationIke also asked Adam if the felt our HVAC was clean and well maintained to which he told him yes it was and we have it serviced regularlyWe have owned this house for years and have always had it servicedOur HVAC is years old so yes things are going to fail in it over timeThis was due to wear and tear and I have had technicians inform us of that and that it did not fail due to a shortage from the compressorI will NOT accept $as money to "keep us quiet" I have also read online that this is another way of you guys getting out of paying out claims that should be paid outI will only accept the full refund of the compressor that we are being charged for which is $I will literally go as far as getting a lawyer and suing your company because you are refusing to pay for something that is covered and should be covered due to wear and tearNo matter which way you reword what is told by the Techs and managers who have been in this business for 20+ years it is due to wear and tearYour staff has been very rude each time we have called and cuts us off each timeChoice Home Warranty has been sued about a year and half ago for this exact reason and forced to pay out so I find it crazy that you still will not cover our compressor when different technicians have stated this is due to wear and tear and should be payed out by the warranty companyWe are entitled to our denial letter which still has not been emailed though Joe claims it has please send us the denial letter because we will be taking everything to a lawyer and taking legal action since you still stand by the fact it is not wear and tear despite multiple technicians giving you a diagnosis that shows wear and tear Regards, [redacted] ***

I am rejecting this response because: First,I was told $fee, now you say $35..this is the sort of run around CHW constantly does I, no more than you, can be responsible for the US mail....you can check and see the check has not cleared the bank, therefore it is your responsibility to reissue the lost check at no charge to the victim.....Me!! Regards,

[redacted] ***, We understand that you are highly upset with this outcome, you did reject our offer of $and therefore we would like to offer to provide a settled claim We are requesting that a senior manager contact you and provide you with an agreement that we do believe you will be satisfied withThank you, CHW

There was no payment removed on June 1st, the last payment removed from the account was on May 30thThe policy was canceled on June 28th so no claims would be placed after that dayIn order to be sure, an email was sent to the email address on file confirming the cancellation on June 28,There are no funds due at this time 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/useragreementA review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that unit A’s condensing coils were deteriorated and had holes in it; it was also down 4lbs of Freon This was caused by 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...”The diagnosis for Unit B sated that were missing caps, which led to the unit being 3lbs low on FreonThis made the loss of Freon secondary damage Per our policy, Section Letter F, Number CHW is not liable for repairs related to “ secondary damage ”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 provide your routine maintenance records (Unit A) and send them to [email protected] for review If you choose to get a second opinion please follow the same instructions for Unit A 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 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 evaporator coils were leaking Freon due to a lack of proper maintenance When the system is not properly and routinely maintained, debris builds up on the unit causing excessive pressure and degrades the composition of the coils, resulting in Freon leaksPer 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 in agreeance We strive to provide the best customer experience, therefore we offered you funds in the amount of $of goodwill to assist you on the non-covered claim You advised that you wanted to think about it and give us a call back If you would like to accept these funds, please speak with a Senior Claims Specialist directly at ###-###-#### Monday-Friday 8am-8pm EST or Saturday-Sunday 9am-5:30pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear Dinesh ***,We do regret that you are upset and frustrated with this claim and the issue however the amount that we have offered to you was not to cover the claim as you stated; but as a goodwill gesture for the payment that you would make to the technician for the cost of the repair.Due to the fact that we do not have any other diagnosis and the policy has expired, we are not able to receive a second opinion We have to go off of what we had received from the technician that went to the home and provided us with the information If the part is rusted and that is where the leak is, even if it is rust that is something that our policy does not coverPlease review Section F#as well as #that will advise you that our policy for this home warranty does not cover failures due to rust or corrosionPlease also note that CHW is not an insurance company and we do state this in our policy under section ACoverage as well as in Section L cancellationsWe are offering you $to help with the assistance for the claim and the service call fee is not a deposit for the work to be done, it is a service call fee that is paid to any technician that is dispatched to your home for a claim This charge is for the technician to provide us with a diagnosis of the claim It is stated in the policy in Section CService calls that you are to pay this directly to the technician; CHW does pay the remainder of the service call fee as well as the trip charge Also, please note that you do not have to use this technician since the claim was not covered by our company and you do not have a policy with us any longer, you can use the $towards any technician of your choosingIf you would like to accept our good faith offer, we will be happy to send the check directly to you.We have documented your expired policy with the offer that we have made and if you chose to accept it, please contact us.We appreciate your feedback and thank you for your response.Regards,CHW